Customer Support stories

SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

Zapier's study of 10,000 workflows shows AI is shifting from one-off tools to core lead-management infrastructure for sales teams.

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

Google has launched Gemini Embedding 2, a multimodal AI model that unifies search and analysis across text, images, video, audio and documents.

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

IMP Software has unveiled IMP Finance, a MAT-first unified platform aiming to streamline budgeting, purchasing, workforce planning and finance.

Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Dify secures USD $30m to expand its open-source platform for production-ready AI agent workflows across global enterprise teams.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

Learn simple and scalable ways to check if a phone number is active, improve data accuracy and keep your customer communications on track.

WaveMaker women leaders call for shared support at home and work, saying inclusive cultures help teams 'Give to Gain' and drive innovation.

Deskpro launches cloud and VPC help desk on AWS Marketplace, giving organisations flexible hosting, AI options and streamlined procurement.

In 2026, AI agents move from pilots to the enterprise core, forcing firms to prove measurable value under tight governance.

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

ECI names Jack Wood chief technology officer to spearhead platform modernisation and embed secure, workflow-native AI across its products.

Satellite Connect Europe launches MNO-first direct-to-device satellite network, offering EU-based access to AST SpaceMobile's LEO system.

Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.

A growing underground market for video game cheats has swelled into a USD $8.5 billion industry, outstripping esports and Twitch revenues.