Outcome-based resolution pricing means companies pay only when the AI agent resolves an issue autonomously, without human ...

Salesforce will buy Fin, formerly Intercom, for about $3.6 billion to expand Agentforce with AI customer service agents and ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

Of the many things that can help drive sales for your business, perhaps few could be more important than customer service. While your core products or services may get most of your attention during ...