One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

A chatbot is an artificial intelligence tool designed to simulate real-time conversations with users. It operates around the clock, doesn't require breaks and can manage a high volume of requests ...

Three new categories recognize agentic AI, AI-powered customer service and self-service, and AI for customer data and ...

Will Salesforce decaNLP model live up to the hype? Salesforce's decaNLP model made a big splash at Dreamforce. But can it deliver on its promises? Here's what to expect from the natural language ...

Customers are three times more likely to use a third-party generative AI tool than a brand-owned chatbot for customer service, a Gartner survey of more than 3,500 B2B and B2C customers found. The ...

The push to automate customer service is no longer theoretical, and investors are starting to ask whether AI chatbots are costing companies repeat revenue. A Gartner survey on AI in customer service ...

For decades, artificial intelligence researchers and chatbot developers have been chasing the vaunted Turing test -- in this context, a bot's conversational responses and cues passing as those of an ...

Speed is an important element of self-service, but it’s not the only thing that matters. Balancing speed and quality is particularly important for developing trust in generative AI. Customers are open ...