The report, issued in response to a July inquiry from Sen. Elizabeth Warren (D-Mass.), examined how SSA calculates its call wait-time data.

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

The arrival of agentic AI looks set to herald the death of hold music. Unlike traditional chatbots, AI agents can process complex information, reason through nuanced problems, and take decisive action ...

AI receptionist platform proves artificial intelligence can reliably handle real customer conversations at scale.

Consumers increasingly expect to see value quickly. Shoppers expect same-day delivery, comparable prices, immediate responses, subscription options, and easy return processes. All of these things are ...

This study focuses on the optimization of Artificial Intelligence-driven Customer Relationship Management (AI-CRM) systems, taking domestic fast-moving consumer goods (FMCG) retail enterprise A as the ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

A woman blasted a restaurant in a bad review after finding "a leaf" in her baked beans, and the eatery went viral for its polite but cheeky response that offered a quick culinary lesson and sparked a ...

After finishing a meal at a restaurant, a Negative Nancy of a customer wasted no time running home to write a not-so-great review of their experience. Well, the restaurant looked at it as an ...

A restaurant’s witty response to a customer’s review has left internet viewers in stitches. Reddit user u/raj000777 shared a screenshot of the exchange on the subreddit r/funny, where it quickly went ...

In October 2025, a screenshot circulated on social media that allegedly showed a Campbell's Facebook page responding to a homophobic comment. The image purportedly captured an exchange between a user ...

While not always perfect, customer experience in the telecommunications industry has come a long way, and it continues to improve. What was once measured by basic metrics like Net Promoter Score (NPS) ...