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...
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 the vendor demonstrating clear expansi...
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...
KT's deployment of an AI contact center for NH NongHyup Bank demonstrates the operational efficiency gains now achievable through integrated voice AI and backend system connectivity. The 40 billion wo...
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...
Conversation intelligence has spent years promising contact centers a clearer picture of what customers are saying. The more consequential question now is whether that intelligence can actually change...
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...
Allstate preps Allie platform to drive agentic strategy, enhance customer service Customer Experience Dive
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...
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...
The Future of AI in Customer Service Crowe
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...
Contact center leaders have largely misdiagnosed the AI handoff problem. The issue isn't technical orchestration between virtual agents and human representatives—most platforms now handle that transit...
Orange Business's deployment of an AI conversational agent for customer service reflects the industry-wide pivot toward autonomous handling of routine inquiries, yet the move arrives amid mounting evi...
Delight.ai Launches Delight Agent MCP for AI Assistant Access to Live Customer Service Data AiThority
Infobip is repositioning CPaaS from a channel delivery layer into an orchestration platform for agentic AI, arguing that the real bottleneck in enterprise AI is not intelligence generation but operati...
Parloa's 2026 Consumer Patience Index dismantles a persistent assumption in CX strategy: that digital natives represent the most loyal segment for AI-powered customer service. The data inverts this ex...
A customer's attempt to resolve a straightforward billing issue—updating a credit card on file—escalated into account cancellation after encountering an unhelpful AI voice agent followed by an obvious...
Gartner's finding that 87% of customers demand human agent access when companies deploy GenAI for customer service exposes a critical gap between vendor roadmaps and customer expectations. This isn't ...
The AI Customer Experience Edge You Can't Afford to Ignore entrepreneur.com