People are using AI to call customer service, negotiate bills, or cancel subscriptions. Companies are working out how to handle these bot callers.

Two Illinois customers allege Walmart created voiceprints from service calls without obtaining consent required under the state’s biometric privacy law.

The bra store is all about custom service rather than homogenized, automated customer service. Custom service works there because the bra store is not a mega-company with millions of customers. Plus, ...

Nearly two-thirds of consumers rank first-contact resolution as a leading aspect of a customer service experience, according to a survey of 1,000 consumers released earlier this month by Ujet and ...

Weather volatility leads to unpredictable energy bills, causing confusion and increased customer service calls. DTE's BillWise AI provides real-time alerts, forecasts, and explanations to help ...

Flip, an AI platform that automates customer service phone calls for enterprise brands, has raised $20 million in a Series A round as it reported surpassing 300 million calls handled across hundreds ...

In January of 2023, I wrote an article about how timeliness of resolution is the highest weighted driver of customer satisfaction for a phone interaction and discussed how the call recap is a ...

Thousands of customers have called the Baltimore Gas and Electric Company’s customer call center in the past year; many were met with hourslong wait times and unfulfilled promises from BGE to call ...