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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 ...

Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

Dear Eric: This is in response to “Need Help”, who encountered trouble understanding customer service reps. I worked in a call center, international department until my retirement. Because every phone ...

That is just a three-year window, and you may expect that high-profile firms like those on the 500 list may value the traditional human touch — and pay for it — more so than less deep-pocketed ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...

OREM — When you need help with some sort of problem — it could be a glitch with a product you've bought or maybe a billing issue with a service you use — your first instinct might be to Google a ...

A chatbot is an artificial intelligence tool designed to simulate real-time conversations with users. It operates around the clock, doesn't require breaks and can manage a high volume of requests ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...