Customer service stories

Testlio rolls out human-led AI chatbot testing as brands face pressure to prove safety, accuracy and trust before customer use.

Vection Technologies showcases AI and VR tools for defence, healthcare and property as CEO Gianmarco Biagi targets wider international growth.

HubSpot bets on answer engines and AI-driven sales, marketing and support tools as it says organic traffic has fallen 27% year on year.

Uswitch says record March switching and stronger regional rivals are forcing UK broadband firms to sharpen deals as households seek to cut bills.

UK sovereign AI fund seeks to back startups, scale-ups and homegrown innovation as ministers aim to boost growth and strategic control.

Survey finds AI agents are spreading faster than security teams can track them, with most firms lacking visibility, rollback controls and identity governance.

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

UK manufacturers cut technical response times and manual effort in trials of Instro AI, as fragmented legacy data proved the biggest hurdle.

Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.

UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.

AI testing lags as more than half of organisations ship features, with 52% saying fewer than half of projects reach full production.

Colt trims ERP switchover downtime to 6.5 hours as cloud overhaul unifies systems across 40 countries and supports sustainability goals.

POWWR appoints Martin Eade as Chief Operating Officer to oversee operations, with Customer Success and Broker & Compliance now under one executive.

Brokers reveal odd claims, from a cow-caused crash and a cannabis farm to a robot mower dumped in a golf club water hazard.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

StorMagic says customers fleeing VMware and rising hardware costs helped drive 36% annual recurring revenue growth as it expands partners.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.