Customer service stories - Page 3

ConvoZen launches a unified multilingual AI voice stack for India, debuting Akshara and Ragini speech models tuned to real call-centre audio.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

TELUS Digital warns that common AI persona prompts can quietly reshape models' moral judgements, undermining consistency in high‑risk use.

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

Ricoh has secured Leader status for the third time in IDC's global high-speed inkjet MarketScape, citing innovation, service and reliability.

Forrester sees humanoid robots shifting from trials to targeted deployment, promising efficiency gains but slowed by cost, complexity and risk.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

AWS sets a three-point telco plan, pushing cloud modernisation, agentic AI automation and 6G-ready, satellite-linked network designs.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

Commotion launches NVIDIA-powered AI OS to turn experimental enterprise AI into operational “workers” as Singapore ramps up adoption push.

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

Telecoms Supermarket India unveils AI-driven marketplace to simplify how businesses and households compare and buy telecoms services.

Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Leadership and communication top 2026 workplace learning as employees prioritise human and business skills alongside rising AI adoption.