After years of steering customers away from phone calls to cut costs, businesses are warming to voice AI agents capable of ...

Power utility Eskom is rolling out a new customer service model that features mobile customer hubs, digital platforms and self-service tools. This, after Eskom chairperson Mteto Nyati told ITWeb that ...

The hype surrounding ChatGPT started with a murmour at the end of 2021, before building into a crescendo last December when Open AI finally released a working version to the public. While debate ...

Gone are the days when people used to send “strongly-worded” letters to companies or spend hours on hold to speak to a company about a product or service. Now, thanks to the proliferation of mobile ...

Artificial intelligence is rapidly transforming the landscape of customer service, offering businesses new ways to engage with customers across borders and cultures. As organisations seek to deliver ...

Klarna CEO Sebastian Siemiatkowski plans, long term, to reduce the buy now, pay later company's headcount and reliance on customer service outsourcing, he said during a wide-ranging conversation with ...

New Habitat head of UK trading Mark Hislop is testing a string of initiatives, including a team of 'super sellers', at its latest store in the West Midlands. The 19,500 sq ft (1,810 sq m) shop at ...

It's undeniable; retail customer service is facing an era of dramatic change. According to analysis from global consultancy, Deloitte, consumers increasingly digital lifestyles are altering ...