Customer service stories - Page 18

Freshworks launches new AI tools in the UK to streamline customer support and IT management, boosting efficiency and cutting manual tasks for enterprises.

eDesk launches AI Agent to handle eCommerce support across 300+ channels, resolving 65% of enquiries for USD $0.99 per resolution.

UK fintech founders embrace AI, with 83% adopting it, despite 81% losing confidence in the economy and nearly half considering relocating abroad due to tax concerns.

IT leaders now prioritise simple, effective technology over flashy AI, seeking quick, practical outcomes that enhance customer and employee experiences.

Home Bargains is upgrading network and payment systems in over 650 UK stores with Evolve to boost resilience and support plans for 1,000 outlets.

ScreenCloud's Belfast team won three top awards at the Contact Centre Northern Ireland Awards, highlighting their excellence in customer service and leadership.

Research reveals many small businesses in Australia, the UK and US are cautious about AI, despite growing confidence and benefits like time savings.

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.

Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.

Butlin's adoption of WorkBuzz's AI-powered platform boosted staff engagement by 4%, pride by 8%, and improved guest ratings via targeted recognition schemes.

Goddiva launches AI assistant on its website, offering personalised fashion shopping, real-time order tracking, and tailored discounts to enhance customer experience.

AI is transforming hospitality, with the market set to soar from USD $90 million to $8.12 billion by 2034, boosting efficiency and guest experiences worldwide.

Zendesk has been named a Leader in Gartner's 2025 Magic Quadrant for CRM Customer Engagement, praised for its AI-first Resolution Platform.

Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.