Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Salesforce Inc. said it’s saving about $100 million a year by using artificial intelligence tools in the software company’s ...

They land in inboxes, light up cell phones, and flash across computer screens like unwanted flies that need swatting. Customer surveys have become the way companies gain insight into how their ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

It’s not just you: More U.S. customers than ever before report experiencing product and service problems. That’s according to the National Customer Rage Survey, a study of 1,000 respondents that has ...