Twitter’s Bot Crackdown Won’t Hurt Businesses' Customer Service After All

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Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.

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CallVU Launches Conversational IVR

The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding.

Sam Del Rowe | Feb 20, 2018
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L.L. Bean’s New Customer Service Policy: Overdue Change, or Major Mistake?

L.L. Bean sent many of its customers into a frenzy last week, when the company announced that it was changing its lifelong guarantee policy, which allowed customers to bring back items whenever they wanted, with no expiration date on returns.

Maria Minsker | Feb 16, 2018
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Study Finds What Consumers Really Think About Virtual Agents

Consumers value accuracy over speed, NTT Data survey reveals; the study also found that most businesses still don't have automation plans in place.

Feb 14, 2018
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LogMeIn Announces New A.I.-Equipped Bold360

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.

Sam Del Rowe | Feb 13, 2018
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Semafone Announces Hosted Solution and Managed CPE Services for North American Contact Centers

A flexible software delivery option and suite of managed customer-premises equipment (CPE) services will strengthen payment data security and simplify PCI compliance.

Feb 13, 2018
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Could Canada Be the Next Hub of Customer Service Tech Growth?

Salesforce has announced that it will invest $2 billion in Canada over the next five years, taking its customer service and CRM solutions to the United States' northern neighbor.

Maria Minsker | Feb 09, 2018
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For Cryptocurrency Company Coinbase, Scaling Customer Service Has Been a Challenge

Cryptocurrency exchange company Coinbase has been one of the biggest players in the space, but scaling customer service has become a growing challenge. The company may be at a turning point, however, with the hiring of a veteran executive to oversee customer service operations.

Maria Minsker | Feb 02, 2018