Customer service stories - Page 4

Acclaim appoints former NiCE boss Paul Thomas as Senior Vice President, EMEA, and backs US launch with $34 million funding.

Zapier adds AI Guardrails to its automation platform, giving teams inline checks to block risky content before it reaches business systems.

Parcelhero widens its courier mix with direct access to Royal Mail tracked UK and international services, including £50 protection and collection windows.

NIE Networks and Esri Ireland launch 24/7 map service to speed access to electricity data and reduce cable strikes across Northern Ireland.

ICS.AI unveils council merger software to help English authorities cut reorganisation time by up to 30% ahead of 2028 unitary switch.

Gartner says explainable AI will help drive wider monitoring of generative AI systems, as firms seek stronger checks on bias, hallucinations and reliability.

Eltropy expands AI platform for credit unions with secure identity checks and account service tools to handle routine banking tasks in one conversation.

Healthcare trusts keep voice central as hospitals balance digital tools, legacy telephony and the NHS’s enduring reliance on the phone.

Visa rolls out enhanced Subscription Manager for issuers, letting banks offer in-app controls for recurring payments as subscription spending surges.

Scale By Avec urges firms to rethink hiring in AI era, backing training, human skills and entry-level pathways over headcount cuts.

Rugs Direct and stampfree.ai unveil WhatsApp returns in UK retail pilot, as research shows shoppers want messaging apps for post-purchase tasks.

CI&T helps Valleys to Coast link housing and repairs systems, speeding void property turnaround and improving service for 18,000 South Wales residents.

Argenbright Security turns to Totalmobile software to sharpen real-time scheduling, staffing control and compliance across its UK security operations.

Cover Genius expands leadership team with Jennifer Aubert Parker as Chief Revenue Officer and Nidhi Daga as Global Senior Vice President, Marketing.

Gamma urges firms to phase AI customer experience rollouts, boosting governance and testing to cut disruption and data quality risks.

Barcelona startup Galtea raises USD $3.2 million to scale its AI agent testing platform and launch a self-service product for developers.

Docplanner's AI voice agent, built on Twilio tech, has doubled doctor bookings and onboarded 1,300 clinicians in just three days.

Klaviyo has launched Composer, an AI tool that drafts data-driven marketing campaigns from plain-language prompts, now in private beta.

Rimini Street clinches triple Stevie Awards for AI-powered support and stellar service, as judges hail GBP £10B client savings impact.

SAP warns UK brands drastically overrate their customer experience as consumers report disjointed, impersonal service despite AI investment.