After years of steering customers away from phone calls to cut costs, businesses are warming to voice AI agents capable of ...

There seems to be an ENORMOUS problem in our society that not a lot of folks are talking about… People don’t know how to listen anymore! You can probably chalk it up to our collective short-attention ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

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 ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

Add Yahoo as a preferred source to see more of our stories on Google. NEW YORK, NEW YORK - AUGUST 11: A view of people walking by the Google logo on the building exterior of 111 Eighth Avenue on ...

Alex Rivlin was tackling a last-minute task for his European vacation. That’s how he got snagged in an artificial intelligence-enabled scam. Rivlin, who runs a real estate company in Las Vegas, needed ...

From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage. Generative AI is everywhere in customer service these days. It ...

One year ago, Microsoft launched its Contact Centre as a Service (CCaaS) solution, powered by AI. In just 12 months, it has already helped reshape how organisations connect with their customers, ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.