Customer service stories - Page 7

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

Nearly half of UK public back AI for faster, more accessible services, but demand tight rules, oversight and visible accountability.

Smart Communications helps organisations in regulated industries face down communication challenges every day.

Banks risk AI 'infrastructure traps' as long projects outpace fast-evolving models, wasting budget while nimbler rivals ship real solutions.

A new NE2NE study finds over half of common AI benchmarks are “contaminated”, casting doubt on headline model rankings and marketing claims.

Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.

UK listeners are quicker than Americans to spot AI-generated voices, and their trust in what they hear plunges once they detect them.

8x8 and KCOM join forces to deliver a UK public sector-focused cloud CX platform, uniting network, contact centre, voice and AI services.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

TELUS Digital warns that common AI persona prompts can quietly reshape models' moral judgements, undermining consistency in high‑risk use.

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

A UK study will test how well public sector chatbots understand regional accents amid fears some voices are left behind by AI systems.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

Ricoh has secured Leader status for the third time in IDC's global high-speed inkjet MarketScape, citing innovation, service and reliability.

Kubus reshapes senior leadership, appointing new heads across finance, operations and revenue to fuel a five-year global growth drive.

UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.

Forrester sees humanoid robots shifting from trials to targeted deployment, promising efficiency gains but slowed by cost, complexity and risk.