A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Nothing tells a customer “I’m not really interested in talking to you" quite as bluntly as an interactive voice response (IVR). It’s the computer voice we all love to hate. Admit it, you've found ...

Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...

Faced with overwhelming demand for help, legal aid organizations and funders plan to expand their ability to apply AI-powered ...

If I had to choose a single word to describe what modern-day consumers want from brands, it would be convenience. Whether it's chatbots, interactive voice response (IVR) systems or FAQ pages, ...

Citigroup has automated the process its corporate clients go through when something goes awry with a global payment. The New York company announced last week that it had added a self-service layer to ...

One-off projects can pay the bills, but they don’t always build a business. This is what freelancers need to do instead. Providing ongoing services like retainers, package deals and strategic ...

Perseus has connected several existing internal systems and built a client interface into its own database "so clients can see the same data as us," says Vinko Grskovic, vice president of automation ...