Customer service stories

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

Commonwealth Bank teams with OpenAI on AI and cyber training to close skills gaps for 1 million Australian small business customers.

Elastic launches Agent Builder and Workflows to help enterprises build more reliable AI agents that span fragmented internal data systems.

8x8 expands Secure Pay globally, unifying compliant digital payments and AI-led outreach across its customer experience platform.

UK retailers are racing to fix parcel delivery failures as squeezed shoppers demand smoother service and loyalty becomes harder to win.

Trend Micro warns firms that unmanaged use of AI models could trigger major legal, financial and reputational risks worldwide.

Infobip urges UK retailers to use RCS and WhatsApp to cut returns disruption as annual costs are forecast to top GBP £27 billion.

Simwood launches on-net conversational AI agents for carriers and MSPs, embedding voice and WhatsApp bots directly into UCaaS networks.

ServiceNow expands its OpenAI partnership to embed GPT-5.2 voice agents and automation more deeply into enterprise workflows and IT systems.

ICS.AI launches UK public sector AI model promising guaranteed savings, citing Derby City Council’s projected GBP £12 million benefit.

Hubtel IT boosts staff by 25% and targets GBP £2.5m turnover as it ramps up AI and cyber security services for UK small businesses.

ServiceNow expands its OpenAI partnership to make frontier models and voice-first AI core to enterprise workflows and automation at scale.

Spence Software shifts its S2Web SaaS platform to 11:11 Systems’ cloud, slashing IT spending by 50% and boosting performance and control.

Jack Rankin hails ArvatoConnect’s AI push in Datchet as a way to reshape customer service while keeping skilled jobs rooted in the UK.

flydubai partners with Amperity to unify passenger data and accelerate a shift to modern, Offer-Order-based airline retailing.

eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an ‘AI-first’ expansion drive across EMEA and North America.

Kick ICT has appointed Steven Brown as chief executive, succeeding retiring founder Tom O’Hara as the group targets its next growth phase.

European banks expect AI to shrink staff only slightly, with most projected job losses coming through routine attrition, not mass cuts.

Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.

New Zealand launches an AI advisory pilot, offering up to NZD $15,000 co-funding to help small firms plan and safely adopt AI tools.