AI that generates human interaction not hype AI for the sake of AI can end up adding layers between people and the help ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

Recently, EE in the UK introduced a new feature, called Priority Answer, that allows its customers to pay £0.50 ($0.81) to jump the queue on customer service calls. EE is one of the largest telecoms ...

Here’s one thing that’s not contracting in today’s economy: queues. People are waiting longer and more frequently for a variety of services. Customer service call center hold times, for example, have ...