Customer service stories - Page 3
Instro AI trials cut engineering response times by 67%
This month
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manufacturing
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digital transformation
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genai
UK manufacturers cut technical response times and manual effort in trials of Instro AI, as fragmented legacy data proved the biggest hurdle.
Rue Gilt Groupe plugs Riskified into Zendesk to curb fraud
This month
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crm
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uc
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data analytics
Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.
UK businesses adopt RCS & AI for customer messaging
This month
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data analytics
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digital transformation
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cx
UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.
AI projects stall as testing lags behind deployment
This month
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devops
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digital transformation
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apm
AI testing lags as more than half of organisations ship features, with 52% saying fewer than half of projects reach full production.
Colt completes SAP cloud ERP migration across 40 countries
This month
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hybrid cloud
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data analytics
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digital transformation
Colt trims ERP switchover downtime to 6.5 hours as cloud overhaul unifies systems across 40 countries and supports sustainability goals.
POWWR names Martin Eade as Chief Operating Officer
This month
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digital transformation
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erp
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customer service
POWWR appoints Martin Eade as Chief Operating Officer to oversee operations, with Customer Success and Broker & Compliance now under one executive.
Aryza acquires Umbrella Tech in AI collections push
This month
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saas
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uc
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devops
Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.
Insurers face mystery cow, cannabis farm & robot mower
This month
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agricultural technology
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physical security
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risk & compliance
Brokers reveal odd claims, from a cow-caused crash and a cannabis farm to a robot mower dumped in a golf club water hazard.
Scotiabank launches Scotia Intelligence for bank-wide AI
This month
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uc
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digital transformation
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fintech
Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.
Tollring unveils AI tools for customer conversation analysis
This month
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uc
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devops
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data analytics
Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.
8x8 launches AI Studio for customer experience agents
This month
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saas
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uc
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data protection
8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.
StorMagic posts 36% growth as VMware rivals gain ground
This month
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virtualisation
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hyperscale
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converged infrastructure
StorMagic says customers fleeing VMware and rising hardware costs helped drive 36% annual recurring revenue growth as it expands partners.
Infobip launches AgentOS platform, targets agentic AI shift
This month
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uc
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digital transformation
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mfa
Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.
Qlik partners ServiceNow to embed analytics in workflows
This month
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data analytics
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data fabric
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rpa
Qlik and ServiceNow team up to pipe governed analytics and metadata into workflows, aiming to sharpen AI agents' decisions across enterprise systems.
HSS ProService appoints Sam Davies as Supply Chain Director
This month
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data analytics
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digital transformation
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cx
HSS ProService Marketplace appoints former Amazon manager Sam Davies to drive supplier expansion and digital overhaul.
Kiwis turn to travel agents amid Middle East disruption
This month
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risk & compliance
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customer service
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airlines
Kiwis lean on travel agents as Middle East tensions drive reroutes, cancellations and surging demand for expert advice.
8x8 wins Gold for Engage at New York design awards
This month
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saas
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uc
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digital transformation
8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.
Synthflow appoints Matt Alexander as Channel Chief
This month
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saas
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uc
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digital transformation
Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.
Narwhal Labs raises GBP £20 million for DeepBlue OS
This month
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saas
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uc
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data protection
Narwhal Labs secures backing from more than 70 UK investors as it unveils an AI communications platform for regulated sectors.
Minor Hotels unveils global AI platform with Google
This month
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uc
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data protection
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data analytics
Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.