Customer service stories - Page 7

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Leadership and communication top 2026 workplace learning as employees prioritise human and business skills alongside rising AI adoption.

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.

Infobip upgrades its WhatsApp Marketing Messages API with optimisation tools that lift delivery rates and boost ROI by over 60%.

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

After losing his job, David Owasi grew OutreachGenius into an AI call-handler for trades - and now has his sights set on space technology.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

Herzing College urges tech resellers to embrace vocational training to close critical AI, cybersecurity and cloud skills gaps.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.