The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
8×8 has announced a series of platform enhancements that extend AI-powered intelligence, routing, and automation across entire organizations. The latest release spans conversational intelligence, AI agent development, enterprise routing..
Glassbox, the digital experience intelligence platform company trusted by seven of the ten largest U.S. banks, today announced Glassbox Pulse, an AI-powered operational intelligence engine, and the Glassbox MCP Server which provides enterprise AI systems..
Onton today announced the launch of Ontology 1, a trust and authenticity model for the emerging agentic web, where AI systems increasingly research, recommend, and execute consumer purchasing decisions on behalf of real people..
New Capture Assist API keeps card and personal data out of the model’s context window, call recordings and chat logs, closing the PCI gap that comes with AI agents. Paytia has launched Conversational & AI Payments, built on Capture Assist API..
Observe.AI has announced a collaboration with Amazon Web Services (AWS), aimed at accelerating the enterprise deployment of AI agents within customer service operations. The partnership seeks to support Observe.AI’s Agentic CX Platform..
eGain has been positioned as a Leader in the inaugural Gartner Magic Quadrant for Knowledge Management Systems for Customer Service. At the core of eGain’s offering is the AI Knowledge Hub, which utilizes an AI KnowledgeOps framework..
Burger King is pivoting its operational strategy to prioritize hospitality, rebranding restaurant managers as “Your Way Champions” in a bid to enhance the guest experience. The move is part of a broader $2 billion investment to modernize..
In a move to further bridge the gap between automated efficiency and human empathy, transcosmos has announced an evolution of its customer experience platform. The company has launched trans-DX Plus for Support..
Bank of America has announced an upgrade to EricaAssist, its internal AI-powered agent assistant, by integrating generative AI (GenAI) capabilities. The move is designed to provide real-time, contextual insights to customer service representatives..
As of July 20, Avaya has ceased new sales of the Avaya Agent for Desktop (AAFD). While the End of Sale for New Systems has taken effect, Avaya has clarified that the software is not disappearing overnight for those already utilizing it..
Netchex, a payroll and human capital management (HCM) platform for businesses with deskless workforces, today announced Mesh, a team of AI HR teammates that anticipate problems and complete work before anyone asks..
Wavenet has announced a £7.4 million investment in AI-enabled customer service technologies. The investment is anchored by a new three-year agreement with ServiceNow, which will see Wavenet integrate ServiceNow’s Now Assist..
Google has once again asserted its dominance in the enterprise AI space, having been named a Leader in the 2026 Gartner Magic Quadrant for Conversational AI Platforms. This marks the second year the tech giant has held the Leader position..
Consumer hardware company Aina has announced a $5.5M seed round to build a general purpose interface for the age of AI beyond phone touchscreens and keyboards. Aina is founded by Apoorv Shankar, former VP of Hardware at Ultrahuman..
Quiq, a platform specializing in agentic AI for enterprise customer experience, has launched Verified Intelligence. The new suite of capabilities is designed to provide brands with a rigorous control layer, allowing them to manage autonomous AI agents..
Klaviyo has announced the general availability of Klaviyo Social Marketing, a new solution designed to bridge the gap between social media engagement and omnichannel marketing. The product aims to drive more personalized customer experiences..
Omilia has launched Lexis, a generative text-to-speech (TTS) model designed specifically for enterprise-grade contact centers. Built natively into the Omilia Cloud Platform (OCP), Lexis aims to provide human-quality voice synthesis..
Yorkshire Building Society (YBS) has deployed a suite of AI agents designed to handle administrative tasks and provide frontline staff with more time to focus on complex member needs. The initiative introduces three specific AI agents..
According to a survey of 3,566 B2B and B2C customers conducted in early 2026, consumers are now approximately three times more likely to turn to third-party Generative AI (GenAI) tools than to use a company’s own provided chatbot..