Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Customer service plays an important role in retaining clients and preserving the flow of repeat revenue. You also can take steps to use your customer service policies as a strategic advantage over the ...

Customer service has greatly benefited from artificial intelligence already, though many customers and company staff members have also been frustrated. AI has had problems, but better AI, better ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

When a customer service representative answers the phone, the customer should be able to hear a smile in the representative's voice. The service associate gives her name, thanks the customer for ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...