It doesn’t take long today to come across headlines focusing on the rise of artificial intelligence (AI) and automation and its potential impact on jobs in the finance industry. In fact, a study from ...

Artificial intelligence technologies are increasingly being used to augment human agents in contact centers and for customer service. But there is general agreement that companies shouldn't rely too ...

Human balance is known to decline with age, and an international team of researchers has provided new evidence around whether this particular ability can serve as an indicator for risk of disease and ...

Face-to-face interactions with customers ground to a halt last spring with the onset of the pandemic. Contact center agents and others were pushed to work from home, while phone calls flooded contact ...

Rescuing victims from a burning building, a chemical spill, or any disaster that is inaccessible to human responders could one day be a mission for resilient, adaptable robots. Imagine, for instance, ...

When walking in a crowded place, humans typically aren't thinking about how we avoid bumping into one another. We are built to use a gamut of complex skill sets required to execute these types of ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Recently I was lucky enough to have the chance to speak at the ...

In a world of personalization, instant gratification, speed, tech, data and AI, there is a delicate balance that must be struck between automation and knowing where a human touch is needed. As we see ...

The opposite happened. People were so taken with Eliza, so charmed by its manner, they treated it as one of them, even knowing they were chatting with a computer. Weizenbaum had given Eliza — the ...

Engineers have developed a method to control balance in a two-legged, teleoperated robot -- an essential step toward enabling a humanoid to carry out high-impact tasks in challenging environments.