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

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...

Working in the customer service department involves several tasks that need to be performed exceptionally. These could include answering inbound calls, figuring out the answer to a client's inquiry, ...

But as anyone who has ever had frustrating conversations with a chatbot online or over the phone can attest, completely ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

You can call or text Delta for most questions, but canceling and changing eligible flights can be done online. In this era of flight changes and cancellations, airline customer service representatives ...