Customer service stories

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

StorMagic says customers fleeing VMware and rising hardware costs helped drive 36% annual recurring revenue growth as it expands partners.

CIMB Niaga teams up with Google Cloud and Artefact to deploy AI agents that give front-line staff real-time guidance for millions of customers.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

Qlik and ServiceNow team up to pipe governed analytics and metadata into workflows, aiming to sharpen AI agents' decisions across enterprise systems.

Kiwis lean on travel agents as Middle East tensions drive reroutes, cancellations and surging demand for expert advice.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.

Oracle unveils 25 AI-powered apps across finance, HR and customer service, as it pushes agentic software deeper into core business workflows.

Twilio survey shows conversational AI is moving from pilots to live use, with current adopters reporting stronger governance confidence and clearer business gains.

Celerity adds IBM automation specialist Ranger4 as BGF-backed group deepens AI and cost-efficiency offer across hybrid IT.

Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.

Orange Business to weave Reality Defender's deepfake checks into enterprise communications for 7,000 customers amid rising fraud fears.

Salesforce expands Slackbot with meeting notes, voice input and CRM updates, pitching the tool as a conversational hub for workplace apps.

Zendesk appoints Bikram Mazumdar as Vice President, Asia, as it looks to accelerate AI-powered service growth across key markets in the region.

Zapier adds AI Guardrails to its automation platform, giving teams inline checks to block risky content before it reaches business systems.

Gartner says explainable AI will help drive wider monitoring of generative AI systems, as firms seek stronger checks on bias, hallucinations and reliability.

FWD Singapore says adviser-led expansion, digital upgrades and stronger customer experience helped drive profitable FY2025 growth in its 10th year.