Customer service stories - Page 19

Retailers are rapidly adopting AI to personalise shopping experiences, boosting customer loyalty and handling £30bn in UK click-and-collect orders in 2025.

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

New survey finds 83% of UK customers prefer human agents for service, but 34% may switch to AI if it means lower prices, especially in London.

NiCE Cognigy launches AI Ops Centre, a real-time hub to monitor and maintain enterprise AI agents' reliability and boost customer experience resilience.

Salesforce and AWS have expanded their partnership to accelerate AI agent adoption, enhancing workflows, data integration, and customer service globally.

Oracle has integrated new AI agents into Fusion Cloud Applications to boost efficiency and decision-making in finance, HR, supply chain, and sales.

Salesforce teams up with Stripe and OpenAI to launch AI-powered Instant Checkout, enhancing personalised shopping and speeding up online purchases for retailers.

Salesforce and AWS are deepening their decade-long collaboration to boost secure AI agent adoption in enterprises, enhancing data, contact centres and procurement.

Coveo has enhanced AI support on Agentforce with custom context passthrough tools, boosting response accuracy and accelerating issue resolution for enterprises.

Tudor Environmental has boosted efficiency by automating customer service emails and integrating systems with BPA Platform, saving 10 hours weekly.

Salesforce has launched Agentforce 360, a platform that unites human employees and AI agents to boost workplace productivity and customer service.

Mintivo appoints Steve Casey and Graham Ford to senior roles, aiming to boost growth by 25% this year and strengthen customer experience and operations.

UK firms embrace AI to support, not replace, customer service agents, blending tech with empathy for better CX and stronger customer loyalty in 2025.

Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.

Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.

Ekco expands its UK footprint by acquiring Solsoft, a Bristol-based MSP, to enhance services for SMEs across multiple industries and grow its workforce.

Org Group has taken a minority stake in Irish start-up HappyPath Labs to expand its reach in AI-driven customer experience technology for contact centres.

Oracle launches AI agents in Fusion Cloud Applications to enhance marketing, sales, and service, boosting efficiency and customer experience at no extra cost.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

Evolve Business Group appoints Will Clowes as Chief Revenue Officer to drive expansion and enhance sales, marketing, and operational growth across its global operations.