Sarah Lynch Baldwin is a deputy managing editor of CBSNews.com. She helps lead national and breaking news coverage and shapes editorial workflows. A "drone-related incident" sparked a fuel tank fire ...

When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

In a major breakthrough in human tissue replication, for the first time ever a 3D-printed cornea has been transplanted onto a legally blind patient's eye, successfully restoring their sight. That's ...

Policing data hosted in Microsoft’s hyperscale cloud infrastructure could be processed in more than 100 countries, but the tech giant is obfuscating this information from its customers, Computer ...

Alex Rivlin was tackling a last-minute task for his European vacation. That’s how he got snagged in an artificial intelligence-enabled scam. Rivlin, who runs a real estate company in Las Vegas, needed ...

Has Vanguard Fixed Its Customer Service Problems? Dan Lefkovitz: The question that’s probably top of mind for a lot of our listeners: Where do things stand with regard to the customer service ...

To drive growth, companies should transform customer support from reactive to predictive and proactive. Using foresight, ethical data and strategic alignment can turn customer experience into a key ...

When it comes to customer satisfaction, one fast food chain has been consistently ranked at the top for happy customers. But Chick-fil-A’s continued dominance comes as the fast food industry faces a ...

A chatbot is an artificial intelligence tool designed to simulate real-time conversations with users. It operates around the clock, doesn't require breaks and can manage a high volume of requests ...

McGill University provides funding as a member of The Conversation CA. McGill University provides funding as a member of The Conversation CA-FR. Customers contact companies regularly to purchase ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...