Customer service stories - Page 17

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.

Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

AI forecasting revolutionises contact centres by replacing outdated spreadsheets, boosting staffing accuracy and customer satisfaction amid volatile market demands.

Butlin's adoption of WorkBuzz's AI-powered platform boosted staff engagement by 4%, pride by 8%, and improved guest ratings via targeted recognition schemes.

Goddiva launches AI assistant on its website, offering personalised fashion shopping, real-time order tracking, and tailored discounts to enhance customer experience.

AI is transforming hospitality, with the market set to soar from USD $90 million to $8.12 billion by 2034, boosting efficiency and guest experiences worldwide.

Zendesk has been named a Leader in Gartner's 2025 Magic Quadrant for CRM Customer Engagement, praised for its AI-first Resolution Platform.

Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.

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.