Showing 1 to 12 of 56 results
Inaccurate Speech-to-Text Metrics Hamper Customer Service AI
The article critiques the use of Word Error Rate (WER) and Character Error Rate (CER) as primary metrics for evaluating speech-to-text accuracy in customer service, advocating for task success as a superior benchmark.
Inaccurate Speech-to-Text Metrics Hamper Customer Service AI
The article critiques the use of Word Error Rate (WER) and Character Error Rate (CER) as primary metrics for evaluating speech-to-text accuracy in customer service, advocating for task success as a superior benchmark.
Progress
40% Bias Score
AIG Wins Gold Medals for Customer Service Excellence, Reports Stabilization in Car Insurance Prices
AIG Israel won gold medals in customer service excellence awards, while their CEO, Yifat Reiter, reported a stabilization and potential decrease in car insurance prices in 2025, despite a significant rise in recent years, attributing some of the increase to a surge in car thefts.
AIG Wins Gold Medals for Customer Service Excellence, Reports Stabilization in Car Insurance Prices
AIG Israel won gold medals in customer service excellence awards, while their CEO, Yifat Reiter, reported a stabilization and potential decrease in car insurance prices in 2025, despite a significant rise in recent years, attributing some of the increase to a surge in car thefts.
Progress
44% Bias Score
Southwest Airlines Reclaims Top Spot in 2025 Airline Quality Rating
Southwest Airlines regained the top ranking in the 2025 Airline Quality Rating, surpassing Delta Air Lines, due to significant operational improvements, while Delta's customer service plummeted following a major IT outage.
Southwest Airlines Reclaims Top Spot in 2025 Airline Quality Rating
Southwest Airlines regained the top ranking in the 2025 Airline Quality Rating, surpassing Delta Air Lines, due to significant operational improvements, while Delta's customer service plummeted following a major IT outage.
Progress
36% Bias Score
Social Security Administration Under Investigation for Call Center Wait Times
Acting Inspector General Michelle Anderson will review the Social Security Administration's call center wait times and service delivery, prompted by Senator Elizabeth Warren's concerns following a Department of Government Efficiency reorganization that led to staff departures and service disruptions...
Social Security Administration Under Investigation for Call Center Wait Times
Acting Inspector General Michelle Anderson will review the Social Security Administration's call center wait times and service delivery, prompted by Senator Elizabeth Warren's concerns following a Department of Government Efficiency reorganization that led to staff departures and service disruptions...
Progress
28% Bias Score
AI Agent Market to Triple by 2030, Driven by Cross-Industry Value
The chatbot (AI agent) market is projected to grow from \$7.8 billion in 2024 to \$27.3 billion by 2030, driven by measurable value creation across diverse sectors like customer service, healthcare, education, and creative services.
AI Agent Market to Triple by 2030, Driven by Cross-Industry Value
The chatbot (AI agent) market is projected to grow from \$7.8 billion in 2024 to \$27.3 billion by 2030, driven by measurable value creation across diverse sectors like customer service, healthcare, education, and creative services.
Progress
48% Bias Score
AI Revolutionizes Customer Service: Opportunities and Challenges
AI futurist Zack Kass outlined three phases of AI's impact on customer experience: enhanced applications, autonomous agents, and natural language operating systems, emphasizing both the opportunities and challenges of this technological shift, including job displacement and the importance of human i...
AI Revolutionizes Customer Service: Opportunities and Challenges
AI futurist Zack Kass outlined three phases of AI's impact on customer experience: enhanced applications, autonomous agents, and natural language operating systems, emphasizing both the opportunities and challenges of this technological shift, including job displacement and the importance of human i...
Progress
48% Bias Score
Junts secures Catalan language rights in customer service; tensions remain with coalition partners
In March, Junts per Catalunya (Junts) and the Spanish government secretly agreed to require companies with over 250 employees and €50 million in revenue to handle customer complaints in co-official languages if the request originates from a region with a co-official language, a fact Junts publicly a...
Junts secures Catalan language rights in customer service; tensions remain with coalition partners
In March, Junts per Catalunya (Junts) and the Spanish government secretly agreed to require companies with over 250 employees and €50 million in revenue to handle customer complaints in co-official languages if the request originates from a region with a co-official language, a fact Junts publicly a...
Progress
48% Bias Score
Personalization: From Nice-to-Have to Competitive Advantage
The evolution of personalization in customer experience, driven by AI and data analysis, is transforming business success, with 79% of US customers finding personalized experiences important and 89% of business leaders believing it crucial for future success.
Personalization: From Nice-to-Have to Competitive Advantage
The evolution of personalization in customer experience, driven by AI and data analysis, is transforming business success, with 79% of US customers finding personalized experiences important and 89% of business leaders believing it crucial for future success.
Progress
40% Bias Score
20 Customer Service Strategies from Forbes Business Council Experts
Forbes Business Council members share 20 low-cost, high-impact customer service strategies that focus on building relationships, improving communication, and exceeding customer expectations.
20 Customer Service Strategies from Forbes Business Council Experts
Forbes Business Council members share 20 low-cost, high-impact customer service strategies that focus on building relationships, improving communication, and exceeding customer expectations.
Progress
32% Bias Score
Customer Patience Crisis: Declining Service, Rising Expectations
American customer satisfaction has fallen for three consecutive quarters, with only 2.2 chances given before customers switch brands, driven largely by Gen Z's impatience and a preference for superior service over acceptable service.
Customer Patience Crisis: Declining Service, Rising Expectations
American customer satisfaction has fallen for three consecutive quarters, with only 2.2 chances given before customers switch brands, driven largely by Gen Z's impatience and a preference for superior service over acceptable service.
Progress
48% Bias Score
The Reality Rule: Transforming Difficult Customers into Loyal Advocates
This article introduces the "Reality Rule" in customer service: treat customers well regardless of their behavior, aiming to transform difficult customers into loyal advocates and boost employee satisfaction. 81% of customers would return to a company that actively sought to make amends for a bad ex...
The Reality Rule: Transforming Difficult Customers into Loyal Advocates
This article introduces the "Reality Rule" in customer service: treat customers well regardless of their behavior, aiming to transform difficult customers into loyal advocates and boost employee satisfaction. 81% of customers would return to a company that actively sought to make amends for a bad ex...
Progress
44% Bias Score
NS&I Faces Criticism Over Unclaimed Premium Bonds and Poor Customer Service
NS&I holds over £105 million in unclaimed Premium Bonds, highlighting poor customer service, including issues with tracing lost accounts and handling bereavement claims; the bank missed customer satisfaction targets for several years and is facing criticism for outdated processes.
NS&I Faces Criticism Over Unclaimed Premium Bonds and Poor Customer Service
NS&I holds over £105 million in unclaimed Premium Bonds, highlighting poor customer service, including issues with tracing lost accounts and handling bereavement claims; the bank missed customer satisfaction targets for several years and is facing criticism for outdated processes.
Progress
48% Bias Score
Showing 1 to 12 of 56 results