Customer service stories - Page 21

NiCE to acquire Cognigy for USD $955 million, combining AI platforms to enhance global customer experience with advanced conversational AI solutions.

Over half of UK consumers use AI assistants for daily tasks but remain cautious, especially about financial decisions, valuing human support in stress.

FourKites has launched AI digital workers Alan, Polly and Cassie to automate Europe's supply chains, enhancing scheduling, compliance and customer service tasks.

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

Caxton appoints Henry Allen as new CFO to drive growth and digital expansion in travel money and corporate payment services markets.

ChatSa launches AI Magic, enabling users to swiftly create and deploy cross-platform AI chatbots with a single text prompt, in under two minutes.

CommScope and DvSum have teamed up to launch ServAssure NXT AI, a platform combining AI and analytics to boost network monitoring and customer service efficiency.

UK leads Europe with 47% of firms adopting agentic AI to boost software productivity, outpacing France and Germany amid global AI investment surge.

Boost.ai launches on AWS Marketplace to help enterprises in regulated sectors adopt secure, compliant AI agents with rapid deployment and strong data protection.

Morrisons is adopting Kallikor's AI-powered digital twin to enhance supply chain resilience, aiming for faster, smarter decision-making across its network.

Kore.ai has made its AI agent solutions available on AWS Marketplace, enabling faster deployment and streamlined procurement for enterprises across various sectors.

Zoho launches Zia LLM and an AI agent marketplace, focusing on robust data privacy and customisable business solutions across global data centres.

AI agents could add USD $450 billion globally by 2028, yet UK trust in autonomous AI systems has dropped to 32%, hindering full-scale adoption.

Amazon Prime Day returns total 78 million items yearly in the UK, posing major operational and financial challenges for retailers amid rising consumer frustrations.

Prime Day in Australia gains momentum as shoppers seek bargains amid rising living costs, with retailers leveraging discounts and omnichannel strategies for growth.

Adaptive AI systems, like Amazon's Alexa Plus, learn and evolve with users in real time, promising a new era of personalised, interactive technology.

Appian has been named on FinTech Global's 2025 AIFinTech100 list for pioneering AI-driven solutions that transform banking, compliance and financial services workflows.

NiCE celebrates EMEA and APAC firms for AI-driven customer experience excellence at its 2025 International CX Excellence Awards, spotlighting innovation and impact.

Staysure has adopted NiCE's CXone Mpower AI platform to enhance its digital travel insurance customer experience across Europe with omnichannel support.

CommBox launches CommSite AI, a conversational platform transforming websites with real-time, personalised chat to enhance user engagement and sales.