A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Faced with overwhelming demand for help, legal aid organizations and funders plan to expand their ability to apply AI-powered ...

Citigroup has automated the process its corporate clients go through when something goes awry with a global payment. The New York company announced last week that it had added a self-service layer to ...

If I had to choose a single word to describe what modern-day consumers want from brands, it would be convenience. Whether it's chatbots, interactive voice response (IVR) systems or FAQ pages, ...

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps ...

Automated self-checkout is appearing in more and more retail stores, with Walmart this year installing 10,000 self-service kiosks in hundreds of stores. But self-checkout is a technology direction ...