AI and automation

Gen Z doesn’t see AI as the future of customer service. For many, it’s already part of the experience.  They use AI to compare products, track orders, troubleshoot issues, get answers, manage purchases, and...

Email may not be the newest customer service channel, but it’s still one of the most important.  For many organizations, email is where more complex service issues land. Order problems, billing questions, policy...

AI is changing customer experience fast. But for most leaders, the real challenge isn’t just adopting new technology. It’s preparing the workforce to use it well without creating more fatigue, confusion, or resistance along the way. ...

AI in customer service has moved beyond experimentation. Most leaders aren’t asking whether AI matters anymore. They’re asking where to start, what to prioritize, and how to avoid adding more complexity to an already...

AI is no longer a future concept in customer support. It’s already reshaping how enterprise organizations operate, how customers navigate customer service journeys, and how leaders think about cost, quality, and scale.   But as...

For the past few years, the conversation around AI in customer support has often sounded like a tug-of-war: technology vs. people, automation vs. empathy, efficiency vs. experience. But the...

AI has officially moved from the background to the front lines of customer service. In the 2025 holiday season, nearly 8 in 10 shoppers (78%) interacted with AI or automation at some point in...

For the past year, one theme has been impossible to ignore: investment in AI for customer experience has surged, and expectations have surged right alongside it.  At Liveops, we spent time with enterprise leaders across retail, financial...

During the 2025 holiday season, AI had a breakout year in customer service. It showed up in retail chat widgets, return portals, order tracking flows, and automated phone menus. For many brands, AI became...