Part of the worsening customer experience the retail industry faces today comes from a lack of adequate voice automation to streamline interaction with customer service calls. Wait times are ...

The idea of a machine acting as a customer has been speculated about in conjunction with emerging technologies for several decades. As early as the 1980s and 90s, visions of "smart" internet-connected ...

Contact center volume jumped markedly when the COVID-19 pandemic forced the closures of physical locations around the world, meaning contact centers were the sole source of customer-company ...

The growth of machine customers is projected to be more significant to enterprises than the arrival of digital commerce. In the next few years, customer service and support leaders must prepare for ...

Machine Customer refers to software programs, autonomous devices, or both that act as actors engaging in transactions such as purchasing goods and services on behalf of humans or other machines. In ...

We've all been there: dialling a customer service number with high hopes of speaking to a real person, only to find ourselves trapped in an automated labyrinth. You're shuffled around, stuck on hold ...