Customer service stories - Page 7

Spreetail will extend its Shareback profit-sharing programme, aiming to help squeezed eCommerce brands protect margins amid rising costs.

New research warns that nearly half of over 3 million AI agents in US and UK firms run ungoverned, exposing data and systems to rising risks.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

TELUS survey finds most Canadians and Americans use AI but overwhelmingly want stricter regulation, safety checks and clearer explanations.

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

ServiceNow makes Anthropic's Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Jelou lands USD $10m Series A to scale its WhatsApp-based transactional AI platform Brain across the US and wider Americas market.

8x8 expands Secure Pay globally, unifying compliant digital payments and AI-led outreach across its customer experience platform.

Trend Micro warns firms that unmanaged use of AI models could trigger major legal, financial and reputational risks worldwide.

ServiceNow expands its OpenAI partnership to embed GPT-5.2 voice agents and automation more deeply into enterprise workflows and IT systems.