Finding customer service help online can be a pain. Filtering through a knowledge base to find the right answer to your question can be an exercise in fighting with nested frequently asked questions ...

A few years ago at its Build developer conference, Microsoft made its conversation as a service (CaaS) offerings the centerpiece of its announcements. This year, Microsoft made some solid advancements ...

Microsoft launched its Azure Bot Services today to give bot creators the option to move their bots into the cloud and let Microsoft handle server and storage issues, the company announced today. Alexa ...

Cloudflare has introduced "Friendly Bots," a new way to verify an online bot's identity. Bots are applications designed to automatically perform specific, repetitive tasks online without the need for ...

If your businesses is increasingly using AI to handle customer service requests, consider just how much authority you want ...

The cloud software company is aiming to meet the changing customer service needs of consumers with its new blended conversations tool. SaaS provider Zoho has launched several new tools for Zoho Desk, ...

Every year, tens of millions of adults in the U.S. are asked to contact Quest Diagnostics for healthcare-related services that range from routine blood work to complex genetic and molecular testing.

Customers already expect to interact with an automated chatbot when trying to get help from a company's customer service department. But soon that bot will be making its own decisions. Salesforce is ...