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

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Customer service is evolving fast. Traditional chatbots and support teams alone can’t keep up with rising expectations. That’s where AI agents come in—smart, autonomous systems built to handle ...

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear ...

When we outlined our CX trends for 2026, we talked about how autonomous service is replacing traditional customer service. Yes, our claim that the CSA (customer service agent) role is dead has a ...

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 ...

Intercom Inc. is expanding the role of its Fin artificial intelligence customer agent beyond customer support for the first time, positioning it as a sales assistant that operates across all stages of ...

Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest airport.