Customer service stories - Page 11

UK payment and betting firms warned to brace for surge in regret-driven card disputes in wake of late-night Super Bowl wagering.

Britons now say thanks more often to AI chatbots and satnavs than to colleagues, as new research reveals a growing 'digital manners' trend.

New research warns that nearly half of over 3 million AI agents in US and UK firms run ungoverned, exposing data and systems to rising risks.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Most UK IT chiefs hail AI as vital to net-zero, yet over half admit they cannot accurately measure its carbon emissions or green impact.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

SkedGo debuts TripGo Mobility AI, tying LLM-powered chat to verified live transport data for precise, accessible multimodal journey planning.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

By 2026, business travel programmes will be smarter, data‑driven and AI‑powered, making trips smoother for both travellers and employers.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

ServiceNow makes Anthropic's Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Keyloop moves to acquire Motortech.ai, aiming to embed its AIME conversational agent across Fusion tools used by car dealers worldwide.