Customer service stories - Page 2

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

Herzing College urges tech resellers to embrace vocational training to close critical AI, cybersecurity and cloud skills gaps.

By 2026, business travel programmes will be smarter, data‑driven and AI‑powered, making trips smoother for both travellers and employers.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

TELUS survey finds most Canadians and Americans use AI but overwhelmingly want stricter regulation, safety checks and clearer explanations.

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

ServiceNow makes Anthropic’s Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

Australia’s Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Jelou lands USD $10m Series A to scale its WhatsApp-based transactional AI platform Brain across the US and wider Americas market.

Keyloop moves to acquire Motortech.ai, aiming to embed its AIME conversational agent across Fusion tools used by car dealers worldwide.

Canon secures Silver at the 2025 Putra Brand Awards in Malaysia’s office gear category, marking an unbroken 15-year streak of wins.

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.