Customer Service

  • AI bots will take 6% of jobs by 2021

    A Forrester Research report expects intelligent agent to displace about 6-percent of positions within the next five years.

  • Rise of the LoweBots

    Kyle Nel, Executive Director of Lowe's Innovation Labs, discusses the company's trial of the LoweBot, a robotic assistant, in stores.

  • Aug 31- Genesys Telecommunications Laboratories Inc, a provider of call center software, said it would buy rival Interactive Intelligence Group Inc for about $1.4 billion. Bank of America Merill Lynch, Citi, Goldman Sachs and RBC Capital Markets were financial advisers to Genesys, while Fried, Frank, Harris, Shriver& Jacobson LLP is its legal adviser.

  • The 'LoweBot' will help you find what you're looking for

    The autonomous in-store robot will perform similar jobs as a store associate at select Lowe's locations.

  • CHICAGO, Aug 18- Now is the summer of our discontent with Social Security's customer service- and fall and winter could be worse. The Social Security Administration stumbled this month when it added a mandatory extra layer of website log-on security requiring customers to receive a code via text message. President Barack Obama that federal agencies take steps...

  • Salesforce.com strikes a deal with Quip for $582M

    The deal will help Salesforce extend its customer success platform, while helping Quip scale faster.

  • May 30- Verizon Communications Inc said on Monday it will add 1,400 new jobs and provide 10.5 percent in pay raises under terms of a new four-year tentative deal with unions representing about 40,000 workers. The telecommunications company and the Communications Workers of America had reached a tentative deal on May 27. Verizon will add 1,300 new call center...

  • WASHINGTON, May 27- The strike by Verizon Communications Inc workers will likely trim U.S. nonfarm payroll growth in May by at least 35,000 jobs, a Labor Department report showed on Friday. The Verizon workers, including network technicians and customer service representatives in the company's Fios Internet, telephone and television services unit, walked off...

  • Pepper the robot lands a job at Pizza Hut

    The humanoid robot will take and process customer orders in Pizza Hut restaurants by the end of 2016.

  • CHICAGO, May 24- MasterCard Inc said on Tuesday it will partner with Japan's SoftBank Corp and its robot' Pepper' to offer payment services in Asia, as it gradually allows customers to pay from different gadgets like fitness bands and refrigerators. Pepper is being used as a waiter, salesman and customer service representative in about 500 companies in Japan,...

  • May 6- A former employee accused Wells Fargo& Co of instructing workers at a call center to refrain from telling customers about lost deeds or other missing documents, and of firing the worker who called the policy unethical, according to a lawsuit made public this week. Duke Tran, who was a customer service specialist at the bank, says that his supervisor berated...

  • April 28- Verizon Communications Inc said it presented unions with an improved contract proposal for about 36,000 workers in the U.S. The company said on Thursday it had raised its offer to a 7.5 percent wage increase over the term of the contract. Workers from network technicians to customer service representatives in Verizon's Fios Internet, telephone and...

  • NEW YORK, April 27- A strike by nearly 40,000 Verizon Communications Inc workers is in its third week with unions and the company still far apart on contract talks, even as employee healthcare benefits are set to expire on Saturday. A resolution on various issues, including temporary job relocations, pensions and moving call center jobs offshore, has yet to be...

  • NEW YORK, April 14- A one-day-old strike by nearly 40,000 Verizon Communications Inc employees is causing equipment installation delays for new Internet and TV customers, a Verizon executive acknowledged on Thursday. Workers of Verizon's Fios Internet, telephone and TV services from network technicians to customer service representatives walked off the...

  • SAN FRANCISCO, April 12- Facebook Inc said on Tuesday it has opened up its Messenger app to developers to create "chatbots," hoping that by simulating one-on-one conversations between users and companies it will expand its reach in customer service and enterprise transactions. "You'll never have to call 1-800- Flowers again," Facebook Chief Executive Mark...

  • TEWKSBURY, Mass., April 12- When hackers set out to extort the town of Tewksbury, Massachusetts with "ransomware," they followed up with an FAQ explaining the attack and easy instructions for online payment. After balking for several days, Tewksbury officials decided that paying the modest ransom of about $600 was better than struggling to unlock its own systems,...

  • DUBLIN, April 12- Ryanair is to launch its first loyalty scheme in decades, introduce customer satisfaction surveys and allow "one-tap" upgrades using mobile phones as it extends its efforts to rid itself of a reputation for poor service. The Irish low-cost airline, Europe's largest by passenger numbers, has seen profits and passenger numbers soar since Chief...

  • TEWKSBURY, Mass, April 12- When hackers set out to extort the town of Tewksbury, Massachusetts with "ransomware," they followed up with an FAQ explaining the attack and easy instructions for online payment. After balking for several days, Tewksbury officials decided that paying the modest ransom of about $600 was better than struggling to unlock its own systems,...

  • TEWKSBURY, Mass, April 12- When hackers set out to extort the town of Tewksbury, Massachusetts with "ransomware," they followed up with an FAQ explaining the attack and easy instructions for online payment. After balking for several days, Tewksbury officials decided that paying the modest ransom of about $600 was better than struggling to unlock its own systems,...

  • The future of telecoms

    Kysha Gibson, director of telecoms and media for Baringa Partners, says telecoms need to use customer data better.