Customer service stories - Page 5

SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.

Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.

Microsoft launches Agent 365 and Microsoft 365 E7, blending AI agents, Copilot upgrades and security tools in a single enterprise push.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

Shopify and Klaviyo deepen their partnership with a new integration to power more localised, cross-border eCommerce for global brands.

SITA links Google's Find Hub with WorldTracer, letting airlines use passenger-shared bag locations to speed delayed baggage recovery.

Warehouse automation shifts from a discretionary cost play to a strategic necessity as labour shortages and weak productivity squeeze ANZ firms.

Learn simple and scalable ways to check if a phone number is active, improve data accuracy and keep your customer communications on track.

Wise forecasts that by 2026 agentic AI will run core business tasks, pushing firms to embed tools, tighten oversight and rethink outsourcing.

As AI reshapes insurance, automation could free women from routine tasks and open faster routes into higher-skilled, better-paid roles.

Deskpro launches cloud and VPC help desk on AWS Marketplace, giving organisations flexible hosting, AI options and streamlined procurement.

Distributors stockpile more inventory as a Phocas report warns planning gaps and data limits are raising costs and operational complexity.

A new study examining AI use across occupations finds little evidence of rising unemployment so far, though hiring of younger workers may be slowing.

Ahead of International Women's Day, new research exposes how shattered confidence, bias and complexity fuel a stubborn credit gap for women.