The growth of machine customers is projected to be more significant to enterprises than the arrival of digital commerce. In the next few years, customer service and support leaders must prepare for ...

Machines are gradually taking on activities of human customers such as research, negotiations and user reviews. The rise of the AI customers marks a shift from machines as passive tools to active ...

Contact center volume jumped markedly when the COVID-19 pandemic forced the closures of physical locations around the world, meaning contact centers were the sole source of customer-company ...

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

In an earlier article, I wrote about service trends and automation. At my company, we're always asked if machines will eventually will take away support jobs. Do computers substitute humans or, are ...

The Commonwealth Bank of Australia (CBA) has built a Customer Engagement Engine it has touted as powering customer experience through the use of artificial intelligence (AI) and machine learning. The ...

As machine learning becomes more prevalent in business, it has the potential to affect a company’s day-to-day interactions with its customers, whether positively or negatively. Many businesses have ...

Brick-and-mortar banks are struggling to stay open as fintech firms and banking apps evolve. User-friendly, on-demand features are now the norm as customers look for financial partners that treat them ...

Fast Retailing, the parent company of Japanese clothing store Uniqlo, deployed the new self-checkout tech earlier this year. It came to national attention through a recent Wall Street Journal visit to ...