The agency, which provides benefits to roughly 70 million people, said late Monday it reduced the average speed of answering a call on its 800-number to 13 minutes, a 35% reduction compared to this ...

Here are Salesforce's three best practice recommendations for every organization integrating AI into their service approach.

4 Ways Your ‘Efficient’ Service Is Driving Customers Away Ditch the customer service script and see how acting human improves service.

Most retail leaders do not expect their customer service scripts to carry legal consequences. After all, they are meant to be helpful, friendly and on-brand. But beneath that friendly tone, there may ...

Hyatt cut 30% of US customer service staff, affecting ~300 roles amid industry shift to AI automation for cost savings.