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Talkdesk introduces AI agents to streamline healthcare customer service

Talkdesk has introduced AI Agents for Healthcare, a new artificial intelligence-powered solution designed to automate patient and member interactions. The AI agents aim to streamline healthcare customer service by handling routine inquiries without human intervention, improving accessibility, efficiency, and patient...

£41k settlement, low-paid jobs, and bank IT failures:  the struggles of UK workers

Nurse wins £41,000 after being excluded and ignored at work A nurse deliberately excluded from tea rounds and ignored by a colleague has won £41,000 for constructive dismissal. Mrs Hamilton, a diabetes specialist at Epsom and St Helier NHS Trust, resigned...

Prudential and Workday expand partnership to personalise employee benefits with AI

Prudential Financial is deepening its partnership with HR platform Workday in a bid to shake up employee benefits with AI. The expanded collaboration brings Prudential’s Group Insurance business into Workday Wellness, a platform that promises to personalise benefits programmes and...

Intermedia takes Microsoft Teams archiving to the next level with AI-powered integration

Microsoft Teams users managing conversations across multiple platforms now have a smarter way to keep everything in one place. Intermedia has introduced intelligent archiving for its embedded Microsoft Teams solution, making it the first to unify Teams, unified communications, contact...

ServiceNow’s AI agents are changing telecom – here’s how

In collaboration with NVIDIA, ServiceNow has unveiled an AI solution tailored for the telecommunications industry. Leveraging NVIDIA AI Enterprise software and the powerful NVIDIA DGX Cloud platform, these AI agents are set to transform service providers’ operations by automating complex...

Gen Z’s dirty little secret: They actually like phone calls for customer service

For years, we’ve been told that Gen Z hates phone calls, but a new study suggests otherwise. According to research commissioned by PolyAI, a whopping 86% of Gen Z and younger Millennials prefer calling customer service over using digital-first options,...

The gender equality perception gap: what men don’t see

Workplace gender equality remains an ongoing challenge, yet many men think they have already achieved it. HiBob’s latest Women in the Workplace report reveals that 76% of working men believe employers pay men and women equally. However, the reality is...

MWC kicks off with 7 in 10 businesses seeking simplified telecoms CX

Mobile World Congress (MWC) is taking place in Barcelona, Spain this week. While phone vendors continue touting greater AI capabilities, businesses look beyond the latest smartphone features to extract more value from their telecom providers and to improve operations.According...

Is the 9-to-5 model dead? UK workers are fighting for flexibility

A growing number of UK employees struggle with burnout, and a lack of workplace flexibility is a key factor. A recent study by CV Genius, which surveyed 1,000 full-time workers, revealed that three in ten employees blame rigid work arrangements...

Netflix price rise email is a crass CX fail

Last Friday, Netflix sent a “Price update coming soon” email, announcing its latest cost increases to UK customers. The price increase isn’t the issue for many, although customers will always grumble. However, the content and tone of the email seem...