Customer Service: Page 7

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    mixetto via Getty Images
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    Generative AI finds a tentative home in customer service

    Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.

    By • Nov. 8, 2023
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    alvarez via Getty Images
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    In the age of self service, live agents remain a must-have

    Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.

    By • Nov. 7, 2023
  • A person assists a family in getting a product behind glass casing at a store. Explore the Trendline➔
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    Brandon Bell via Getty Images
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    Trendline

    Customer service

    In this Trendline, CX Dive explores how customer service is evolving to fit the needs of the modern businesses and demands of today’s customers.

    By CX Dive staff
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    William Thomas Cain / Stringer via Getty Images
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    Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

    Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.

    By • Nov. 6, 2023
  • A red brick building with an REI sign on it.
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    Daphne Howland/CX Dive
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    REI cuts 275 employees in store operations overhaul

    Those impacted are in the retailer’s “lead” role, which is being eliminated as the company revamps its store operating model.

    By Cara Salpini • Oct. 16, 2023
  • ServiceNow office building in Silicon Valley
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    Sundry Photography via Getty Images
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    ServiceNow targets service management with generative AI integrations

    The IT service management solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history.

    By Lindsey Wilkinson • Sept. 20, 2023
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    Permission granted by Twilio
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    Twilio taps AI to boost CX in calls

    The Voice Intelligence tool will record and analyze the content of a call in real-time and can automatically redact personally identifiable information.

    By Lindsey Wilkinson • Aug. 23, 2023
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    Vnoam3d via Getty Images
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    Deep Dive

    Generative AI’s momentum casts uncertainty over the future of the IT service desk

    Experts wonder what role these tier one technologists will play in IT departments moving forward, even if analysts believe fears of imminent job loss are overblown.

    By Lindsey Wilkinson • Aug. 21, 2023
  • Exterior front rendering of Discover Financial Services' Chatham Customer Care Center in Chicago, Illinois.
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    Permission granted by Discover
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    Discover finds tech upskilling model in Chicago customer care hub

    The company looks at the Chatham call center and technology hub as a model for site selections, hiring procedures, customer service experience and community development.

    By Lindsey Wilkinson • Aug. 11, 2023