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Customer service stories

Tendfor updates Teams customer service with AI tools
Unified Communications

Tendfor updates Teams customer service with AI tools

AI-driven oversight and call handling could help organisations keep customer service consistent as Teams becomes their main workspace.

By Joseph Gabriel Lagonsin • 4 min read • Today
AskNicely launches AI agents for customer insights
Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • Today
ADIA takes minority stake in Sapiens as AI push grows
Digital Transformation

ADIA takes minority stake in Sapiens as AI push grows

Its London move puts Sapiens closer to insurers and talent as ADIA becomes a significant minority shareholder in the software group.

By Karen Joy Bacudo • 3 min read • 2 days ago
Parloa tops USD $50 million ARR after Series D boost
Customer Relationship Management

Parloa tops USD $50 million ARR after Series D boost

Enterprise adoption is moving from pilots to production, helping Parloa lift net revenue retention to 150% and pass USD $50 million ARR.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Telus Digital flags AI model safety gaps in benchmark
DevSecOps

Telus Digital flags AI model safety gaps in benchmark

Enterprises face uneven safeguards as TELUS Digital found no generative AI model was fully immune to attack in 620,000 tests.

By Sean Mitchell • 5 min read • 4 days ago
BenQ unveils AI ecosystem spanning industry & healthcare
Robotics

BenQ unveils AI ecosystem spanning industry & healthcare

Rising demand for computing power and cooling is pushing BenQ's AI push beyond pilots into practical use across factories, hospitals and shops.

By Sean Mitchell • 3 min read • 4 days ago
Tollring & Amity win awards for specialist AI tools
Customer Experience

Tollring & Amity win awards for specialist AI tools

The twin wins underline growing demand for sector-specific AI tools that analyse customer calls and automate day-to-day decisions.

By Sean Mitchell • 4 min read • 4 days ago
All 12 leading AI models fail EU law checks, study says
Data Protection

All 12 leading AI models fail EU law checks, study says

European businesses face fresh compliance risk after a study found all 12 leading AI models breached core checks under EU law in testing.

By Sean Mitchell • 4 min read • 4 days ago
Sinch named Gartner leader in CPaaS for fourth year
Digital Transformation

Sinch named Gartner leader in CPaaS for fourth year

Enterprises are putting greater weight on fraud controls and identity checks as AI-driven customer messaging becomes central to CPaaS buying decisions.

By Mark Tarre • 4 min read • 4 days ago
Targa Telematics launches AI vehicle delivery monitoring
Digital Transformation

Targa Telematics launches AI vehicle delivery monitoring

Leasing firms could cut delays and insurance risks as new software spots delivery errors and missing paperwork before contracts begin.

By Mark Tarre • 4 min read • Last week
Talkdesk launches proactive AI agents for retail, finance
Digital Transformation

Talkdesk launches proactive AI agents for retail, finance

Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.

By Karen Joy Bacudo • 3 min read • Last week

Stories from Other Regions

Customer service stories

Platform Housing Group picks Totalmobile for repairs
Digital Transformation

Platform Housing Group picks Totalmobile for repairs

The deal will give 120,000 customers a single view of repairs and safety data across 50,000 homes, replacing fragmented systems.

By Sean Mitchell • 4 min read • Yesterday
Parloa opens London office as AI expansion gathers pace
Customer Relationship Management

Parloa opens London office as AI expansion gathers pace

London's rising AI investment is drawing Parloa into the capital as the company expands its European footprint and customer base.

By Sean Mitchell • 5 min read • Yesterday
Eltropy adds voice & device authentication partners
Digital Transformation

Eltropy adds voice & device authentication partners

Credit unions and community banks gain extra protection as Eltropy embeds voice, device and fraud checks amid rising AI-driven impersonation risks.

By Karen Joy Bacudo • 5 min read • Yesterday
HMRC picks Capgemini, NiCE & Route 101 for overhaul
Digital Transformation

HMRC picks Capgemini, NiCE & Route 101 for overhaul

Millions of taxpayers should see faster, more consistent support as HMRC moves contact services onto a single cloud platform with AI tools.

By Karen Joy Bacudo • 4 min read • 2 days ago
Financial leaders fear AI could harm vulnerable customers
Fintech

Financial leaders fear AI could harm vulnerable customers

Most firms have expanded customer-facing AI even as a survey found 77% fear their strategies could harm vulnerable customers.

By Karen Joy Bacudo • 5 min read • 2 days ago
AI contact centre analytics could boost Australian firms
Data Analytics

AI contact centre analytics could boost Australian firms

AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.

By Arthur Nowak • 4 min read • 2 days ago
UOB & FPT sign AI banking partnership for Asia-Pacific
Data Analytics

UOB & FPT sign AI banking partnership for Asia-Pacific

The tie-up could speed digital banking upgrades and AI adoption across UOB's Asian markets, with pilots likely in Vietnam and beyond.

By Sean Mitchell • 3 min read • 3 days ago