Tag: Artificial Intelligence

TaskUs moves to automate CX at scale with new agentic AI partnerships

TaskUs is stepping further into the world of autonomous AI, announcing new partnerships with early-stage platform providers Decagon and Regal to accelerate the use of agentic AI in customer support.The partnerships expand on TaskUs’ recently launched consulting services for agentic...

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

Contentsquare’s new AI knows why your users are dropping off — and what to do about It 

Contentsquare has introduced Sense, a suite of AI-driven features that fast-tracks how businesses understand and act on digital customer behaviour. Integrated directly into the Contentsquare platform, Sense aims to remove the bottlenecks in traditional analytics by automating complex analysis, simplifying...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

IntelePeer SmartAnalytics records it all: New tool dissects every customer conversation

IntelePeer is turning up the volume of customer conversations and listening to every word. The company has launched SmartAnalytics, a new suite of tools designed to capture, transcribe, and analyse every customer interaction across AI agents and human reps, offering...

Salesforce pushes AI agents into pharma

Salesforce is taking aim at the outdated technology still running much of the pharmaceutical industry by launching a full-fledged partner network designed to drag the industry into the AI era, with digital labour leading the charge.Announced today, the Life Sciences...

InvoiceCloud integrates AI to transform billing and payment experience

InvoiceCloud has begun deploying embedded generative and agentic AI capabilities across its digital platform. This strategic move is designed to revolutionise how businesses and their customers engage with billing processes, bringing greater speed, accuracy, and ease to everyday transactions.“This isn’t...

Deepfakes threaten call centre security, claims Reality Defender

The advent of AI has given rise to a tsunami of fake voice and video content, threatening contact centre operations’ security. Contact centre managers might think ‘deepfake’ content won’t happen to them, but it is a real and present danger....

Cost of living fuels theft, Google pays for privacy breaches, and B2B deals falter 

Rising shoplifting among pensioners amid the cost-of-living crisisRetailers report a sharp rise in shoplifting by pensioners, driven by soaring living costs. Kingdom Services Group, monitoring hundreds of UK stores, notes a shift from organised gangs to desperate individuals, including elderly...

Klarna rethinks AI push, rehires humans after automation stumbles

After loudly downsizing its customer support team in the name of AI efficiency, Klarna is backpedalling. The Swedish fintech is once again hiring human agents, admitting that its AI-first strategy delivered cost savings, but at the expense of service quality.CEO...