When efficiency outweighs empathy, customer experience suffers, writes Nic Laschinger, technology director of Euphoria ...

AnswerConnect released a video today showing a real conversation between one of their trained human receptionists and an AI agent pretending to be a business representative. The call is a clear ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

PROVO, Utah and SEATTLE, Oct. 7, 2025 /PRNewswire/ -- Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That's a failure rate almost four times ...

Explore the challenges customers face with AI-driven customer service and the need for human empathy in resolving complex issues, highlighting the balance between automation and personal touch in ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...