Customer service Stories

UK Stories

Customer service stories

NiCE Cognigy urges wider AI use across public services

Public bodies could cut admin and free staff for frontline cases if ministers back AI tools with stronger oversight and safeguards.

By Sofiah Nichole Salivio • 6 min read • Yesterday

Data Privacy

Fuse brings AI support in-house on NVIDIA hardware

The shift could sharpen customer service and cut costs as the UK supplier moves its app-based support onto open-weight models on NVIDIA hardware.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago

Digital Transformation

Sherwen warns AI readiness needs customer adoption

Consumer trust could decide whether AI projects pay off, as Sherwen Studios says technical readiness alone does not guarantee adoption.

By Sofiah Nichole Salivio • 4 min read • 4 days ago

Global Stories

Customer service stories

Digital Transformation

Watercare appoints Martine Watson as Chief Digital Officer

The move comes as the utility prepares to oversee a $15.2 billion infrastructure pipeline across Auckland over the next decade.

By Mara Sugue • 4 min read • Today

Customer Relationship Management

Zoom pushes AI tools to drive work from talk to tasks

The push could help firms cut time spent on follow-up work as Zoom expands from meetings into AI tools for tasks, search and customer support.

By Mara Sugue • 4 min read • Today

Digital Transformation

Personal AI agents now contact customer service teams

Six in ten customer organisations are already fielding autonomous bots, forcing service teams to tighten oversight as AI-to-AI requests become routine.

By Joseph Gabriel Lagonsin • 5 min read • Today

Semiconductors

Cerebras to bring fast AI inference to Oracle cloud

The addition will give Oracle Cloud Infrastructure customers a faster option for AI agents, with Cerebras inference due in calendar year 2027.

By Mara Sugue • 3 min read • Today

Artificial Intelligence

Baltic Assist says AI cuts junior jobs in Lithuania

Routine back-office work is shrinking in Lithuania as AI lifts output per employee by about 50% and halves junior hiring at Baltic Assist.

By Sofiah Nichole Salivio • 4 min read • Today

Data Analytics

AtScale named OpenAI Select Partner to boost AI accuracy

Enterprise users may get more reliable AI answers as AtScale joins OpenAI's partner network to impose shared business definitions on metrics.

By Joseph Gabriel Lagonsin • 3 min read • Today

Customer Relationship Management

Harmony launches voice AI agent platform for sales teams

It aims to cut missed deals by automating complex sales calls, with early user Bright Car Finance reporting a 9% rise in closed business.

By Regine Laguilles • 4 min read • Today

Robotics

What it takes to make warehouse automation work

Bottlenecks often shift to inbound and packing areas when a warehouse is automated without redesigning the surrounding processes and staffing.

By Rob Charles • 5 min read • Yesterday

Digital Transformation

Twilio bets on conversation infrastructure for the agentic AI era

Twilio says enterprise AI will fail without the communications plumbing to link customer data, channels and human workers across touchpoints.

By Anthony Caruana • 4 min read • 2 days ago

Data governance

Oracle launches agentic AI tools & Deep Trust architecture

Businesses using Oracle Fusion software will get new AI tools that can act on approved tasks, while a trust framework aims to curb data and security risks.

By Joseph Gabriel Lagonsin • 6 min read • 4 days ago