Walmart Accused of Creating Voiceprints From Customer Service Calls

Two Illinois customers allege Walmart created voiceprints from service calls without obtaining consent required under the ...
Entrepreneur

‘There Were a Lot of Naysayers’: Half of T-Mobile’s Customer Calls Are Now AI — And That’s Just the Beginning

T-Mobile is using AI to proactively resolve customer issues, aiming to eliminate the need for support calls altogether. Voice AI now handles about half of customer service calls, contributing to over ...

Customer Experience Software Has Split Into 4 Categories. Here’s How They Differ

Nextiva and similar platforms combine several of these capabilities into a single system by integrating services such as ...
Forbes

Call Authentication: The Push To Restore Customer Trust

The Federal Trade Commission (FTC) recently issued its "Top Scams of 2024" update, and the results aren't promising. Consumers lost about $1.9 billion to fraud through phone calls, texts or emails ...
T&D

How DTE Energy Is Using AI for High-Bill Calls and Building Customer Trust

Weather volatility leads to unpredictable energy bills, causing confusion and increased customer service calls. DTE's BillWise AI provides real-time alerts, forecasts, and explanations to help ...
Retail Dive

Home Depot adds AI phone agents to field store calls

The Home Depot is launching an AI voice agent phone system to field customer service calls to stores, the company announced Wednesday. The retailer plans to expand the system to all U.S. locations ...
Newsday

AI shakes up the call center industry, but some tasks are still better left to the humans

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...
jdpower

What Customers Say About Unresolved Calls

In January of 2023, I wrote an article about how timeliness of resolution is the highest weighted driver of customer satisfaction for a phone interaction and discussed how the call recap is a ...