According to a report from Salesforce, 61 percent of customers would prefer to resolve their customer service ... each agent is given access to the company data relevant for doing its job.

This helps keep agents focused on the nuanced and human elements of customer service which AI cannot replicate. And it improves their efficiency and enhances their job satisfaction, as they can ...

Love it or hate it, so-called generative artificial intelligence has proved its ability to make at least one type of worker more productive on the job. Using the enhanced AI boosted the ...

“That job is gone,” he said. “100 percent.” Suumit Shah never liked his company’s customer service team. His agents gave generic responses to clients’ issues. Faced with difficult ...

This includes negative experiences, such as long wait or hold times, not being able to speak to an agent ... Statistics projects that job growth for customer service representatives will decline ...