In the grind of the day-to-day, it can sometimes be easy to forget who is at the center of everything we do – our clients. I’d like to offer you two contrasting stories that serve as a reminder of putting clients first (which...more
FCC Welcomes Comment Regarding BIAS Providers’ Use of Data Caps for Fixed and Mobile Broadband Internet Service: In this Notice of Inquiry (NOI), the Federal Communications Commission (FCC or Commission) seeks comment...more
On October 23, 2024, the Federal Communications Commission (FCC) adopted a Notice of Inquiry (NOI) to gather information on the quality of customer service provided by cable, broadband, satellite TV, and voice service...more
Since the fall 2023, the United States has been facing a massive recall of apple cinnamon fruit purees (like apple sauce) due to the presence of elevated levels of lead which caused the product to be considered adulterated...more
On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly singling out providers of voice,...more
The CFPB is expected to initiate a rulemaking process that would require companies under its jurisdiction to let customers talk to a human by pressing a single button. The CFPB also has plans to issue rules or guidance...more
Many financial services providers would be required to allow consumers seeking assistance to be connected to a “real person” by clicking on one button, under a new Biden Administration “Time is Money” initiative....more
El 6/6/24, el Tesoro de los Estados Unidos emitió una Solicitud de Información (“RFI – Request for Information”) para los usos, oportunidades y riesgos de la Inteligencia Artificial (IA) en el Sector de Servicios Financieros....more
On 6/6/24, the U.S. Treasury issued a Request for Information (RFI) for the uses, opportunities, and risks of Artificial Intelligence (AI) in the Financial Services Sector. The AI RFI presents nineteen questions that are...more
On May 30, 2024, the New York Department of Financial Services (DFS) published a press release and issued guidance to Virtual Currency Entities (VCEs) concerning the DFS’s expectations for the resolution of customer service...more
On May 30, 2024, the New York State Department of Financial Services ("NYSDFS" or the "Department") issued guidance to all virtual currency businesses licensed or chartered with the Department ("VCEs"), including those...more
Customer service issues represent an opportunity to both grow and acquire new business. It’s a dynamic that I have witnessed numerous times over my 36 years as a business leader in litigation services and technology. Now,...more
An ever-increasing number of companies are choosing to use chatbots on their website, in their sales organizations, and to help with customer service. In fact, according to Vantage Market Research, the chatbot market will...more
Join Jenner & Block Partners Jeremy Creelan, Megan Poetzel, and Laurel Loomis Rimon in the third CLE webinar in our series on Bank-Fintech Partnerships. Topics covered will include: - Managing customer communications...more
The FCC has issued a Notice of Proposed Rulemaking (NPRM) to consider prohibiting certain billing practices of cable operators and direct broadcast satellite (DBS) providers. Specifically, the FCC is proposing to ban cable...more
Discover how AI’s rapidly growing role in the workplace—including using AI tools to enhance deliverables, streamline operations, assist with recruitment and supervise employees—is catching the attention of the EEOC and other...more
Imagine gathering a team of data scientists, computer scientists, and cognitive psychologists in one room. What would they discuss? The latest statistical model or a new psychological theory? In our case, the discussion...more
You’re likely familiar with Maslow’s hierarchy of needs, the famous and oft-quoted (and misquoted) psychological model that shows how human motivations evolve, starting with the physiological (air, food, shelter) and...more
Do you ever wish for a little extra oomph from your employees? Or hat you could find a way to improve work performance? Well, you’re not alone! In today’s fast-paced and competitive world, consistently bringing your A-game to...more
The Texas Third Court of Appeals has offered guidance on the use of dealer incentive programs (DIPs) under the Texas Occupations Code (TOC). In Star Houston, Inc. v. Volvo Cars of North America, LLC and the Board of the Texas...more
CFPB Issue Spotlight Analyzes “Artificial Intelligence” Chatbots in Banking - "Poorly deployed chatbots can impede customers from resolving problems." Why this is important: The Consumer Financial Protection Bureau...more
As the evolution of Artificial Intelligence (“AI”) dominates headlines throughout the globe, financial institutions have been paying attention. Not surprisingly, so has the Consumer Financial Protection Bureau (“CFPB” or...more
CPUC R.23-04-006 - The California Public Utilities Commission (CPUC) recently launched a rulemaking (R.23-04-006) to implement SB 28 that authorized and directed the CPUC to adopt customer service requirements for state...more
In today’s digital age, social media has become an integral part of business marketing, customer service, and reputation management strategies. Establishing an authentic online presence is crucial, and one way to enhance...more
On June 6, 2023, the Consumer Financial Protection Bureau (CFPB) issued a Spotlight on financial institutions’ growing use of “chatbots” as a means to provide cost-effective customer service. The use of chatbots in...more