Tag: customer service
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Goldman Puts Advertising in the Group Where AI’s Jobs Drag Already Shows
Call center employment sits 39% below trend in the U.S., down 33% in Canada, 27% below trend in Germany. Goldman Sachs puts advertising services in the same group of four industries that have fallen sharply below historical trend across developed markets. Entry-level workers are hit at least 2x harder than other categories.
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AT&T Built a Router That Sends 45 Billion Daily Tokens to the Cheapest Model
Open models already carry a quarter of AT&T’s AI work, and its chief data and AI officer expects that to reach 70% to 80%. Cost is one reason — savings of 80% to 90% in some applications. Control over the company’s own data is the other.
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Pandora Leans in to AI for Service and Personalized Shopping
Pandora turned to AI not for flash, but for function. With 40% of its yearly revenue riding on the holiday season, the jewelry brand needed scalable service without bloating its call center headcount. Enter Clara, a chatbot that now handles 60% of customer inquiries solo—a 20-point jump over its predecessor. The result? A 10% bump…
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Verizon’s New AI Sidekick Handles the Heavy Lifting
Verizon is giving its customer service a technical facelift with a fresh rollout of its My Verizon app, now outfitted with a chatbot powered by Google’s Gemini AI. This new AI assistant helps tackle typical account tasks—think billing questions, upgrades, and new lines—aiming to free up human reps for more complicated inquiries. And for those…
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Meet Shawn AI, the Pitmaster Who Never Sleeps
This Father’s Day, Cali BBQ quietly replaced its human phone operators with an AI agent named Shawn—and the results were anything but quiet. The voicebot, modeled off the restaurant’s real-life owner Shawn Walchef, handled 150 customer calls and is being credited with an 18% bump in Father’s Day sales, totaling $26,000 across 268 orders. Order…
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Companies Hit Undo on AI-Only Customer Service
It seems as though replacing all your customer service reps with chatbots isn’t the silver bullet some execs thought it would be. According to a Gartner survey of 163 customer service leaders, half of the companies that planned to go all-in on AI for support are now walking that back. The big idea? Save costs…