Consumer sentiment towards AI customer service agents has shifted markedly, with Metrigy's 2Q AI Consumer Experience Index recording an 11.8% gain in AI satisfaction and a 7.6% increase in trust—the s...
Genesys is positioning trust and governance as competitive differentiators in the agentic AI race, recognising that the industry has largely sidestepped accountability questions as autonomous systems ...
CallMiner Eureka represents a deliberate shift in how conversation intelligence platforms position themselves within the CX operating model. Rather than remaining a retrospective analytics tool, the p...
Regulatory bodies are issuing formal warnings to organisations deploying AI chatbots in customer service operations, signalling a shift from permissive adoption to scrutinised implementation. The warn...
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...
Some 91% Of Irish Consumers Prefer Phone For Customer Service Despite AI Boom checkout.ie
Enterprise AI investment in customer experience is facing a credibility crisis. Salesforce and other major vendors are under scrutiny for the gap between ambitious AI roadmaps and actual commercial de...
AI and customer service: Can machines deliver empathy? Utility Week
Ryanair announces Google AI partnership to ‘support customer service’ and ‘optimise logistics' The Journal
Consumer sentiment towards AI customer service agents has shifted markedly, with Metrigy's latest research showing AI satisfaction up 11.8% and trust in AI up 7.6% in a single quarter. The improvement...
Hyundai Motor Group Pushes AI Across Its Business, From Crash Tests to Customer Service Koreabizwire
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...
Enterprise contact center migrations fail not because the technology is inadequate, but because organizations approach procurement as a reactive exercise rather than a strategic one. Martin Taylor's a...
Five9's $100 million Fortune 100 financial services contract represents a meaningful validation of cloud-native CCaaS architecture in regulated industries, but more importantly, it signals a shift in ...
Customer service has shifted from a defensive cost centre to a revenue-generating function that directly influences business growth and retention. Filip Jaskólski's assertion that "great service sells...
AI can make customer service better. It can also make harassment scalable. Medium
AI phone agents are moving from experimental deployment to operational standard across customer service operations, driven by measurable improvements in availability, scalability, and resolution speed...
The Future of AI in Customer Service Crowe
Aussie Broadband is piloting AI as a triage and automation layer for routine customer service requests, marking a strategic shift for a telco that has built its brand identity around human-centred sup...
AI chatbot development is reshaping how enterprises handle customer interactions, with organisations across sectors—from telecommunications to home services—actively integrating agentic systems into t...
West Shore Home's appointment of a chief technology officer tasked with unifying AI, data, and customer experience platforms signals a structural problem that many mid-market organisations are now con...
Google is embedding AI-powered customer service capabilities directly into Maps, positioning the platform as a conversational interface for business inquiries rather than purely a navigation tool. Thi...
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...