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Customer service Stories - Page 18

Global Stories

Customer service stories

Buy reviews searches surge 1,325% as trust worries grow
Customer Experience

Buy reviews searches surge 1,325% as trust worries grow

Shoppers are being urged to scrutinise online sellers after search data showed a sharp rise in queries for bought credibility signals.

By Joseph Gabriel Lagonsin • 5 min read • Tue, 5th May 2026
Anthropic backs AI services venture with Blackstone
Document Management

Anthropic backs AI services venture with Blackstone

A shortage of AI implementation talent is pushing mid-sized companies to seek help embedding Claude into operations, as Anthropic and backers launch a new venture.

By Mark Tarre • 4 min read • Tue, 5th May 2026
TD Insurance launches first AI chatbot for clients
Unified Communications

TD Insurance launches first AI chatbot for clients

The tool aims to cut routine enquiries and help Canadians compare cover without logging in, as TD expands AI across its businesses.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 5th May 2026
Klaviyo launches Custom Skills for Customer Agent AI tool
Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Brands can now tailor automated service to their own rules as Klaviyo opens its Customer Agent AI tool to custom functions and integrations.

By Sean Mitchell • 4 min read • Mon, 4th May 2026
'Self-learning' AI big boon for Qualtrics' CX
Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.

By David Shilovsky • 5 min read • Thu, 30th Apr 2026
Most firms using AI see little business value, survey
DevOps

Most firms using AI see little business value, survey

Most organisations are still seeing AI deliver productivity gains rather than revenue, as legacy systems and poor data hinder wider returns.

By Sean Mitchell • 4 min read • Thu, 30th Apr 2026
Cequence launches agent controls for enterprise AI
Data Protection

Cequence launches agent controls for enterprise AI

The release aims to curb a growing security risk as enterprises let autonomous agents into internal apps with broad human-style access.

By Shannon Williams • 4 min read • Wed, 29th Apr 2026
Banks struggle to move AI pilots beyond test stage
Digital Transformation

Banks struggle to move AI pilots beyond test stage

Poor data, ageing systems and tight regulation are leaving most bank AI projects stuck in pilots, despite heavy investment in the technology.

By Karen Joy Bacudo • 5 min read • Wed, 29th Apr 2026
eCommerce AI spending rises as leaders fear readiness gap
Data Protection

eCommerce AI spending rises as leaders fear readiness gap

Despite higher budgets, 73% of eCommerce leaders say their firms are not ready for wider AI use, survey data show.

By Shannon Williams • 4 min read • Wed, 29th Apr 2026
Telecoms warned against rushing AI rollouts, survey finds
Network Infrastructure

Telecoms warned against rushing AI rollouts, survey finds

Telecom operators risk stranded pilots if they put AI live too quickly, with 43% of professionals citing rushed rollouts as the biggest mistake.

By Sean Mitchell • 4 min read • Wed, 29th Apr 2026
Why frontline mobility is becoming an operational intelligence layer
Digital Transformation

Why frontline mobility is becoming an operational intelligence layer

Frontline device outages are costing logistics and healthcare teams hours a month, pushing mobility from support tool to data source.

By Michael Dyson • 4 min read • Wed, 29th Apr 2026
SAS launches AI Navigator for governance oversight
Digital Transformation

SAS launches AI Navigator for governance oversight

Businesses face rising compliance and security risks as SAS adds a single governance layer for AI models and agents across their life cycle.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 29th Apr 2026

Stories from Other Regions

Customer service stories

Keen AI & SP Energy launch grid tool for developers
Customer Experience

Keen AI & SP Energy launch grid tool for developers

Developers could cut weeks of waiting for early grid advice as rising connection demand strains Britain’s transmission network.

By Sofiah Nichole Salivio • 4 min read • Tue, 5th May 2026
Transport & storage firms boost AI use by 11 points
Data Analytics

Transport & storage firms boost AI use by 11 points

Most firms still avoid the technology, but adoption in UK transport and storage has jumped to 27.1%, according to ONS data.

By Sean Mitchell • 6 min read • Mon, 4th May 2026
Australia privacy week urges better complaint handling
Data Protection

Australia privacy week urges better complaint handling

Only 9% of complainants were satisfied as Australia’s privacy regulator said poor resolution is eroding public trust in data handlers.

By Mark Tarre • 4 min read • Mon, 4th May 2026
Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.

By Richard Hall • 4 min read • Thu, 30th Apr 2026
Retail tops Australia’s customer service contacts
Unified Communications

Retail tops Australia’s customer service contacts

Poor service is driving customers away, with 45% of Australians saying one bad retail interaction would make them avoid a retailer.

By Kaleah Salmon • 4 min read • Wed, 29th Apr 2026
NAB creates first AI Science team, appoints George Mathews
Robotics

NAB creates first AI Science team, appoints George Mathews

The bank is formalising its AI push with specialist in-house skills to build and test systems safely for customer use.

By Mark Tarre • 4 min read • Wed, 29th Apr 2026