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.

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.

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

ServiceNow research says Irish customers lose 284 million hours a year to poor support, as fragmented systems and weak empathy blunt AI gains.

Keyloop folds Motortech.ai's AIME into Fusion as dealer web conversions surge and sales rise 101% in early use.

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.

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.

SysAid bakes Splashtop remote support into its service desk, letting IT teams launch secure sessions directly from AI-driven tickets.

UK consumers still favour banks over AI for financial advice, with over a third saying they do not trust artificial intelligence in banking.

Upwind unveils sub-millisecond prompt threat detection for LLMs, claiming 95% precision using Nvidia models to secure live AI workloads.

Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.

Qualtrics unveils AI-driven CX upgrades to unify feedback, automate text analysis and deploy agents that resolve customer issues in real time.