A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

Forbes contributors publish independent expert analyses and insights. TerDawn DeBoe covers small business AI strategy and ROI measurement. This voice experience is generated by AI. Learn more. This ...

70% of companies deploying customer service AI agents see ROI in 60 days ...

Bye bye, humans in customer service? One out of every two of you? Yes, if a Forrester prediction comes true in four years. Researchers predict that by 2030, 49% of current customer service jobs will ...

As AI agents gain momentum in customer service, new Liveops research finds enterprise CX leaders are rejecting AI-only automation in favor of models that combine AI with human judgment, empathy and ...

Editor’s note: This is a guest article from Eric Keller, senior director analyst in Gartner’s customer service practice. AI is seemingly everywhere in customer service. While AI leaders suggest the ...

Service businesses are built on trust, emotion, and problem-solving in real time. Even if you gain short-term efficiency with technology, you risk losing the thing that creates loyalty, referrals, and ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

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 ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Liveops, a leader in flexible customer experience solutions, today released its 2026 AI Maturity Benchmark for Customer Experience, a new global research report ...