Forbes contributors publish independent expert analyses and insights. TerDawn DeBoe covers small business AI strategy and ROI measurement. This voice experience is generated by AI. Learn more. This ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

As AI agents gain momentum in customer service, new Liveops research finds enterprise CX leaders are rejecting AI-only automation in favor of models that combine AI with human judgment, empathy and ...

Liveops, a leader in flexible customer experience solutions, today released its 2026 AI Maturity Benchmark for Customer Experience, a new global research report showing that enterprise customer ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

A frustrated customer on hold, an agent juggling dozens of cases, a conversation that could go wrong in seconds. AI is stepping in to turn those tense moments into seamless, personalized interactions ...

Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest ...

Editor’s note: This is a guest article from Eric Keller, senior director analyst in Gartner’s customer service practice. AI is seemingly everywhere in customer service. While AI leaders suggest the ...

The company expands its AI-native CX platform with the new Kustomer Architect, reinforcing its outcome-driven approach to customer experience by bringing together AI, customer context, workflows, and ...

The hospitality industry has always thrived on one major ingredient: human connection. From the warm smile at a hotel reception to personalised attention in restaurants and resorts, people remain at ...