Air Canada’s chatbot made headlines in 2023 for giving a customer incorrect refund information—and the airline was held liable. A Canadian court found Air Canada liable for negligent misrepresentation ...

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

What happens when an employee at your organization forgets their password? If your workplace is like many, a forgotten password kicks off a frustrating, time-consuming process. The employee must ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...