Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

Opinion Research Corp. of Princeton said today that in its latest “Ouch Point” study, one in five U.S. respondents, or 20 percent, cited “hard to understand representatives with thick accents” as ...

It’s not just you: More U.S. customers than ever before report experiencing product and service problems. That’s according to the National Customer Rage Survey, a study of 1,000 respondents that has ...

You’ve got to hand it to people who work in customer service and those who handle complaints. They’re in thankless jobs that ...

For many hospitals, recording phone calls with patients about complaints or payment issues can promote better customer service, according to a report from National Patient Account Services. Having the ...

This May, the Financial Ombudsman Service (FoS) reported a 67% year-on-year spike in consumer complaints, with 141,846 lodged in the last six months of the year alone. Of all the sub-sectors, it was ...

PITTSBURGH — Tasha Ray has heard the soundtrack of hell, and it is the hold music of Aetna’s customer service line. Earlier this year, Ray found herself trapped in a doom-loop of phone frustration as ...