Effective customer service is a must for retailers, but it can be costly and resource-intensive. With the tight labor market, maintaining an army of agents is no easy task. However, a game-changer is ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. In a blog post published yesterday called “The Intelligence Age” ...

Salesforce, Inc. (NYSE:CRM) disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system. As per the deal, SIA will implement Agentforce, an AI-powered system ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

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 ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...