Customer service stories - Page 18

Capco joins OpenAI's Beta Services Partner Programme, gaining early access to AI tech to enhance financial and energy sector services globally.

Ant International partners with TNG Digital and easypaisa to launch AI-driven customer service, enhancing efficiency and security in Asian digital banking.

AI chatbots are failing to improve customer service as incomplete data and trust issues cause frustration, prompting firms to reintegrate human agents.

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

Financial firms are embracing AI with a focus on trust, using it to enhance customer service and support staff, not cut jobs, amid growing governance concerns.

Infosys has launched an AI-First GCC Model to help global firms transform their capability centres into scalable, AI-enabled hubs across diverse industries.

Freshworks launches new AI tools in the UK to streamline customer support and IT management, boosting efficiency and cutting manual tasks for enterprises.

eDesk launches AI Agent to handle eCommerce support across 300+ channels, resolving 65% of enquiries for USD $0.99 per resolution.

UK fintech founders embrace AI, with 83% adopting it, despite 81% losing confidence in the economy and nearly half considering relocating abroad due to tax concerns.

IT leaders now prioritise simple, effective technology over flashy AI, seeking quick, practical outcomes that enhance customer and employee experiences.

Home Bargains is upgrading network and payment systems in over 650 UK stores with Evolve to boost resilience and support plans for 1,000 outlets.

ScreenCloud's Belfast team won three top awards at the Contact Centre Northern Ireland Awards, highlighting their excellence in customer service and leadership.

Research reveals many small businesses in Australia, the UK and US are cautious about AI, despite growing confidence and benefits like time savings.

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.

Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.