Customer Service
74% of consumers had to explain their problem twice to an AI assistant
According to Twilio, most customers say bots save them time. Yet when the bot hands them off to an agent, they still have to explain the same thing from scratch.
Customer Service
Customer Service
New York proposes rule giving customers stuck with AI bots the right to a human agent
A proposal from the city's Department of Consumer and Worker Protection would treat automated customer service that fails to solve problems as a deceptive trade practice and impose penalties starting at $525 on violators.
Customer Service
Saudi municipality builds a voice assistant that lets older residents handle government business by speaking their dialect
Researchers put the word error rate at about 13% for formal Arabic and an average of around 30% for dialects. The municipality's assistant learned from recordings of the region's own residents.
Customer Service
Talkmobile: More than 10% of Britons have stopped complaining, saying it isn't worth the hassle
Talkmobile's study also shows that automated chatbots deter 25% of people. Only 13% of consumers are willing to use online chat.
Customer Service
AI-delivered service comes across as friendly but scores lower on understanding
In a study that asked 7,001 consumers in seven countries about their recent service experiences, AI-handled interactions scored higher on courtesy than on understanding.
Customer Service
AI is answering calls at eHealth; Regal, which sells the agent, says purchase rates are 27% higher than with humans
The figures come from Regal, which provides Alice, the voice agent eHealth uses: the agent answers every call immediately, and 77% of callers' satisfaction ratings are "exceptional."
Customer Service
Forrester draws six leadership lessons from 2026 Total Experience honorees Home Depot and CareFirst
The common lesson Forrester draws from the two companies: a customer experience team cannot deliver total experience on its own. Experience depends on decisions made at every level of the organization about employees, technology, operations and measurement.
Customer Service
Jason S Bradshaw suggests three steps to carry the excitement of Customer Experience Day into the year-end rush
Three recommendations from Bradshaw, former head of customer experience at Target: ask the people who work directly with customers and fix one problem; go through every step as a real customer would and reduce the friction points; and measure how well promises are kept.
Customer Service
Alchemer: Nearly 9 in 10 U.S. consumers say AI has hurt their experience with companies
The survey of 2,000 U.S. consumers relies on self-reported data. The two biggest complaints are being unable to reach a person when needed and having to repeat the same information.
Customer Service
ServiceNow: 50% of customers say lack of empathy is their biggest frustration
While 50% of customers cite a lack of empathy as their biggest frustration, only 23% of executives see it as a priority issue.