Many companies and organizations have in recent years cut back on the number of employees dedicated to support issues, believing that AI solutions can handle this task for more efficiently.

Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.

I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

APLAZO’s customer support is handled via WhatsApp and the newly integrated in-app chatThe AI tools implemented support both end customers ...

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

The MarketWatch News Department was not involved in the creation of this content. First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their ...

CoSupport AI is officially launching its all-in-one AI platform for customer support. By combining autonomous support, enhanced agent productivity, and real-time business intelligence, CoSupport AI ...

At its AI Summit last week, customer experience vendor Zendesk announced a broad set of enhancements to its AI capabilities, ranging from autonomous voice AI agents and a copilot for service admins to ...

An AI customer service solution for small business is software that automates routine support, completes tasks end to end, and escalates remaining work to agents across chat, email, and messaging.

First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their experience Artificial Intelligence surged throughout the 2025 holiday shopping season, ...