Customer Experience - Customers say speed is the biggest benefit of getting service from an automated agent versus a human ...

New data reveals how customers really feel about AI in service, and why human connection still plays a critical role in trust ...

Sinch reports that 74% of AI customer service chatbots are shut down or rolled back post-launch due to failures, affecting ...

AI agents are moving from assistants to active participants in sales calls.

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

Organizations across industries are increasingly adopting intelligent automation technologies to improve efficiency, accelerate decision-making, and ...

A customer at a home improvement store wants to build a comprehensive smart security system. They approach an avatarin social robot, asking for help finding compatible cameras, sensors, and smart hubs ...

As companies continue to invest in AI agents for self-service, customers overwhelmingly prefer to speak to a human. CX leaders who ignore this simple fact do so at their own peril. In Metrigy’s ...

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

As AI agents gain momentum in customer service, new Liveops research finds enterprise CX leaders are rejecting AI-only automation in favor of models that combine AI with human judgment, empathy and ...

His work focuses on using behavioral science, gamification and AI to help individuals demonstrate real skills instead of ...

Editor’s note: This is a guest article from Eric Keller, senior director analyst in Gartner’s customer service practice. AI is seemingly everywhere in customer service. While AI leaders suggest the ...