Customer service stories - Page 9

8x8 and KCOM join forces to deliver a UK public sector-focused cloud CX platform, uniting network, contact centre, voice and AI services.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

TELUS Digital warns that common AI persona prompts can quietly reshape models' moral judgements, undermining consistency in high‑risk use.

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

A UK study will test how well public sector chatbots understand regional accents amid fears some voices are left behind by AI systems.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

Ricoh has secured Leader status for the third time in IDC's global high-speed inkjet MarketScape, citing innovation, service and reliability.

Kubus reshapes senior leadership, appointing new heads across finance, operations and revenue to fuel a five-year global growth drive.

UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.

Forrester sees humanoid robots shifting from trials to targeted deployment, promising efficiency gains but slowed by cost, complexity and risk.

Firms face a chasm between AI hype and CX reality, with security, compliance and organisational readiness the real keys to progress.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

AWS sets a three-point telco plan, pushing cloud modernisation, agentic AI automation and 6G-ready, satellite-linked network designs.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.