As AI technology continues to advance and becomes nearly indistinguishable from a human representative, HVAC companies can use these tools to help streamline the workloads of CSRs.

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

Besides dropped calls, the most common irritation in customer-service interactions is being stuck with a chatbot, according to research from Genesys, a maker of contact-centre software.