Customer service stories - Page 5

A new NE2NE study finds over half of common AI benchmarks are “contaminated”, casting doubt on headline model rankings and marketing claims.

UK listeners are quicker than Americans to spot AI-generated voices, and their trust in what they hear plunges once they detect them.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.

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.

Agora and FPT join forces to deliver AI-powered voice, video and messaging for Southeast Asia's banks amid stricter digital regulations.

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.

Philippine Airlines slashes call waits to under a minute with Twilio-powered AI, targeting a 'super AI agent' handling most queries by 2026.

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.

Generative AI is reshaping how Southeast Asian consumers discover, trust and buy, pushing brands to fight for visibility on the AI shelf.

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