Artificial Intelligence

TechSee Gives Service Providers a Window Into the Smart Home with New Visual AI Platform

Visual AI for customer service solutions provider TechSee has announced the launch of its End-to-End Home Experience solution at Mobile World Congress, marking the first platform built to give service providers visibility into connectivity performance beyond the point where the...

AI Turned Phone Fraud into an Arms Race the Carriers Are Losing

A 90-year-old woman received a call from her grandson asking for money. Except it was not her grandson but an AI-generated clone of his voice. She stopped answering the phone alone for months. Her story is one of millions. Hiya’s State...

Level AI’s New Platform Challenges the Human vs. AI Debate in Customer Service

Level AI has announced a major expansion of its AI Virtual Agent platform, making the case that businesses have been asking the wrong question. Human agents or AI agents, it should never have been a choice. The company is taking direct...

Tealium and Diabolocom Partner to Provide Context-Aware CCaaS

Customer expectations are rising fast. People want quicker answers, more personalised service and smoother experiences across every channel. In response, technology providers are increasingly joining forces to close gaps in their offerings. The latest example comes from Tealium and Diabolocom,...

ServiceNow Launches Autonomous Workforce with AI Customer Service Specialist

ServiceNow has launched Autonomous Workforce, a team of AI specialists capable of performing complete roles within an organisation. They will have the authority and controls needed to carry out real enterprise work, which ServiceNow says will enable employees to focus...

AI Fears Cast a Shadow Over Salesforce’s Earnings Results

Despite strong financial results, expanding AI products and confident leadership messaging, investor anxiety around artificial intelligence continues to weigh on Salesforce. The company’s latest Q4 2026 earnings show momentum across revenue, product innovation and enterprise adoption. The market responded by...

Infobip’s New AgentOS Puts AI in Charge of the Entire Customer Journey

Infobip is preparing to launch AgentOS, an AI-native platform built to orchestrate autonomous customer journeys at scale. The platform marks a fundamental change in how the company operates, enabling businesses to move beyond static campaigns and workflows toward goal-driven, adaptive...

Malaysia Airlines Deploys Ada’s Agentic CX Platform

Malaysia Airlines is expanding its digital service strategy through the adoption of Ada’s Agentic Customer Experience (ACX) model, which now powers its AI customer service agent, ‘Mavis’. The system is designed to support travellers at multiple points across the journey,...

SoundHound AI Launches Sales Assist, a Real-Time AI Agent for the Retail Sales Floor

SoundHound AI has announced the launch of Sales Assist, a voice-powered AI agent designed to support in-store retail staff during live customer conversations. The tool delivers instant, data-driven recommendations, including upgrades, bundles, trade-in promotions, and accessories, directly to a tablet...

Is RingCentral’s Post-Earnings Rally A Bit Premature?

RingCentral’s stock has surged nearly 15 percent, following its Q4 2025 results and forward guidance. Investors have clearly responded to strong profitability targets, shareholder returns, and ambitious artificial intelligence positioning. With the share price now sitting above average analyst expectations...

Reskilling Required: WEF Cautions Workers Against Impacts of AI

As artificial intelligence reshapes industries and workflows, the urgency of workforce reskilling has become impossible to ignore. A recent World Economic Forum (WEF) report estimates that, within the workplace, nearly 40 percent of workers’ core skills are expected to change...

Staffing Still Matters for CX, Gallup Survey Reveals

Artificial intelligence is widely seen as the engine of a leaner, more productive future. Across industries, organisations are reducing headcount, automating tasks and pushing employees to do more with less. However, new research by Gallup suggests that even as automation...