Retailers adopting generative AI chatbots remain legally responsible for misleading responses under Australian Consumer Law.

Digital transformation in banking is no longer a boardroom ambition. It has become a survival strategy. Conversational AI ...

As more companies turn to generative AI to communicate with their customers, experts say a generic disclaimer like “AI makes mistakes” isn’t good enough.

Explore the challenges customers face with AI-driven customer service and the need for human empathy in resolving complex issues, highlighting the balance between automation and personal touch in ...

WebFX reports that in an AI-saturated market, true differentiation lies in human connection through authenticity, empathy, ...

The Global Banking & Finance Review Awards Program has officially opened nominations for Excellence in Innovation – AI Customer Service ...

The use of artificial intelligence (AI) tools, spearheaded by generative AI, is expanding into various spheres of society, including the labor market. A study conducted by the Universitat Oberta de ...

Exclusive: Frustrated Australians are still collectively spending 113.5 million hours a year waiting on the phone for issues ...

Travel advisors are integrating AI to enhance trip planning, marketing, and customer service, while maintaining a human touch that clients still prefer.

With a private right of action, statutory damages, and ambiguous and undefined terms, businesses deploying consumer-facing interactive AI will want ...

Meta will allow rival AI chatbots on WhatsApp in Europe after EU antitrust scrutiny, though providers must pay message-based API fees.

Meta has decided to permit rival AI chatbot companies to use its WhatsApp business API in Europe, albeit for a fee, in an effort to avoid a major European Commission investigation.