Announced on Rollout starts August 13, 2026 August 12, 2026 We're announcing the general availability of WhatsApp business-scoped user IDs (BSUIDs) in Zendesk and the Sunshine Conversations API.This r...
LegalZoom has deployed agentic AI to resolve 40% of customer inquiries end-to-end whilst simultaneously reducing trademark search time by 55% and accelerating patent drafting by 30%. Rather than posit...
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...
MIT and Google Cloud's research exposes a critical gap between agentic AI adoption and actual execution capability across enterprises. Whilst nearly every organization claims to be deploying agentic A...
FreJun's launch of Teler represents a deliberate move to capture the infrastructure layer beneath India's expanding voice AI ecosystem. The platform abstracts telephony complexity through an API-first...
Contact centres have operated with a critical blind spot: traditional workforce engagement management platforms capture insights from only 2-5% of customer interactions, leaving 98% of conversation da...
Unigarant's selection of eGain signals a deliberate pivot toward knowledge-first AI implementation in the insurance sector. The Dutch insurer, operating across seven customer channels and managing com...
DeepSeek is expanding beyond the model layer and deeper into the software developers use to put AI agents to work.The Chinese AI lab on Thursday launched the official version of DeepSeek-V4-Pro, an up...
A food service company has deployed an AI-powered WhatsApp ordering tool designed specifically for the foodservice sector, marking another incremental shift toward conversational commerce in verticali...
Twilio's Q2 results reveal a widening gap between voice AI experimentation and production maturity. Self-service voice adoption has surged 50% year-on-year, with early customers demonstrating substant...
Allstate is deploying Allie, a proprietary agentic AI platform built on eight integrated components designed to orchestrate agent-to-agent processing across the enterprise. The architecture represents...
Regal Partners with Five9, Bringing AI Voice Automation to Enterprise Contact Centers StreetInsider
Cyber and Fraud Centre – Scotland Launches Security Testing Service For AI Chatbots digit.fyi
Zendesk is introducing a granular "Manage APIs" permission for Enterprise plan administrators, enabling technical teams to create, edit, and delete API tokens and OAuth clients without requiring full ...
Agentic AI is reshaping customer care from reactive to proactive by enabling systems to anticipate customer needs and take autonomous action rather than simply responding to inbound requests. Unlike t...
Agentic AI has moved from emerging technology to retail infrastructure, with 70% of consumers now using AI in their personal lives and Amazon's integration of Rufus and Alexa into a unified shopping a...
Automation is displacing retail workers across warehouses, supermarkets, and customer service operations at an accelerating pace. The shift reflects a broader industry pivot toward AI-driven systems t...
Meta is introducing per-message charges for non-template WhatsApp Business replies and utility template messages sent within customer service windows, effective October 1, 2026. Until now, these messa...
Zendesk has closed a permissions loophole in Admin Center that allowed agents with end-user management rights to view team member lists despite lacking explicit team member management permissions. The...
Announced on Rollout on August 11, 2026 August 11, 2026 Zendesk is pleased to announce that agents and business rules can associate existing tickets with service catalog items.This announcement includ...
Announced on Rollout on August 13, 2026 August 13, 2026 Zendesk is updating how action credits are consumed in action flows. Going forward, native Zendesk actions and standard Zendesk connectors will...
Exotel's #LikeAFriend campaign positions customer frustration as a central narrative device to justify investment in AI-powered customer experience solutions. The initiative appears designed to bridge...
Announced on Rollout on August 10, 2026 August 10, 2026 Zendesk is excited to announce the general availability of the MCP client, which makes it possible to use the tools on an MCP server in action f...
Cloudflare has launched Kitesurf, a purpose-built browser for AI agents that represents a fundamental shift in how automation infrastructure is being architected. Rather than optimising for human inte...