Finding customer service help online can be a pain. Filtering through a knowledge base to find the right answer to your question can be an exercise in fighting with nested frequently asked questions ...

Cloudflare has introduced "Friendly Bots," a new way to verify an online bot's identity. Bots are applications designed to automatically perform specific, repetitive tasks online without the need for ...

Microsoft launched its Azure Bot Services today to give bot creators the option to move their bots into the cloud and let Microsoft handle server and storage issues, the company announced today. Alexa ...

A few years ago at its Build developer conference, Microsoft made its conversation as a service (CaaS) offerings the centerpiece of its announcements. This year, Microsoft made some solid advancements ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Consumers today have high expectations for customer service. They want ...

On the second floor of a high-rise office building in Richmond, Va., six bots are quietly delivering better customer service. Would you like to meet them? Ada handles claims. Walter III specializes in ...

Every year, tens of millions of adults in the U.S. are asked to contact Quest Diagnostics for healthcare-related services that range from routine blood work to complex genetic and molecular testing.

Editor's Note: The following is a guest post from Rurik Bradbury, LivePerson's global head of research and communications. Last year was dubbed by some the year of "conversational commerce." The idea ...

If your businesses is increasingly using AI to handle customer service requests, consider just how much authority you want the bot to have.

Customers already expect to interact with an automated chatbot when trying to get help from a company's customer service department. But soon that bot will be making its own decisions. Salesforce is ...