There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

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 ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Air Canada’s chatbot made headlines in 2023 for giving a customer incorrect refund information—and the airline was held liable. A Canadian court found Air Canada liable for negligent misrepresentation ...

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

Even five years ago, almost every customer in a HubSpot survey rated an “immediate” response as important or very important. With more companies offering automated round-the-clock support to keep up ...

Salesforce is jumping into the AI agent world with a new service that builds on the company's Einstein platform for AI. The new Einstein Service Agent is a generative AI-powered self-service ...

BOZEMAN, Mont.--(BUSINESS WIRE)--Quiq, the trailblazing conversational customer experience (CCX) platform, is proud to announce that LOOP insurance is live with a customer-facing AI Assistant, built ...

KUBRA has signed an agreement with Riverside Public Utilities to provide e-billing, e-payment and customer self-service solutions. Riverside Public Utilities provides water and electric services to ...