If you want to smooth over irate clients and offer more efficient customer services, consider conversational bots instead of a roomful of human company reps. Researchers see consumers' comfort levels with a variety of chatbot technologies softening towards customer service, scheduling, banking, and therapy...
In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic di...
An alarming number of major U.S. retailers, industrial firms, government agencies and other organizations have been hit in a recent wave of cyberbreaches that may signal increasing vulnerability for consumers and businesses alike. Cyberthieves have used a variety of methods to infiltrate corporate c...
As I write this, I'm listening to twangy guitar music that calls up vague images of big spiny cactus, dust, and a riderless swaybacked horse. Lots of dust. I've been listening to the same few bars for 43 minutes and counting. Every few seconds, the music is interrupted by this: "We apologize for the...
Verizon CEO Lowell McAdams last week confirmed that his company was exploring an acquisition of some of Yahoo's assets, which would be placed under the corporate umbrella of Verizon's AOL unit. McAdams discussed Verizon's interest in an interview with Mad Money host Jim Cramer. Giving AOL CEO Tim Ar...
Federal prosecutors in New Jersey on Tuesday charged three men in a $2 million identity theft scheme to hack corporate computer systems and blast spam messages to more than 60 million people. The defendants face up to 20 years in prison and $250,000 in fines on wire fraud charges, and up to five yea...
An underground system of online chat rooms exists for people to get rid of kids they have adopted, investigative reporters have found. On average, a child was advertised for what's euphemistically being called "re-homing" once a week on one Internet message board watched over a five-year period. Mos...
IBM on Tuesday announced that it will offer Watson -- its artificial intelligence software package that won the Jeopardy game show -- as a customer service solution called "Watson Engagement Advisor," a cognitive computing assistant that rapidly learns, adapts and understands a company's data. Watso...
As the dust settles on the 2012 election, one conclusion remains as inevitable now as before: The healthcare industry is in line for major changes, especially over the next two years. Industry and consumer factors are pushing the transformation to a patient-centered approach in care delivery, which ...
Kana Software is pushing into the mid-market space with a new offering called "Kana Express." It is a multi-channel Web customer service application divided into four modules, all of which can be deployed separately or used as a whole suite. Scaled-down versions of more robust customer service appl...
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