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Customer service stories

PolyAI picks Kong to scale enterprise API platform
Unified Communications

PolyAI picks Kong to scale enterprise API platform

Enterprise customers using PolyAI’s Agent Studio should see easier onboarding and tighter governance as Kong Konnect underpins its API scale-up.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Celonis teams with Microsoft on AI agent oversight
Digital Transformation

Celonis teams with Microsoft on AI agent oversight

The tie-up aims to help firms scale AI agents with better governance, tracing decisions and proving business impact beyond pilot projects.

By Sean Mitchell • 4 min read • Last week
FourKites launches Booking Connect for ocean freight
Digital Transformation

FourKites launches Booking Connect for ocean freight

Shippers could cut manual work and intermediary costs as the platform automates carrier selection, documents and exception handling.

By Sofiah Nichole Salivio • 3 min read • Last week
Syspro launches marketplace for manufacturing ERP users
Customer Relationship Management

Syspro launches marketplace for manufacturing ERP users

Manufacturers and distributors can now cut integration headaches as Syspro’s new marketplace bundles partner software around its ERP platform.

By Sean Mitchell • 3 min read • Last week
Amex GBT to go private in USD $6.3B Long Lake deal
Customer Experience

Amex GBT to go private in USD $6.3B Long Lake deal

Shareholders are set to pocket USD $9.50 a share as the business travel group exits public markets, pending approvals.

By Karen Joy Bacudo • 4 min read • Last week
Buy reviews searches surge 1,325% as trust worries grow
Customer Experience

Buy reviews searches surge 1,325% as trust worries grow

Shoppers are being urged to scrutinise online sellers after search data showed a sharp rise in queries for bought credibility signals.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Anthropic backs AI services venture with Blackstone
Document Management

Anthropic backs AI services venture with Blackstone

A shortage of AI implementation talent is pushing mid-sized companies to seek help embedding Claude into operations, as Anthropic and backers launch a new venture.

By Mark Tarre • 4 min read • Last week
TD Insurance launches first AI chatbot for clients
Unified Communications

TD Insurance launches first AI chatbot for clients

The tool aims to cut routine enquiries and help Canadians compare cover without logging in, as TD expands AI across its businesses.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Klaviyo launches Custom Skills for Customer Agent AI tool
Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Brands can now tailor automated service to their own rules as Klaviyo opens its Customer Agent AI tool to custom functions and integrations.

By Sean Mitchell • 4 min read • Last week
'Self-learning' AI big boon for Qualtrics' CX
Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.

By David Shilovsky • 5 min read • Last month
Most firms using AI see little business value, survey
DevOps

Most firms using AI see little business value, survey

Most organisations are still seeing AI deliver productivity gains rather than revenue, as legacy systems and poor data hinder wider returns.

By Sean Mitchell • 4 min read • Last month
Cequence launches agent controls for enterprise AI
Data Protection

Cequence launches agent controls for enterprise AI

The release aims to curb a growing security risk as enterprises let autonomous agents into internal apps with broad human-style access.

By Shannon Williams • 4 min read • Last month
Banks struggle to move AI pilots beyond test stage
Digital Transformation

Banks struggle to move AI pilots beyond test stage

Poor data, ageing systems and tight regulation are leaving most bank AI projects stuck in pilots, despite heavy investment in the technology.

By Karen Joy Bacudo • 5 min read • Last month
eCommerce AI spending rises as leaders fear readiness gap
Data Protection

eCommerce AI spending rises as leaders fear readiness gap

Despite higher budgets, 73% of eCommerce leaders say their firms are not ready for wider AI use, survey data show.

By Shannon Williams • 4 min read • Last month

Stories from Other Regions

Customer service stories

Keen AI & SP Energy launch grid tool for developers
Customer Experience

Keen AI & SP Energy launch grid tool for developers

Developers could cut weeks of waiting for early grid advice as rising connection demand strains Britain’s transmission network.

By Sofiah Nichole Salivio • 4 min read • Last week
Transport & storage firms boost AI use by 11 points
Data Analytics

Transport & storage firms boost AI use by 11 points

Most firms still avoid the technology, but adoption in UK transport and storage has jumped to 27.1%, according to ONS data.

By Sean Mitchell • 6 min read • Last week
Australia privacy week urges better complaint handling
Data Protection

Australia privacy week urges better complaint handling

Only 9% of complainants were satisfied as Australia’s privacy regulator said poor resolution is eroding public trust in data handlers.

By Mark Tarre • 4 min read • Last week
Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.

By Richard Hall • 4 min read • Last month