AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

A new study confirms that chatbot empathy backfires in customer service. Instead of calming frustrated customers, it triggers a negative response that makes the experience feel even worse.

Although Yelp’s users have always been able to dive into its reservoir of 330 million local business reviews, they sometimes ...

The parents of two Texas children are accusing a popular chatbot service of exposing minors to sexual content and hinting that one of the children should kill his parents, according to a lawsuit. The ...

When a service encounter goes south, customers expect empathy. Hearing an employee say, "I share your frustration," can calm ...