Why is customer service so bad? Because it's profitable

It's a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order. Yet, when you call customer service to voice a complaint, you're faced with an automated voice ...

Teaching chatbots regular human language

Customer service chatbots are ready to help you night and day. But communication with a bot can be cumbersome sometimes. Christine Liebrecht, Associate Professor of Language, Business Communication, and Digital Media, thinks ...

Tesla posts higher earnings but still falls short

Electric carmaker Tesla posted another quarter of higher earnings on Wednesday but fell short of expectations after announcing another round of job cuts earlier in the month.

Apple Music comes to Amazon's Alexa devices

Apple Music is coming to Amazon's Alexa-powered speakers, in a rare move by the iPhone maker to broaden its service offerings to users of rival devices.

SunTrust's online banking difficulties enters third day

Customers of the large regional bank SunTrust are experiencing a third day of outages and difficulties from its online banking services, a particular problem for its customers in North and South Carolina who are currently ...

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