AI technologies are in a period of transition, one that might stretch on for years as technology evolves and the more cautious industries gradually get on board. While this phased integration may be ...

A new framework restructures enterprise workflows into LLM-friendly knowledge representations to improve customer support automation. By ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

Today, artificial intelligence (AI) has become a cornerstone of customer service and many companies are touting their automated systems as the pinnacle of efficiency and convenience. A rude awakening ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. In today’s tech-focused ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Companies know it’s not easy or simple to fast-track digital customer service transformation. Now it's time to get out in front. Most digital customer transformation initiatives fail for similar ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...