A new lawsuit just filed against an AI software provider offers a clear warning for any business using artificial intelligence to monitor or record customer service calls. On June 13, a California plaintiff filed a federal...more
The CFPB is expected to initiate a rulemaking process that would require companies under its jurisdiction to let customers talk to a human by pressing a single button. The CFPB also has plans to issue rules or guidance...more
Two recent developments highlight the challenges companies may face as they explore ways to incorporate AI-based chatbots into their customer service offerings: - A putative class action filed in California federal...more
There has been a lot of attention recently on advances in artificial intelligence and computer algorithms that can convincingly mimic human speech. Originally published in The Press-Enterprise and other Southern California...more
As commerce has increasingly moved online, retailers are finding new ways to meet the customer service needs of their customers remotely, including conversational commerce. ...more