How artificial intelligence is revamping customer call centers

Everyone gets angry over customer service call centers – both the customers frustrated at having their complaints heard and resolved, and the employees who are on the receiving end of callers’ ire. That’s when an AI bot can step in to cut waiting time and help defuse the situation. Correspondent David Pogue talks with the […]

“Your call is very important to us.” Is it, really?

Everyone gets angry over customer service call centers – both the frustrated customers, and the employees on the receiving end of callers’ ire. Now, an artificial intelligence bot can step in to cut waiting time and help defuse the situation.

Almanac: January 7

“Sunday Morning” looks at important historical events on this date.

Juggling competition is a toss-up

Juggling is a lot more than keeping a few balls in the air. Correspondent Conor Knighton recently attended the International Jugglers’ Association’s annual festival in South Bend, Ind., where juggling competitions – using all kinds of objects – can get out of hand.

Rapper-turned-country singer Jelly Roll

The artist known as Jelly Roll is a 39-year-old former rapper whose songs tell of the troubled life he used to lead. He’s now one of the biggest names in country music, with two Grammy nominations this year. With correspondent Kelefa Sanneh, we go with Jelly Roll to one of the many jail cells he […]

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