Customer service stories - Page 5

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

Trend Micro warns firms that unmanaged use of AI models could trigger major legal, financial and reputational risks worldwide.

ServiceNow expands its OpenAI partnership to embed GPT-5.2 voice agents and automation more deeply into enterprise workflows and IT systems.

ServiceNow expands its OpenAI partnership to make frontier models and voice-first AI core to enterprise workflows and automation at scale.

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

flydubai partners with Amperity to unify passenger data and accelerate a shift to modern, Offer-Order-based airline retailing.

European banks expect AI to shrink staff only slightly, with most projected job losses coming through routine attrition, not mass cuts.

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

Hayo upgrades its National Mobile Registry with real-time tools to detect SIM swap fraud, stolen phones and illegal devices on networks.

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.

Manhattan rolls out embedded AI agents across its Active suite, promising real-time automation and custom agent creation for retailers.

FourKites has created a manufacturing advisory board of senior supply chain leaders to steer its product roadmap and AI-driven logistics tools.

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

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

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.

Nintex warns enterprise agentic AI will face a 2026 reality check, with tighter budgets, targeted use cases and tougher governance.

AI will reshape risk, trust and compliance in 2026 as firms swap hype for embedded tools, tighter controls and higher regulatory scrutiny.

SAS predicts agentic AI will run core banking by 2026, reshaping trust, fraud defences, climate risk and quantum-powered decision making.