Studies have shown that people dislike attempts to make AI convincingly human. But emphasizing the essential role of humans in AI tools can help reduce resistance to adoption.
The Tuck School of Business’ Vijay Govindarajan explains why companies can’t rely on planned obsolescence anymore.
A/B testing by Instacart suggests that telling customers about stocking times can increase spending and decrease the proportion of items replaced or refunded.
Sponsor content from Intercom.
Brands racing to embrace customer service chatbots risk neglecting disabled communities.
The five stories that have resonated most with our readers this year.
“Evolvable scripts” are brief instruction sets that are easy to understand and remember, and allow room for employees to adapt to specific and changing needs.
Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction.
Qualtrics is adding a new menu of AI features that ingest huge amounts of customer data to create insights for global customers seeking to better manage customer experiences.
PBX (Private Branch Exchange) allows you to use the same system to manage outgoing and incoming calls, plus internal communication. Learn how to leverage PBX to stay competitive.
