eCommerceNews US - Technology news for digital commerce decision-makers
United States

Customer service Stories - Page 5

Global Stories

Customer service stories

Adobe expands AI partner network for customer experience
Unified Communications

Adobe expands AI partner network for customer experience

Businesses can now run campaign analysis, customer support and checkout tasks across over 30 AI platforms through Adobe's expanded network.

By Sean Mitchell • 4 min read • Last month
Sinch named leader in IDC communications platform study
Customer Relationship Management

Sinch named leader in IDC communications platform study

The ranking underscores growing demand for combined messaging, voice and email tools as enterprise buyers seek one platform across channels.

By Mark Tarre • 3 min read • Last month
Testlio launches AI chatbot testing service amid scrutiny
Data Protection

Testlio launches AI chatbot testing service amid scrutiny

Brands using customer-facing chatbots face fresh pressure to prove safety and accuracy as Testlio rolls out human-led checks for live-use failures.

By Sofiah Nichole Salivio • 3 min read • Last month
Casting a wide net: Vection Technologies' push across emerging tech markets
Digital Transformation

Casting a wide net: Vection Technologies' push across emerging tech markets

Investor attention is shifting to Vection Technologies as it bets on AI, XR and acquisitions to win contracts across defence, healthcare and real estate.

By Darren Price • 4 min read • Last month
HubSpot launches AI tools to tackle search decline
Customer Relationship Management

HubSpot launches AI tools to tackle search decline

Organic traffic is falling for customers, prompting new tools that help marketers track brands across answer engines and AI assistants.

By Sofiah Nichole Salivio • 4 min read • Last month
Rubrik survey warns of AI agents outpacing security
Data Protection

Rubrik survey warns of AI agents outpacing security

Most firms expect autonomous tools to outstrip guardrails within a year, leaving agent actions hard to see, control and roll back.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Twilio launches embeddable Flex contact centre for apps
Unified Communications

Twilio launches embeddable Flex contact centre for apps

Businesses can now embed contact centre functions into apps as Twilio adds a Flex SDK, Salesforce Voice integration and new pricing.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Rue Gilt Groupe plugs Riskified into Zendesk to curb fraud
Customer Relationship Management

Rue Gilt Groupe plugs Riskified into Zendesk to curb fraud

Real-time risk scores are now guiding Rue Gilt Groupe agents on refunds and reroutes, as online retailers battle growing service-channel fraud.

By Sean Mitchell • 4 min read • Last month
AI projects stall as testing lags behind deployment
DevOps

AI projects stall as testing lags behind deployment

More than half of organisations have shipped AI tools, but quality problems and weak testing are leaving many projects stranded before production.

By Catherine Knowles • 4 min read • Last month
Colt completes SAP cloud ERP migration across 40 countries
Hybrid Cloud

Colt completes SAP cloud ERP migration across 40 countries

Downtime on Colt's switchover was cut to 6.5 hours, helping the telecoms group reduce disruption across operations in 40 countries.

By Sean Mitchell • 3 min read • Last month

Stories from Other Regions

Customer service stories

NAB says 42% of Aussie SMEs use AI to boost productivity
Manufacturing

NAB says 42% of Aussie SMEs use AI to boost productivity

Nearly half of Australian SMEs still avoid AI, but uptake is rising as firms use it mainly to cut admin and save time.

By Kaleah Salmon • 4 min read • Last month
AEON360 teams with Google Cloud on AI shopping push
Digital Transformation

AEON360 teams with Google Cloud on AI shopping push

Shoppers in Malaysia will gain a single AI-led journey across AEON services as the retailer starts linking buying, payments and rewards with Google Cloud.

By Sofiah Nichole Salivio • 4 min read • Last month
UK broadband switching jumps 24% as April bills rise
IT Industry

UK broadband switching jumps 24% as April bills rise

Households hit by April rises are switching in record numbers, with three million already moving providers to avoid higher broadband charges.

By Joseph Gabriel Lagonsin • 4 min read • Last month
UK government launches GBP £500m Sovereign AI Unit
Semiconductors

UK government launches GBP £500m Sovereign AI Unit

The £500 million fund is meant to help British AI start-ups scale, as ministers seek growth and greater control over core technology.

By Shannon Williams • 4 min read • Last month
Instro AI trials cut engineering response times by 67%
Manufacturing

Instro AI trials cut engineering response times by 67%

Manufacturers saw faster technical support and enquiry handling, with one trial cutting response times by 67.3% and reducing manual effort.

By Shannon Williams • 4 min read • Last month
UK businesses adopt RCS & AI for customer messaging
Data Analytics

UK businesses adopt RCS & AI for customer messaging

Fraud fears and rising smishing are pushing UK firms towards verified RCS and AI-led omnichannel chats, a new study finds.

By Sean Mitchell • 3 min read • Last month
POWWR names Martin Eade as Chief Operating Officer
Digital Transformation

POWWR names Martin Eade as Chief Operating Officer

The reshuffle is meant to tighten service delivery as the Manchester-based energy software provider brings customer success and compliance under one executive.

By Mark Tarre • 3 min read • Last month
Insurers face mystery cow, cannabis farm & robot mower
Agricultural Technology

Insurers face mystery cow, cannabis farm & robot mower

Unusual claims are testing insurers as a motorway cow, cannabis farm and disputed robot mower all led to real payouts and refusals.

By Kaleah Salmon • 3 min read • Last month