As AI agents take on more responsibility in customer service, containment alone can’t tell you whether they’re delivering the right outcomes. Joseph Kim, CEO of Druid AI, explains why customer service leaders need a broader definition of AI performance..
The platform resolves incidents and change requests across systems like SAP and Salesforce, and turns the undocumented exceptions and customizations buried inside every enterprise into a source of truth for production agents..
Virgin Media O2 has launched an AI-driven voice agent to assist customers with selected broadband fault queries, partnering with enterprise conversational AI platform Sierra. The telco is rolling out the technology gradually..
As your company grows, who should make the call when a customer needs help: one central support team or the people closest to that customer? Decentralized customer service can give local teams room to act. Centralized support can make service easier to manage..
At UK Power Networks’ annual company awards, Billy Issace from Thornton Heath, Surrey was named Customer Service Hero, whilst Vesna Doncic from Ipswich was voted People’s Choice winner, recognising the positive impact they have both made..
AI-native logistics technology company Locus has launched Delivery Promise Management, a new capability designed to connect front-end digital checkout environments with a retailer’s real-time operational data ahead of the 2026 peak shopping season..
In customer psychology, waiting is toxic: unoccupied time feels longer than occupied time. Here, we explain how smart queue management systems eliminate wait-time frustration, boost efficiency, and explore top software vendors like Qmatic and Waitwhile..
According to a report by Coresight Research in partnership with Zebra Technologies and Elo Touch Solutions, self-service technology is no longer just a way to shave a few seconds off the checkout line, it is rapidly transforming into the backbone of modern physical retail..
The same week of AI conversations can be reported as a 45% resolution rate or a 93% one. In this article, Marija Jovanović of Helpjuice provides a five-point check a service manager can run on any vendor’s number, applied openly to one published dataset..
Agentic personalization combines customer data with autonomous or semi-autonomous AI agents. These agents can observe permission-based signals, interpret a customer’s goal, choose a next step, and act through connected systems..
Customer service knowledge platform Stonly has launched Business Process Agents (BPAs), a new AI-driven tool designed to automate multi-step customer service procedures by leveraging an organization’s existing standard operating procedures (SOPs)..
For decades, the standard automated greeting in customer service has been virtually unchanged: “This call may be monitored or recorded for quality and training purposes.” is dangerously outdated. Discover why contact center AI demands modern disclosures..
Customer engagement is more than sending promotions and hoping people click. It’s how you earn attention, trust, repeat purchases, and feedback at every point in the relationship. A strong customer engagement strategy helps customers get value before and after they buy..
At its annual Dreamforce conference, Salesforce has announced AIforce, an interface layer designed to extend the platform’s data, logic, and workflows directly into third-party environments and agentic AI tools. This reflects a shift away from static software layouts..
No business likes to receive negative customer reviews. Negative comments on social media and sites like Yelp can hurt a business since consumers and B2B prospects usually check vendors online before becoming customers. Tim Lee, Founder and CEO of Bookipi, explains..
Lightsage is building the Agent-Led Growth platform, helping software companies – spanning ecommerce, payments, consumer businesses and more – to understand and improve how AI agents discover, successfully use and pay for their products..
Enterprise technology stacks have grown more complex with every new application a company adopts. Sales teams rely on a CRM, finance runs on an ERP, support lives in a ticketing platform, and marketing has its own suite of tools..
Genesys kicked off its annual Xperience event by detailing significant financial growth alongside a broad expansion of its agentic AI and orchestration capabilities. Reporting its second-quarter performance, the CX vendor revealed..
New capability extends Quiq’s agentic AI Assistants to voice, giving human agents guidance that adapts in real time to the conversation, and the ability to act on the agent’s behalf, all on the same trusted, governed platform..