Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

Consumers are increasingly adopting unofficial third-party genAI tools, such as ChatGPT, Google AI Overviews, and Apple Intelligence, to resolve their customer service issues, the research firm found.

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...