Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

AUTOMATED VOICE #2: For all other inquiries, say customer service or press five. SHAPIRO: Customer service. AUTOMATED VOICE #2: Sorry, I didn't hear you. Please ...

Nearly every time I call a customer service line, I end up waiting 15-30 minutes for someone to answer the phone, or I have to repeatedly tap "0" to reach the live representative. If you've ever had ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a number of fields of the business world with what it calls Copilot technology, which is capable of summarizing emails ...

NPR's Ari Shapiro speaks with Neera Tanden, domestic policy adviser to President Biden, on the administration's new "Time is Money" initiative. AUTOMATED VOICE #2: For all other inquiries, say ...