AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

A new study confirms that chatbot empathy backfires in customer service. Instead of calming frustrated customers, it triggers a negative response that makes the experience feel even worse.

When a service encounter goes south, customers expect empathy. Hearing an employee say, "I share your frustration," can calm ...