Customer service Stories - Page 4

Global Stories

Customer service stories

Cognizant & Google Cloud launch AI retail contact centre

Retailers are being pitched AI tools that can cut routine contact volumes while improving speed and continuity across channels for shoppers.

By Sean Mitchell • 4 min read • Last month

Digital Transformation

Amplitude launches AI assistant for in-product support

Users can now get help inside an app as Amplitude ties support to behavioural data, aiming to cut tickets and friction.

By Catherine Knowles • 4 min read • Last month

Storage

Tata Steel expands Google Cloud AI across global operations

More than 300 AI agents are now cutting turnaround times, routine HR queries and maintenance delays across the steelmaker’s global operations.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Manhattan adds AI agents & fulfilment tools for retailers

Retailers could speed service and cut fulfilment costs as Manhattan embeds AI agents, real-time checkout tools and simulation into its omni platform.

By Mark Tarre • 3 min read • Last month

Digital Transformation

Google Cloud study says 52% of firms use AI agents

Early adopters are seeing stronger returns as AI agents move from trials into core operations across customer service, security and support.

By Sean Mitchell • 3 min read • Last month

Unified Communications

Parloa study finds big firms make customer contact hard

Many large companies are making support harder to reach, with most failing to offer clear web, chat or phone access, a Parloa study found.

By Shannon Williams • 4 min read • Last month

Hybrid Cloud

Google Cloud launches Agentic Data Cloud for AI agents

The new tools could let firms’ AI agents act on live data more securely across clouds, while cutting rebooking from hours to minutes.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Google sees retail success with agentic commerce push

Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Google Cloud launches Gemini Enterprise Agent Platform

Customers will build and manage AI agents in one place as Google Cloud folds Vertex AI services into Gemini Enterprise Agent Platform.

By Sean Mitchell • 5 min read • Last month

Storage

Bedrock Data extends ArgusAI governance to Google Vertex AI

Security teams can now apply one policy model across more AI agents as Bedrock Data adds Google Vertex AI to ArgusAI.

By Sean Mitchell • 4 min read • Last month

Software-as-a-Service

Backbase launches AI-native banking OS to unify frontline

Banks could use the new platform to cut frontline bottlenecks, as Backbase says 80% of such work happens in disconnected system gaps.

By Karen Joy Bacudo • 3 min read • Last month

Manufacturing

Syspro names Tom Loeffert as Chief Human Resources Officer

The ERP software group is sharpening its growth plans as it brings in a senior people leader to help reshape operations under a new Chief Executive Officer.

By Sofiah Nichole Salivio • 3 min read • Last month

Hybrid Cloud

Oracle & Google Cloud add Gemini Enterprise database agent

Enterprise users can now query Oracle databases in natural language through Gemini, without moving data or writing SQL, as the partners expand their cloud tie-up.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Gulf Edge & Kore.ai strike exclusive Thailand AI deal

Thailand’s enterprise AI market is getting a more exclusive channel as Gulf Edge gains sole rights to Kore.ai’s platform in key sectors.

By Sofiah Nichole Salivio • 4 min read • Last month

Manufacturing

Snowflake expands AI tools for business users & developers

The updates aim to help companies turn internal data into AI-driven workflows while keeping business controls and governance in place.

By Joseph Gabriel Lagonsin • 5 min read • Last month

Stories from Other Regions

Customer service stories

Digital Transformation

AI hallucinations 'symptom not disease' in Canada's courts

Canadian courts are treating AI mistakes as a human responsibility, after chatbot errors and false citations have already triggered damages and costs awards.

By Jake MacAndrew • 6 min read • Last month