Customer service Stories

American Stories

Customer service stories

Kore.ai opens Bay Area headquarters in growth push

The move puts the AI software company closer to enterprise buyers, investors and partners as it scales after adding more than 100 customers last year.

By Sean Mitchell • 4 min read • Last week

Unified Communications

Avant's AI virtual agent handles 62% of customer calls

Customers at Avant Card are seeing faster support, with AI now resolving 62% of inbound calls and freeing staff for complex cases.

By Karen Joy Bacudo • 3 min read • Last week

Global Stories

Customer service stories

Unified Communications

RingCentral expands AI receptionist to SMS & WhatsApp

The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.

By Sofiah Nichole Salivio • 4 min read • Last week

Hybrid Cloud

Acceldata & ServiceNow tie data quality to AI workflows

Businesses using AI agents may gain faster issue resolution as Acceldata’s quality scores feed into ServiceNow workflows and incident handling.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Unified Communications

8x8 adds AI tools & live analytics to Platform for CX

Businesses can now deploy AI agents faster and see queue issues live after 8x8 expanded its Platform for CX with new analytics and authentication tools.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Virtualisation

AMD launches Instinct MI350P PCIe card for AI inference

Enterprises can add AI inference to standard air-cooled servers without major rack or power upgrades, AMD says.

By Mark Tarre • 4 min read • Last week

Digital Transformation

ServiceNow unveils Otto & expands AI Control Tower

The move aims to help enterprises govern AI tools across clouds and systems as they wrestle with rising risk, complexity and automation.

By Sofiah Nichole Salivio • 5 min read • Last week

Unified Communications

Weverse deploys Google Cloud AI for global fan support

Fans in 245 countries and regions can now get round-the-clock help on tickets and merchandise as Weverse automates support with Google Cloud AI.

By Mark Tarre • 4 min read • Last week

Data Protection

Is your data ready for AI? 5 steps before deploying an agent

Poor data can make AI agents scale errors at speed, leaving customer-facing systems unreliable and potentially non-compliant.

By Bobby Joseph • 6 min read • Last week

Unified Communications

Twilio launches tools for human & AI conversations

Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Unified Communications

PolyAI picks Kong to scale enterprise API platform

Enterprise customers using PolyAI’s Agent Studio should see easier onboarding and tighter governance as Kong Konnect underpins its API scale-up.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Digital Transformation

Celonis teams with Microsoft on AI agent oversight

The tie-up aims to help firms scale AI agents with better governance, tracing decisions and proving business impact beyond pilot projects.

By Sean Mitchell • 4 min read • Last week

Digital Transformation

FourKites launches Booking Connect for ocean freight

Shippers could cut manual work and intermediary costs as the platform automates carrier selection, documents and exception handling.

By Sofiah Nichole Salivio • 3 min read • Last week

Customer Relationship Management

Syspro launches marketplace for manufacturing ERP users

Manufacturers and distributors can now cut integration headaches as Syspro’s new marketplace bundles partner software around its ERP platform.

By Sean Mitchell • 3 min read • Last week

Customer Experience

Amex GBT to go private in USD $6.3B Long Lake deal

Shareholders are set to pocket USD $9.50 a share as the business travel group exits public markets, pending approvals.

By Karen Joy Bacudo • 4 min read • Last week

Customer Experience

Buy reviews searches surge 1,325% as trust worries grow

Shoppers are being urged to scrutinise online sellers after search data showed a sharp rise in queries for bought credibility signals.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Document Management

Anthropic backs AI services venture with Blackstone

A shortage of AI implementation talent is pushing mid-sized companies to seek help embedding Claude into operations, as Anthropic and backers launch a new venture.

By Mark Tarre • 4 min read • Last week