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Customer service Stories - Page 20

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Customer service stories

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Customer service stories

Delivery Hero cuts rider escalations with Twilio voice
Unified Communications

Delivery Hero cuts rider escalations with Twilio voice

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

By Melania Watson • 4 min read • Wed, 28th Jan 2026
Kore.ai secures new funding to scale agentic AI tools
Software-as-a-Service

Kore.ai secures new funding to scale agentic AI tools

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

By Joseph Gabriel Lagonsin • 3 min read • Wed, 28th Jan 2026
CommBox unveils Era AI Voice to transform call centres
Unified Communications

CommBox unveils Era AI Voice to transform call centres

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

By Sofiah Nichole Salivio • 3 min read • Wed, 28th Jan 2026
8x8 extends Secure Pay for global digital payments
Unified Communications

8x8 extends Secure Pay for global digital payments

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

By Shannon Williams • 4 min read • Fri, 23rd Jan 2026
Trend Micro warns firms on hidden risks of AI models
Digital Transformation

Trend Micro warns firms on hidden risks of AI models

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

By Shannon Williams • 4 min read • Thu, 22nd Jan 2026
ServiceNow deepens OpenAI deal to power voice, agents
Software-as-a-Service

ServiceNow deepens OpenAI deal to power voice, agents

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

By Joseph Gabriel Lagonsin • 4 min read • Thu, 22nd Jan 2026
ServiceNow deepens OpenAI pact to power voice-first AI
Digital Transformation

ServiceNow deepens OpenAI pact to power voice-first AI

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

By Mark Tarre • 4 min read • Wed, 21st Jan 2026

Stories from Other Regions

Customer service stories

Jelou raises USD $10m to scale WhatsApp AI across US
Data Protection

Jelou raises USD $10m to scale WhatsApp AI across US

Jelou lands USD $10m Series A to scale its WhatsApp-based transactional AI platform Brain across the US and wider Americas market.

By Sofiah Nichole Salivio • 4 min read • Tue, 27th Jan 2026
Keyloop to buy Motortech.ai to boost dealer AI tools
Unified Communications

Keyloop to buy Motortech.ai to boost dealer AI tools

Keyloop moves to acquire Motortech.ai, aiming to embed its AIME conversational agent across Fusion tools used by car dealers worldwide.

By Sofiah Nichole Salivio • 3 min read • Mon, 26th Jan 2026
GoTo boosts automotive platform with AI & Tekion link
Unified Communications

GoTo boosts automotive platform with AI & Tekion link

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

By Shannon Williams • 4 min read • Fri, 23rd Jan 2026
Commonwealth Bank, OpenAI boost AI skills for SMEs
Data Protection

Commonwealth Bank, OpenAI boost AI skills for SMEs

Commonwealth Bank teams with OpenAI on AI and cyber training to close skills gaps for 1 million Australian small business customers.

By Karen Joy Bacudo • 3 min read • Fri, 23rd Jan 2026
Elastic unveils tools to boost reliability of AI agents
Data Analytics

Elastic unveils tools to boost reliability of AI agents

Elastic launches Agent Builder and Workflows to help enterprises build more reliable AI agents that span fragmented internal data systems.

By Shannon Williams • 4 min read • Fri, 23rd Jan 2026
UK retailers target delivery fixes to lift loyalty
Customer Experience

UK retailers target delivery fixes to lift loyalty

UK retailers are racing to fix parcel delivery failures as squeezed shoppers demand smoother service and loyalty becomes harder to win.

By Kaleah Salmon • 3 min read • Thu, 22nd Jan 2026
Infobip backs RCS, WhatsApp to cut UK returns costs
Unified Communications

Infobip backs RCS, WhatsApp to cut UK returns costs

Infobip urges UK retailers to use RCS and WhatsApp to cut returns disruption as annual costs are forecast to top GBP £27 billion.

By Kaleah Salmon • 4 min read • Thu, 22nd Jan 2026
Simwood debuts on-net AI agents for carriers, MSPs
Software-as-a-Service

Simwood debuts on-net AI agents for carriers, MSPs

Simwood launches on-net conversational AI agents for carriers and MSPs, embedding voice and WhatsApp bots directly into UCaaS networks.

By Kaleah Salmon • 3 min read • Thu, 22nd Jan 2026
ICS.AI unveils public sector AI model, promises guaranteed savings
Marketing Technologies

ICS.AI unveils public sector AI model, promises guaranteed savings

ICS.AI launches UK public sector AI model promising guaranteed savings, citing Derby City Council's projected GBP £12 million benefit.

By Catherine Knowles • 4 min read • Wed, 21st Jan 2026
Hubtel IT grows team to drive AI & cyber security push
Digital Transformation

Hubtel IT grows team to drive AI & cyber security push

Hubtel IT boosts staff by 25% and targets GBP £2.5m turnover as it ramps up AI and cyber security services for UK small businesses.

By Karen Joy Bacudo • 4 min read • Wed, 21st Jan 2026