Abstract: The goal of Root Cause Analysis (RCA) is to determine the underlying concern from a host of concerns. In customer service, RCA can help organizations identify fundamental issues in customer ...

Large Language Models (LLMs) are recasting the relationship between humans & technology. There’s a complete transition in how we search, consume, and execute information on the web. LLMs are no longer ...

Abstract: This paper introduces a framework using multiple large language models (LLMs) to assess and enhance the customer service interactions of a staff in service industry. Effective communication ...

At the end of the day, we all have a desire to be taken care of in one way or another. We want someone to make us a cup of tea or pick up our favorite snack while at the grocery store. But for some, ...

In a prior column, I highlighted the life and work of Yvon Chouinard, the founder of Patagonia, who gave away that multi-billion-dollar company to organizations working on the environment, including ...

From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage. Generative AI is everywhere in customer service these days. It ...

Most of the staff of Voice of America, the federally funded news network, were put on administrative leave by the Trump administration in March. By Minho Kim and Chris Cameron Reporting from ...

Klarna is a $14.6 billion company that focuses on buy now, pay later payments. The company implemented an AI hiring freeze last year, which lasted for over 12 months. Now, the company is reversing ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

The language learning process is inherently rich in emotional experiences. With the affective turn toward positive emotions in second language acquisition (SLA), foreign language enjoyment (FLE) has ...