Customer service stories - Page 1

Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.

A Tenable demo shows a Copilot-built AI agent can be jailbreaked to steal card data and grant free trips, exposing major fraud risks.

Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake’s global data cloud.

US banks tighten grip on AI patents in finance, with a small North American elite racing ahead as European rivals fall further behind.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

Shippo has launched MCP, an AI-powered platform that lets commerce-focused agents turn natural language shipping requests into live actions.

AI agents are tipped to sweep through enterprises, shops and security by 2026, automating work, reshaping retail and redefining digital trust.

Singulr AI hires veteran tech leader Bask Iyer as Strategic Advisor to guide CIOs on governance amid rapid enterprise adoption of agentic AI.

Nearly half of UK IT websites fail basic accessibility checks, new research warns, risking exclusion of disabled users and lost sales.

By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.

Amazon launches Nova 2 AI suite with four new models and introduces Nova Forge for firms to create custom AI solutions tailored to diverse industries and tasks.

Agentic AI, featuring localised language models, will transform Southeast Asian businesses by 2026, enhancing customer engagement and operational workflows.

By 2026, AI will transform customer service with firms mandated to disclose AI use, boost transparency, and balance trust and security in interactions.

70% of enterprises struggle to integrate growing AI tools, with disconnected apps causing data silos, wasted spend, and rising security risks, says Zapier.

One New Zealand's AI-powered Network Concierge cuts network complaint analysis time by 80%, speeding up resolutions and improving service during outages.

Nearly half of UK marketers contact their agencies less than weekly as AI reshapes workflows, boosting efficiency but challenging traditional agency roles.

Over two-thirds of retailers expect agentic AI to boost efficiency by 2026, but only 8% have fully integrated it into their operations so far.

Edinburgh-based AI consultancy Optima Partners has secured fresh investment from Growth Capital Partners to expand its UK and European operations.

UK shoppers favour AI for delivery tracking and returns but insist it should support, not replace, human customer service roles in retail.

Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.