AI agents from startups including Dazzle, Duckbill and Wajo still rely on human workers for calls and other real-world tasks ...

Customer service can be a "really, really difficult job." Will AI make it easier — or cause even more headaches?

Consumers are bringing their own AI tools into customer service conversations to research policies, prepare questions and ...

Banks have detected personal AI agent activity inside customers' accounts as experts warn about the risks of oversharing with ...

Agentic commerce is transforming customer experience, with each layer of a purchase potentially having its own agent.

Cresta, the AI operating system for customer experience, today announced end-to-end self-service for developers building AI agents in-house or for their clients. Teams can now build, test, deploy, and ...

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...

Cisco announces Webex AI agents for meetings and customer service. Learn what IT teams should check about availability, integrations and access controls.

AI in customer service is cost-effective and efficient, but there are significant drawbacks that are eroding brand trust and damaging customer relationships in ways dashboards don’t capture. AI ...

A deflected ticket can still mean a lost customer. Text's customer success chief explains what businesses should measure to ...

JPMorgan Chase CEO Jamie Dimon has said the bank will not let just any outside AI agent inside its systems because the access ...

Some large banks are restricting AI agents while weighing how to grant useful access without surrendering control over ...