AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

The MarketWatch News Department was not involved in the creation of this content. First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their ...

Many companies and organizations have in recent years cut back on the number of employees dedicated to support issues, believing that AI solutions can handle this task for more efficiently.

While agentic AI is a natural extension of chatbots and other AI technology, the right use cases must be chosen.

Twenty-four-hour customer support with zero hold time, infinite personalization, customized care, and behavior-based response are all aspects of the customer experience that will be expected sooner ...

At its AI Summit last week, customer experience vendor Zendesk announced a broad set of enhancements to its AI capabilities, ranging from autonomous voice AI agents and a copilot for service admins to ...

Customers really don’t want more technology. What they really want is a better experience. So, how does a company use ...

We have all had this conversation before. You call a company with a real problem. Not a menu problem. Not a “press 1 for billing” problem. A human problem. You explain it carefully, patiently and you ...

Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.

First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their experience Artificial Intelligence surged throughout the 2025 holiday shopping season, ...