Customer Support stories - Page 11

UK shoppers increasingly accept AI for delivery updates and returns, but nearly half still prefer human support when issues arise, new research finds.

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.

Extreme Networks has been named a Leader in the IDC MarketScape 2025 report for its AI-powered WLAN solutions and expertise in high-density deployments.

Gallagher Security teams up with ISTC to expand its reach and offer tailored security solutions across Latin America and the Caribbean.

Coveo has enhanced AI support on Agentforce with custom context passthrough tools, boosting response accuracy and accelerating issue resolution for enterprises.

OpenText has launched Cloud Editions 25.4 to enhance AI readiness, secure data management, and compliance for businesses adopting artificial intelligence.

80% of UK shoppers now use AI for online shopping, with most expecting AI assistants to be mainstream by 2026, revolutionising retail experiences.

TeamViewer and Salesforce have unveiled an AI-powered integration for IT support, aiming to streamline remote assistance and boost digital workplace productivity.

Salesforce has launched Agentforce 360, a platform that unites human employees and AI agents to boost workplace productivity and customer service.

UK firms embrace AI to support, not replace, customer service agents, blending tech with empathy for better CX and stronger customer loyalty in 2025.

Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.

A survey reveals 93% of UK and Ireland mid-sized firms plan to switch finance software soon, seeking balance between cost, complexity and functionality.

NTT DOCOMO Ventures has invested in US firm HappyRobot, whose AI Worker platform automates tasks like calls and emails, boosting enterprise efficiency.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

Over half of UK shoppers find retail communications too generic, with 60% calling them irrelevant, highlighting a need for personalised experiences across channels.

OutSystems launches Agent Workbench, a platform enabling enterprises to deploy and manage AI agents, improving workflows and digital experiences across sectors.

Zoom rolls out AI upgrades across sales, service and events platforms, enhancing automation, personalised engagement and operational efficiency by 2026.

Gen Z demands instant replies within 15 minutes and prefers social shopping on apps like Instagram and TikTok, pushing retailers to adopt AI and automation.

Samsung has rolled out its Home Appliances Remote Management service to 122 countries, supporting 17 languages for smarter, remote appliance care.