Psychology says people who don't like talking to customer care aren't necessarily antisocial, they may be trying to reduce stress and uncertainty

Psychology suggests that people who dislike talking to customer service are not necessarily impatient, rude, or antisocial.
Business Wire

SoundHound AI Launches Fully Automated Smart Answering Service That Lets Any Business Handle Customer Service Calls With Voice AI

SANTA CLARA, Calif.--(BUSINESS WIRE)--SoundHound AI, Inc. (Nasdaq: SOUN) (“SoundHound”), a global leader in voice artificial intelligence, today announced that its fully-automated Smart Answering ...
T&D

How DTE Energy Is Using AI for High-Bill Calls and Building Customer Trust

Weather volatility leads to unpredictable energy bills, causing confusion and increased customer service calls. DTE's BillWise AI provides real-time alerts, forecasts, and explanations to help ...
TechSpot

Google is testing a feature that holds customer service calls for you until a human representative arrives

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...
Entrepreneur

‘There Were a Lot of Naysayers’: Half of T-Mobile’s Customer Calls Are Now AI — And That’s Just the Beginning

T-Mobile is using AI to proactively resolve customer issues, aiming to eliminate the need for support calls altogether. Voice AI now handles about half of customer service calls, contributing to over ...
Forbes

Chatbot Customer Service? Not The Way Comcast/Xfinity – Or Most Companies – Do It.

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...
The Baltimore Sun

‘Systemic failings’ in BGE customer call center haven’t been addressed, state finds

Thousands of customers have called the Baltimore Gas and Electric Company’s customer call center in the past year; many were met with hourslong wait times and unfulfilled promises from BGE to call ...