Customer service stories - Page 26

Matthias Goehler of Zendesk forecasts that by 2025, enterprises will require stringent AI governance amid a 250% surge in shadow AI usage.

Spreetail has launched a profit-sharing initiative, Shareback, to reward top partners who exceed profit expectations with a share of unexpected margins.

Proto has unveiled the first autonomous AI-powered holographic conversational agents at AWS re:Invent, showcasing groundbreaking multi-agent AI technology.

UK firms are unprepared for the PSTN-to-all-IP switch, risking disruptions in key systems as the 2027 deadline looms, warns Zen Internet research.

A Freshworks survey reveals that nearly half of UK employees would consider job changes for better AI integration, highlighting its workplace importance.

Twilio has been named a leader in the IDC MarketScape for Worldwide Customer Data Platforms for B2C users for 2024-2025, highlighting its innovative solutions.

Voice AI platform Vapi secures USD $20 million in Series A funding, aiming to enhance its voice agent deployment across diverse industries.

Global forklift manufacturer Combilift has boosted efficiency and revenue following the implementation of Infor SyteLine, resulting in a 30% revenue increase.

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

Uber Direct has teamed up with Grozeo to offer small and medium retailers rapid delivery services, enabling faster item delivery within two hours.

Kao Data has appointed CBRE to manage its facilities across Europe, enhancing operational efficiency and support for its expanding data centre portfolio.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

UK employees lead Europe in workplace AI adoption, with 25% using AI daily and trust in the tools steadily rising.

As Black Friday looms, retailers face the dual challenge of IT resilience and consumer trust in AI, with only 10% of UK shoppers keen to use AI tools.