Customer service stories - Page 6

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.

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.

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

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

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

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.

Authentic Interactions recruits Siri and Pluto TV co-founders to guide its push into hyper-realistic 'digital humans' for homes and businesses.

Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.

Infobip upgrades its WhatsApp Marketing Messages API with optimisation tools that lift delivery rates and boost ROI by over 60%.

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.