USA TODAY and Plant-A Insight Group have partnered to identify financial services companies with the best customer service. The list honors the top 500 companies in the sector. Managing finances can ...

There’s some heated debate online, tucked away in disgruntled social media threads, of the way things have become. Calls are often pre-routed through some kind of automated system, be it AI or an ...

Forbes’ newest Best Customer Service list identifies the leaders in providing consumers the best experience and sense of loyalty. But what does that actually look like? To dig deeper, you talk to ...

A chatbot is an artificial intelligence tool designed to simulate real-time conversations with users. It operates around the clock, doesn't require breaks and can manage a high volume of requests ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...

This past school year, a parent reached out to me. In our very first communication, she threatened to go to the school board if I did not locate an assignment that we later discovered her child had ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.

When Helenann Knopp realized the dishwasher she'd bought online and had delivered didn't include installation, she went searching online for a customer service number. Instead, the New Jersey woman ...