Consumers are increasingly adopting unofficial third-party genAI tools, such as ChatGPT, Google AI Overviews, and Apple Intelligence, to resolve their customer service issues, the research firm found.

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

At some point or another, you’ve likely received a defective product you’ve purchased from a retailer. Or, perhaps a service you paid for doesn’t meet agreed upon expectations. Whatever the case, ...

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

STAMFORD, Conn. March 5, 2025 — By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs, ...

Entertainment companies are very different when it comes to their complaint, request and troubleshooting practices. How a platform handles these interactions can make or break a user’s loyalty – ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Customer service is all about managing emotions. Whether a caller needs help fixing a product or taking care of a task right before the holidays, the customer has come to your team for help. How you ...

Add Yahoo as a preferred source to see more of our stories on Google. When you buy through our links, Business Insider may earn an affiliate commission. Learn more As one of the world's largest ...