On a recent flight from Atlanta to Austin, Keisha McCotry got trapped in an AI maze. She was trying to reach her airline to ask about flying with a sprained ankle, which made it difficult to walk to ...

If you’ve called customer service recently, you already know this story. Somewhere along the line, the business world convinced itself that customer service could be automated, camouflaged and buried ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...