AI-driven support systems can operate continuously, assisting customers beyond standard business hours and catering to global audiences.

Aware of Americans’ collective impatience with IVR, Democratic Sen. Ruben Gallego of Arizona and Republican Jim Justice of ...

Most customer service systems were built to respond. A customer reaches out. A ticket is created. An agent steps in. It’s a cycle that works, until it doesn’t.

Experts share how to shift from traditional, on-premises phone systems to cloud-based platforms such as Cisco Webex, ...

Everyone gets angry over customer service call centers – both the frustrated customers, and the employees on the receiving end of callers' ire. Now, an artificial intelligence bot can step in to ...

These three strategies are designed to address customer service gaps and create a system that actually serves customers’ needs.

Okta upped its original estimate of customer support users affected by a recent breach from 1 percent to 100 percent, citing a “discrepancy.” ...

Contrary to its earlier analysis, Okta has confirmed that all of its customer support system users are affected by the recent security incident.

The City of Richmond says they have reached a milestone in its mission to improving customer service delivery to people with public utility accounts.