Customer service stories - Page 4

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.

Infobip upgrades its WhatsApp Marketing Messages API with optimisation tools that lift delivery rates and boost ROI by over 60%.

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

ServiceNow makes Anthropic's Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

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

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

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