We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Insurance agencies looking for customer service staff has gone on for years. Just check the online job ads for these positions. There are always openings. Processing Content When we fill these roles, ...

But as anyone who has ever had frustrating conversations with a chatbot online or over the phone can attest, completely ...

People are using AI to call customer service, negotiate bills, or cancel subscriptions. Companies are working out how to ...

Dr. Elizabeth Yuko is a bioethicist and adjunct professor of ethics at Fordham University. She has written for The New York Times, The Washington Post, The Atlantic, Rolling Stone, CNN & Playboy.

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...