For simple questions, Amazon's AI chat feature (launched in 2024) called "Rufus" can help customers solve some problems and ...

The bra store is all about custom service rather than homogenized, automated customer service. Custom service works there because the bra store is not a mega-company with millions of customers. Plus, ...

California AB 1609 requires large businesses over $500M in revenue to connect customers with a human agent within 15 minutes or offer a callback.

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

California Governor Gavin Newsom signs AB 1609, requiring companies with $500M+ revenue to connect customers to live agents ...

It may be uncomfortable to admit that the issue isn’t effort. Companies have spent decades reorganizing around the customer: task forces, journey-mapping workshops, merged departments, and a parade of ...

PSEG today released its 2026 Sustainability Report, providing a comprehensive overview of our impact on customers and communities, and actions PSEG is taking to strengthen operations, enhance ...

Repeated questions, endless transfers, bots that don't understand. The same service failures keep pushing customers over the ...

The Retail Reality Check Report connects return fraud, freight cost, and peak-season prep back to how retailers vet and ...

An Xfinity customer got a free watch offer, but now, they said they have to pay an additional monthly fee to cover its cost. According to the Reddit thread, the original poster said they agreed to a ...

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

Watchdog will look into the Cabinet Office's management of the transition from MyCSP's administration and at Capita's running ...