Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders

Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.

By Bryan Wassel • July 15, 2024

Samsung turns to AI to bridge the customer intent service gap

The technology can help inform an agent beforehand on the reason behind a call and provide callers with links to set up appointments.

By Bryan Wassel • July 11, 2024

Explore the Trendline➔

Generative AI

In this Trendline, CX Dive explores how leaders are adopting generative AI in their CX practices.

By CX Dive staff

After installing self-service kiosks, Ikea says it can assist 6 times as many customers

The Upptäcka self-service kiosks allow associates to spend more time helping customers with complex questions about home furnishing, the company said.

By Bryan Wassel • July 8, 2024

Amazon adds step-by-step guides to its AI assistant’s capabilities

AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.

By Bryan Wassel • July 2, 2024

HR is often left out of AI plans, despite the need for upskilling and inclusion

Although people and change management play a major role in AI adoption, HR isn't always part of the conversation, McLean & Co. says.

By Carolyn Crist • June 26, 2024

Target to roll out generative AI chatbot for store employees

The new tool, dubbed Store Companion, is designed to answer on-the-job process questions and support store operations.

By Nate Delesline III • June 24, 2024

How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’

Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.

By Kristen Doerer • June 21, 2024

5 considerations for how contact center agents fit into an AI future

Call center experts and leaders at Customer Contact Week 2024 examined how generative AI is changing the nature of agents’ work.

By Bryan Wassel • June 14, 2024

When it comes to generative AI, rollouts need planning — and patience

“It’s about using the right tools in the right place for the right part of the workflow,” said US Radiology Specialists’ Enda Murphy.

By Bryan Wassel • June 14, 2024

Most top CX teams have already invested in AI, survey finds

The most advanced CX teams have implemented AI solutions, but there's no need to rush adoption, one expert said.

By Bryan Wassel • June 12, 2024

Microsoft enters contact center market with generative AI assistant

The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.

By Kristen Doerer • June 5, 2024

Salesforce earnings disappoint, but CX use cases are a bright spot

The CRM provider expects its sales slowdown to reverse as more companies dig into customer data to fuel generative AI investments.

By Kristen Doerer • May 31, 2024

How leaders can reassure agents in the AI-powered contact center

Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.

By Bryan Wassel • May 30, 2024

Target’s express self-checkout garners high customer satisfaction scores

The retailer earned high marks after remaking its checkout experience by limiting self-checkout options and adding more staffed registers.

By Bryan Wassel • May 29, 2024

How Walmart is using generative AI

Jon Alferness, chief product officer of Walmart U.S., spoke with Retail Dive about how the big-box retailer is deploying tech to serve customers and frontline workers.

By Nate Delesline III • May 24, 2024

Online shopping takes excessive effort for many customers, study finds

Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

By Bryan Wassel • May 10, 2024

Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale

The wireless provider is tapping AI to help customers get the most out of its MyPlan service and retain customers at risk of dropping their subscriptions.

By Bryan Wassel • April 25, 2024

Medallia’s CEO departs, chairman leads search for replacement

Joe Tyrrell left last week for personal reasons but is still working with Medallia on the CEO transition.

By Bryan Wassel • April 23, 2024

Frost & Sullivan on AI in the contact center: Are you set up for success?

 How AI is reshaping customer and employee experience.

April 22, 2024

Zendesk adds more AI to power chatbots, contact center copilots

In partnership with AWS and Anthropic, Zendesk is adding AI to better support customer inquiries, whether that’s through calls or self-service. 

By Bryan Wassel • April 19, 2024

Perfect Corp. releases AI hair-identifying tool for personalization

The company said the tech lets brands and retailers provide personalized advice online and in-store.

By Xanayra Marin-Lopez • April 16, 2024

Amazon CEO peels back the layers of generative AI, its next pillar of growth

AWS services “will empower internal and external builders to transform virtually every customer experience that we know,” Amazon CEO Andy Jassy said.

By Lindsey Wilkinson • April 12, 2024

What’s missing with AI rollouts? Employee trust.

Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.

By Bryan Wassel • April 11, 2024

IHG taps Google Cloud for AI-powered travel planner

The partnership aims to enhance the booking and planning experience, something IHG sees as “critical” to guest loyalty and engagement.

By Noelle Mateer • April 11, 2024

Discover, Mercedes-Benz turn to Google for customer service AI

Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.

By Bryan Wassel • April 9, 2024