Consistent products and services are the top driver of trust at 59% of consumers, followed by help from real people at 56%, ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

WALTHAM, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM today announced the industry’s first workflow-powered, agentic approach to customer ...

SAP deflected support cases using AI search across 47 sources. Success came from piloting in Concur, measuring the right ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

Artificial intelligence-powered communication automation provider IntelePeer Cloud Communications LLC announced Thursday it has raised $140 million in new equity and debt financing to support the ...

More and more lately, businesses have become very disrespectful to patrons of their stores, in the establishment of the practice of the self-checkout option offered to customers. In my mind, Self ...

When it comes to their purchasing decisions, B2B buyers, like other consumers, want to learn about products on their own, and their first step is rarely contacting sales reps. In fact, recent research ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

EasyJet Holidays has revealed plans for ‘self-service’ trade support to help travel agents on bookings. Chief operating ...