After an unhelpful AI chatbot led to her deleting her Walmart account, our writer asked experts what options customers have to fight back.

An effort to fix a hotel bill illustrates why New York City is now trying to crack down on A.I. chatbot-powered customer ...

"Companies have hid behind technology to ignore customer complaints, stymie refunds, and avoid fixing building errors." ...

Australian e-tailer Kogan has identified 10 customer service use cases so far for an AI agent that it built in collaboration ...

A new rule would require businesses to connect people to a human customer service agent quickly if a chatbot cannot fulfill their requests.

The proposal, first detailed by Gothamist, covers both rules-based chatbots and AI systems used in customer service, and it would require those systems to provide help in a reasonable and timely ...

Follow this section to personalize your feed and get instant alerts. WHY FOLLOW? Update your preferences in Account Settings Personalized Content Follow this tag to personalize your feed and get ...

New interoperability standards emerge to support personal AI agents as they interface with e-commerce and customer service.

The chatbot rule would require businesses to provide timely and reasonable customer service in addition to offering customers access to a human representative if that service falls short.

Artificial intelligence has quietly become an increasingly common feature of customer communication. Across industries, companies are using AI-powered chatbots, virtual assistants, and automated ...