Earlier this year, Zomato, a leading Indian food delivery company laid off 600 of its customer support staff, within just a year of hiring them. Unfortunately, they are…
In 2024, McKinsey estimated that generative AI will become a part of 50% of the existing customer operations infrastructure, resulting in over $400 billion in increased revenue. As…
In a recently leaked internal memo, Toby Lutke, the CEO of Shopify called “Reflexive AI usage” a baseline expectation at work in his company. In other words, if…
Introduction A 2016 study by Inc. showed that 51% of consumers expect businesses to provide 24/7 support and service. However, while businesses want to offer customers round-the-clock support,…
You’ve been there, waiting for a support response, repeating your issue, hoping someone figures it out soon. Traditionally, businesses relied on reactive customer service, which is waiting for…
Endless wait times, repetitive queries, and inconsistent support—these common pain points frustrate customers and overload support teams. AI self service eliminates these hurdles, giving customers instant access to…
Customer experience (CX) is in the air or, better to put it, on-air, currently broadcasting in at least one of the popular CX podcasts. Not without an urgent…
In 2026, customers expect instant, always-on assistance. Businesses are turning to AI self service tools like chatbot self service systems to meet these expectations while keeping support costs…
Customer support has undergone a profound transformation in recent years, catalyzed by the upheaval of COVID-19. What was once a traditional, human-centered process has rapidly evolved into a…
Imagine getting nearly 1,500 angry calls with customer complaints per day! It would be a nightmare. Yet, years ago, in 1985, this nightmarish situation came to life for…