Customer Support stories

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.

Cambridge Broadband Networks Group has launched a Richardson, Texas base to support US customers with logistics, engineering and 5G fixed wireless roll-out.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.

US small businesses turn to AI for data analysis, scheduling and stock control as most keep tech budgets steady or higher, survey finds.

Anthropic finds emotion-linked internal patterns in Claude Sonnet 4.5 can nudge blackmail and cheating, offering new clues for AI safety.

Flip names Amy McDonnell Chief Customer Officer and Lee Nadler Chief Marketing Officer as the voice AI firm accelerates growth after a USD $20 million Series A.

Cox Business rolls out RingCentral-based AI contact centre offering with virtual agents, omnichannel tools and CRM links for businesses of all sizes.

Canals expands AI tools for wholesale distributors with automation for billing, purchase orders and customer queries across back-office teams.

Acclaim appoints former NiCE boss Paul Thomas as Senior Vice President, EMEA, and backs US launch with $34 million funding.

Eltropy expands AI platform for credit unions with secure identity checks and account service tools to handle routine banking tasks in one conversation.

SAP Concur and Amex GBT add live support, AI help and richer content to their Complete platform as pilot features target smoother business trips.

Revenium adds business outcome tracking to AI workflows, letting firms calculate cost per conversion, autonomy rates and ROI from production use.

Barcelona startup Galtea raises USD $3.2 million to scale its AI agent testing platform and launch a self-service product for developers.

Klaviyo has launched Composer, an AI tool that drafts data-driven marketing campaigns from plain-language prompts, now in private beta.

Rimini Street clinches triple Stevie Awards for AI-powered support and stellar service, as judges hail GBP £10B client savings impact.