The incident began when a Reddit user named BrokenToasterOven noticed that while swapping between a desktop, laptop, and a ...

Verizon said an AI assistant for the company's customer service representatives built using Google models had cut down on ...

But this week, Cursor went viral for all the wrong reasons: Its customer support AI went rogue, triggering a wave of cancellations and serving as a cautionary tale for other startups betting big ...

Customer support has come a long way from being a transactional function to becoming a strategic pillar of business growth. In 2025, AI continues to be the driving force, enabling organizations to ...

A new resource from Info-Tech Research Group reveals how AI is revolutionizing customer service by addressing long-standing challenges such as long wait times, impersonal interactions, and ...

Telecom operator Verizon is enhancing customer service for over 115 million wireless connections using the Customer Engagement Suite, which includes AI-powered, human-assisted agents. Verizon ...

This incident highlights the risks of over-reliance on AI in customer service, where hallucinations can damage trust. Experts emphasize the need for human oversight and safeguards to prevent AI ...

"We are honored to be recognized by the Business Intelligence Group for our innovation in customer service," said Abhinandan Jain, Chief Growth Officer at Startek. "At Startek, we see AI as an ...

A hallucinating customer support bot—and a viral backlash—shows how fast things can go wrong in the age of AI automation.