Aware of Americans’ collective impatience with IVR, Democratic Sen. Ruben Gallego of Arizona and Republican Jim Justice of ...

Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're among the roughly 70% of Americans who find interacting with ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Empathy is the performance engine of modern contact centers. When taught through targeted training, reinforced by coaching, ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

The California Department of Tax and Fee Administration launched a new virtual assistant that uses artificial intelligence to answer Californian’s tax questions. The department hopes the tool will ...

To understand how AI will reshape the future of work, there are few better places to start than India’s $280 billion business process outsourcing sector. GURGAON, India — For three years, Kartikeya ...

Megan Cerullo is a New York-based reporter for CBS MoneyWatch covering small business, workplace, health care, consumer spending and personal finance topics. She regularly appears on CBS News 24/7 to ...