Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Most importantly, hybrid brings together what customers value most: the speed of technology and the humanity of real people.

Think back to the time 10 years ago when phones used to be the prime point of contact for customer-related issues. Those were the good times when businesses could rely predominantly on call agents to ...

There has been a tendency among those chronicling the rapid-fire evolution of generative artificial intelligence (GenAI) to conflate business applications of the technology with automation and the use ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Opinions expressed by Digital Journal contributors are their own. Many companies struggle to provide consistently high-quality customer service, facing challenges such as slow response times, ...

It's undeniable; retail customer service is facing an era of dramatic change. According to analysis from global consultancy, Deloitte, consumers increasingly digital lifestyles are altering ...

The hype surrounding ChatGPT started with a murmour at the end of 2021, before building into a crescendo last December when Open AI finally released a working version to the public. While debate ...

Gone are the days when people used to send “strongly-worded” letters to companies or spend hours on hold to speak to a company about a product or service. Now, thanks to the proliferation of mobile ...

43% of online shoppers highlight ineffective chatbots as a major pain point. Kapture CX’s survey calls for smarter AI and hybrid models to redefine the customer experience. (This is an AI generated ...

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