We’ve all experienced it: you open a company’s web chat with a quick question and a polite bot appears. You type, wait, and receive a response that either restates the obvious or misses the point entirely. Recently, a colleague asked a major carrier’s chatbot, “Can I fly with a broken leg?” The bot replied with […]

It’s 9am on a Monday. A support agent logs in, greeted not by a clear inbox but by a mountain of unresolved tickets, voicemails and outdated customer records. Before they can help a single customer with a genuine, time-sensitive issue, they spend the first hour on manual data entry and verification. This daily grind is […]