The tech secret weapon that sent customer-service satisfaction soaring

No matter how graciously good customer service is rendered, online reviews are more likely to cite "bad customer service," than the opposite. Problematic service will dominate reviews. People are more likely to angrily pen a disgruntled review than they are a positive one, and the latter acknowledgement can boost a business' morale and bring more people to their business. The coronavirus pandemic caused stress and anxiety among those who were overwhelmed as they faced unprecedented challenges, and sought help in navigating the technology necessitated by social distancing and isolation. Yet, there's a bright light at the end of the tunnel: Issues have been resolved by the judicious use of artificial intelligence (AI)-enabled chatbots and virtual agents, according to a new IBM report, "The value of virtual technology."