eGain's fiscal 2026 results reveal a company successfully pivoting toward AI-driven customer service, with AI revenue growing at 20% against modest 3% total growth. The Gartner Leadership designation ...
Most companies deploying customer service AI cannot measure whether their investments are actually working. A Talkdesk survey of 252 senior decision-makers found that whilst 98% of organizations have ...
Gartner Survey Finds Only 27% of Customers Would Try a Chatbot Again After a Negative Experience Gartner
Virtualplatform has unveiled an AI workflow engine specifically designed for telecommunications operators, positioning itself as a solution for automating customer service processes at scale. The prev...
Gartner's August 2026 research exposes a structural problem in enterprise AI deployment: customer service teams are allocating 38% more budget to AI whilst overall service and support budgets grow jus...
Customers still want a human in customer service: Gartner Outsource Accelerator
Research from the University of Birmingham, Aarhus University, and Linnaeus University has identified a bidirectional influence in human-AI customer service interactions: as conversational AI becomes ...
Meta's research team has demonstrated that an 8-billion-parameter language model can achieve performance parity with Claude Opus 4.5, Anthropic's flagship frontier model, whilst operating at a fractio...
Customer service leaders are concentrating investment in AI at a rate that far outpaces overall budget growth, with a 38% surge in AI spending against a mere 2% increase in total service and support b...
Talkdesk's findings expose a widening gap between AI investment velocity and measurable business outcomes in customer service operations. Organisations are deploying AI tools at pace—with [AI spending...
The U.S. AI avatar market is projected to expand significantly through 2033, driven by enterprise demand for conversational interfaces that can handle customer interactions at scale. This growth refle...
The contact centre industry is moving decisively away from measuring AI success through technical metrics alone. For years, Word Error Rate, latency and speech-to-text accuracy dominated how teams eva...
Enterprises implementing AI context layers—governance frameworks designed to prevent agents from delivering confident but incorrect responses—are reporting agent failures at more than double the rate ...
AI is reshaping insurance operations by automating routine administrative work across underwriting, claims processing, customer service, and fraud detection, according to a Get Covered report. Rather ...
Research across the UK and Ireland reveals a consistent pattern: 90% of British consumers and 91% of Irish consumers prefer human agents despite accelerating AI investment in customer service infrastr...
The adoption-to-excellence gap in AI-powered customer experience has reached a critical inflection point. Nearly 70% of CX teams have deployed some form of AI, yet only 2% have achieved Centre of Exce...
AI Adoption in CX Nears 70%, Yet Only 2% of Programs Reach the Center of Excellence Standard, Forethought Report Finds 01net
Monday Service positions itself as an AI-first help desk with genuinely sophisticated agent-building capabilities, yet the platform's pricing architecture undermines its competitive positioning. The c...
AI wins clicks but shoppers still prefer the human touch, new research finds Retail Gazette
AI Adoption in CX Nears 70%, Yet Only 2% of Programs Reach the Center of Excellence Standard, Forethought Report Finds finance.yahoo.com
Tencent has begun internal beta testing of AI-assisted features within WeChat Moments—specifically "AI Writing Helper" and "AI Commenting"—which generate post captions and reply suggestions using its ...
Tropical Smoothie Cafe's implementation of Qualtrics demonstrates a fundamental shift in how franchise-scale businesses approach CX data: moving from satisfaction tracking to direct revenue attributio...
5 AI Service Report Insights for Growing Businesses Salesforce
Gartner's elevation of customer service knowledge management to a full Magic Quadrant—rather than a Market Guide—signals that the space has matured into a strategic priority. The inaugural report posi...