Customer service stories - Page 8

Firms face a chasm between AI hype and CX reality, with security, compliance and organisational readiness the real keys to progress.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

AWS sets a three-point telco plan, pushing cloud modernisation, agentic AI automation and 6G-ready, satellite-linked network designs.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

UK telecoms charter faces scrutiny as April bill hikes loom, with Ofcom complaints and consumer groups questioning value and service.

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.

Access Group is investing £1.5m of Apprenticeship Levy funds to train 115 staff on new AI programmes across roles and skill levels.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Smart CT hires former BT leader Eddie Egan as COO to scale its fast-growing technology lifecycle services without compromising customer service.

Leadership and communication top 2026 workplace learning as employees prioritise human and business skills alongside rising AI adoption.

IT roles top UK job applications as Software Engineer leads with average pay of GBP £61,268, outpacing salaries in other major sectors.

European marketers aim to simplify bloated martech stacks, trimming tools to cut costs, speed execution and gain better control of CX.

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

Shoppers shun online baskets over high delivery fees and clunky checkouts as retailers plough cash into loyalty schemes and shiny AI tools.