I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So ...

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

The numbers are sobering. Organizations invested $47 billion in AI initiatives during the first half of 2025, yet 89% of that spend delivered minimal returns. Most projects collapsed under the weight ...

At its AI Summit last week, customer experience vendor Zendesk announced a broad set of enhancements to its AI capabilities, ranging from autonomous voice AI agents and a copilot for service admins to ...

First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their experience Artificial Intelligence surged throughout the 2025 holiday shopping season, ...

Telecom providers are ditching clunky decision-tree chatbots for autonomous AI agents, and it should make customer service a ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

CoSupport AI is officially launching its all-in-one AI platform for customer support. By combining autonomous support, enhanced agent productivity, and real-time business intelligence, CoSupport AI ...

SoundHound AI, Inc., a global leader in voice and conversational AI, announced the expansion of its relationship with Five Guys, one of the nation’s most iconic burger brands. The renewal highlights ...

The MarketWatch News Department was not involved in the creation of this content. First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their ...