Customer service is getting worse, and it may be by design
Companies use automated systems and internal targets to keep customers stuck in never-ending support loops
Customer service articles
Half of companies planning to replace customer service with AI are reversing course
The AI bubble is bursting for call centers and customer service
Klarna is hiring humans again as AI replacements offer "lower quality" output
Klarna's CEO loves cheaper-than-human AI, but customers aren't as keen
Google continues to "ruin" Fitbit for users by discontinuing web app interface
Editor's take: When Google was a lowly upstart, its motto was "Don't be evil." It even listed the phrase prominently in its corporate code of conduct. After the Alphabet restructuring in 2015, it was changed to the tamer-sounding "Do the right thing." It's telling that by 2018, Google no longer had a motto and had removed both phrases from the company CoC. It makes sense, considering the company no longer lives by either creed.
Most consumers hate the idea of AI-generated customer service
53% say they would move to a competitor if a company was going to use AI for customer service
MSI MAG 27-inch and 32-inch QD-OLED models to receive long-awaited firmware updates
Some owners have to return their monitors to get the patching functionality
Softbank is developing an AI for phone calls that will make you sound less angry if you yell at customer service
Plans to deploy the pitch-changing tool in 2025
Google is testing a feature that holds customer service calls for you until a human representative arrives
Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, sometimes for over an hour, before speaking to a live person. Google is testing a feature that allows technology to take your place for the initial steps of a call.
Customer service chatbot gets foul-mouthed and calls its own company "useless"
"Their customer service is terrible" -- says customer service bot
Nintendo Japan will refuse to repair or replace customers' products if they harass its employees
Want a replacement Switch? Don't post defamatory comments on social networks
Watch out for phishing emails from 2K Games Support, it was hacked
When it rains, it pours: Still reeling from a GTA 6 leak over the weekend, Take-Two got nailed with another data breach. This time it was subsidiary 2K Games taking the hit when a hacker accessed an internal support account and began sending out official 2K emails with links to a phishing website. It is still unclear if Take-Two has contained the intrusion and how many customers were affected, but the entire 2K support division is shut down until further notice.
Newegg apologizes for customer service shortcomings, will discuss matter on camera soon
Newegg will soon answer to questionable business practices
Tesla is hiring dedicated support workers to handle angry tweets directed at Elon Musk
They're called 'Energy Customer Support Specialists'
Google reportedly in talks to incorporate Duplex into call center industry
Bringing you more of the things you love -- automated customer service and robocalls
Valve launches Steam Support Stats page to show customer service wait times
It deals with around 75,000 requests per day
