Customer Support stories - Page 4

Pearson says US could gain up to USD $6.6 trillion from AI by 2034, but only if employers urgently invest in reskilling and task-level redesign.

Security and governance fears keep half of agentic AI stuck in pilots, even as leaders raise budgets and pursue tightly supervised use cases.

Databricks reports a 327% jump in enterprise use of multi-agent AI, as firms move beyond chatbots to real-time, governed production systems.

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

EcoOnline appoints David Orstad Chief Customer Officer to lead global customer functions and launch new managed services offering.

8x8 expands Secure Pay globally, unifying compliant digital payments and AI-led outreach across its customer experience platform.

Ping Identity has launched Universal Services, a continuous trust layer to combat AI-driven fraud and secure risky interactions beyond login.

Spence Software shifts its S2Web SaaS platform to 11:11 Systems' cloud, slashing IT spending by 50% and boosting performance and control.

Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.

Rimini Street secures multiple awards for agentic AI, customer service and leadership, as Hitachi Vantara client also earns industry honour.

Newo.ai and IONOS have launched a plug-and-play AI receptionist, promising SMEs 24/7 call handling, missed lead recovery and quick setup.

Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.

TeamViewer predicts 2026 enterprise AI will hinge on governance, energy limits and emotionally aware agents reshaping workplace roles.

Chargebacks surge after record online holiday sales, with USD $181 billion in returns putting retailers' first-quarter profits at risk.

Salesforce debuts a revamped AI Slackbot as a personal work agent, tying Slack into its Agentforce 360 automation and data platform.

Google launches a Universal Commerce Protocol and Business Agent tools as it bets on AI agents to drive the next era of online shopping.

Ant backs Google's new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

Hyland has been named IDC's 2025 Customer Experience Award winner for content and experience management, topping global satisfaction scores.

Infobip named a growth and innovation leader in Frost & Sullivan's latest CPaaS report, praised for cross-channel AI-driven communications.