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 ...

Certain skills that are inherently “human”—creativity, wisdom, emotional intelligence, communication and empathy—are what make an organization thrive.

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 ...

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 ...

Sinch reports that 74% of AI customer service chatbots are shut down or rolled back post-launch due to failures, affecting ...

Service businesses are built on trust, emotion, and problem-solving in real time. Even if you gain short-term efficiency with technology, you risk losing the thing that creates loyalty, referrals, and ...

Customer Experience - Customers say speed is the biggest benefit of getting service from an automated agent versus a human ...

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 ...

Hippo today announced it is scaling Hannah, its AI-powered service representative, the latest step in Hippo's multi-year ...

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 ...