In today’s fast-paced digital world, customers expect instant answers, personalized interactions, and 24/7 availability. Waiting on hold ...

Person of the Year is one of our most enduring franchises. Every year, we aim to name a Person of the Year—the person, group, or concept that had the most influence on the world during the previous 12 ...

When ChatGPT launched in late 2022, it was a novelty. It didn’t take long, however, for competition to come along. Early on, there weren’t many ChatGPT alternatives available that weren’t in-house, ...

In a warning to global carriers adopting AI for customer service platforms, Air Canada lost a small claims court case against a grieving passenger when it tried and failed to disavow its AI-powered ...

To date, businesses have used artificial intelligence (AI) to enhance the customer journey in areas such as customer support and content creation. As a result, while customer communications platforms ...

A lot is happening in the world of search right now, and for many, keeping pace with these changes can be overwhelming. The rise of chatbots and AI assistants – like ChatGPT and its new model GPT-4o, ...

There’s no definitive choice when deciding between chatbots and virtual assistants for your customer service strategy. The best option depends on your specific needs. Both chatbots and virtual ...