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Customer service stories

Disabled shoppers face barriers despite new EU law
Digital Transformation

Disabled shoppers face barriers despite new EU law

Retailers risk losing disabled customers as 87% still cannot complete a typical shopping journey independently, a report finds.

By Sofiah Nichole Salivio • 5 min read • Yesterday
Synthflow AI & Avant strike exclusive voice AI deal
Software-as-a-Service

Synthflow AI & Avant strike exclusive voice AI deal

The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.

By Sean Mitchell • 4 min read • Yesterday
Jet Bank launches Albania's first fully digital bank
Digital Transformation

Jet Bank launches Albania's first fully digital bank

More than 75,000 Albanians are queued to try mobile-only banking as the new lender opens current accounts, savings and cards without branches.

By Karen Joy Bacudo • 4 min read • Yesterday
8x8 launches AI Routing for broader customer service
Software-as-a-Service

8x8 launches AI Routing for broader customer service

Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.

By Mark Tarre • 4 min read • Yesterday
HCLTech expands Google Cloud & ServiceNow AI tie-up
Software-as-a-Service

HCLTech expands Google Cloud & ServiceNow AI tie-up

The move is aimed at helping large firms shift AI from pilots into production with tighter governance across manufacturing, service and IT workflows.

By Sean Mitchell • 4 min read • Yesterday
Backbase buys Kasisto to bolster banking AI platform
Software-as-a-Service

Backbase buys Kasisto to bolster banking AI platform

Banks could gain a single AI system for customer requests, as Backbase folds Kasisto's tools into its software and boosts its US reach.

By Karen Joy Bacudo • 3 min read • Yesterday
AI-native telco accelerator launched to speed deployment
Digital Transformation

AI-native telco accelerator launched to speed deployment

A new benchmark and shared guidance aim to help telecom operators turn scattered AI pilots into large-scale deployments across their networks.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
Meta launches AI tools for advertisers & businesses
Customer Experience

Meta launches AI tools for advertisers & businesses

Marketers could save time and reach more customers as Meta expands AI across ad creation, creator discovery and WhatsApp sales chats.

By Regine Laguilles • 4 min read • 2 days ago
Sapiens names Krish Datta as APAC Executive Vice President
Digital Transformation

Sapiens names Krish Datta as APAC Executive Vice President

Asia Pacific insurers are set to see more AI-driven system renewal as Sapiens steps up its regional push with a senior hire.

By Mark Tarre • 4 min read • 3 days ago
Twilio voice AI builds Guinness price index across pubs
Digital Transformation

Twilio voice AI builds Guinness price index across pubs

Thousands of pub prices were gathered by automated calls, showing how voice AI can do large-scale field research beyond chatbots.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Zoom adds AI tools to Virtual Agent for customer service
Software-as-a-Service

Zoom adds AI tools to Virtual Agent for customer service

Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.

By Sean Mitchell • 4 min read • 3 days ago

Stories from Other Regions

Customer service stories

ArvatoConnect appoints new leaders as AI reshapes service
Digital Transformation

ArvatoConnect appoints new leaders as AI reshapes service

UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Agoda adds flight alerts & single checkout for trips
Customer Experience

Agoda adds flight alerts & single checkout for trips

Travellers can now track gate changes and book flights, hotels and activities in one checkout, reducing stress and missed updates.

By Mark Tarre • 4 min read • Yesterday
Probook raises USD $40 million for home services dispatch
Software-as-a-Service

Probook raises USD $40 million for home services dispatch

Home services operators could cut back-office headcount as the New York software firm expands after backing from Andreessen Horowitz and Sequoia Capital.

By Sean Mitchell • 4 min read • 3 days ago
NatWest launches AI ethics accreditation for all staff
Data Protection

NatWest launches AI ethics accreditation for all staff

With AI tools spreading through the bank, 60,000 NatWest staff will now be trained to spot ethical risks and handle them responsibly.

By Karen Joy Bacudo • 4 min read • 3 days ago
Lloyds to create 1,000 AI roles as agentic use grows
Data Analytics

Lloyds to create 1,000 AI roles as agentic use grows

Fraud checks and customer service will be sped up as Lloyds Banking Group adds more than 1,000 AI jobs and retrains staff.

By Karen Joy Bacudo • 4 min read • 3 days ago
Smart CT boosts stock by a third after 10,000 buys
Network Infrastructure

Smart CT boosts stock by a third after 10,000 buys

Extra warehouse parts will help Smart CT meet demand from new contracts across government, health and retail customers in Europe and beyond.

By Sofiah Nichole Salivio • 4 min read • 4 days ago
Gamma targets small firms with PCI payment security
Unified Communications

Gamma targets small firms with PCI payment security

Small firms taking card payments by phone face fraud, chargeback and compliance risks that Gamma says have been overlooked.

By Mark Tarre • 4 min read • 4 days ago