You call customer service to help solve an issue. Then an annoying AI bot wastes your time and leads you in circles. Next ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

Airbnb started rolling out an AI-powered customer service bot in the U.S. last month, CEO Brian Chesky said during the firm’s first-quarter conference call on Thursday. Chesky said 50% of Airbnb’s U.S ...

The UK-based package delivery service DPD has disabled parts of its AI chatbot service after the bot was caught swearing at customers and even insulting DPD, multiple outlets have reported. A ...

Service bots are revolutionizing the marketplace, from traditional retail and food-and-beverage to health care. These autonomous systems, from physical robots to digital chatbots, are designed to ...

This all started so simply. ASOS customer Nick just wanted to know the status of his return. Due to the company’s automated customer service bots however, Nick is more confused now than when he ...

AI is still working out its kinks. As chatbots embed in enterprise services we're getting a better idea of just how worthless they are at this point. Reading time 5 minutes Welcome to AI This Week, ...