Customer service stories

Hyland has been ranked a Leader in IDC’s 2025-2026 MarketScape for intelligent document processing, citing its agentic automation strategy.

Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers’ margins.

Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.

ServiceNow buys AI assistant specialist Moveworks to create a single conversational ‘front door’ into automated workflows across the enterprise.

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.

Odigo’s takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.

Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.

A Tenable demo shows a Copilot-built AI agent can be jailbreaked to steal card data and grant free trips, exposing major fraud risks.

Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake’s global data cloud.

US banks tighten grip on AI patents in finance, with a small North American elite racing ahead as European rivals fall further behind.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

Shippo has launched MCP, an AI-powered platform that lets commerce-focused agents turn natural language shipping requests into live actions.

AI agents are tipped to sweep through enterprises, shops and security by 2026, automating work, reshaping retail and redefining digital trust.

Singulr AI hires veteran tech leader Bask Iyer as Strategic Advisor to guide CIOs on governance amid rapid enterprise adoption of agentic AI.

Nearly half of UK IT websites fail basic accessibility checks, new research warns, risking exclusion of disabled users and lost sales.

By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.

Amazon launches Nova 2 AI suite with four new models and introduces Nova Forge for firms to create custom AI solutions tailored to diverse industries and tasks.

Agentic AI, featuring localised language models, will transform Southeast Asian businesses by 2026, enhancing customer engagement and operational workflows.