Customer service stories

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Synthflow names Matt Alexander Vice President of Channel and Alliances to deepen partner ties and drive international AI growth.

Narwhal Labs secures backing from more than 70 UK investors as it unveils an AI communications platform for regulated sectors.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.

Oracle unveils 25 AI-powered apps across finance, HR and customer service, as it pushes agentic software deeper into core business workflows.

Twilio survey shows conversational AI is moving from pilots to live use, with current adopters reporting stronger governance confidence and clearer business gains.

Parcelhero rolls out AI hero chatbot and live-agent handoff to speed 24-hour support for shipments, packaging queries and customs delays.

Sprinklr rolls out Spring '26 update with AI copilots, testing controls and customer feedback tools for enterprises.

Celerity adds IBM automation specialist Ranger4 as BGF-backed group deepens AI and cost-efficiency offer across hybrid IT.

Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.

Flip names Amy McDonnell Chief Customer Officer and Lee Nadler Chief Marketing Officer as the voice AI firm accelerates growth after a USD $20 million Series A.

Orange Business to weave Reality Defender's deepfake checks into enterprise communications for 7,000 customers amid rising fraud fears.

Keyloop folds Motortech.ai's AIME into Fusion as dealer web conversions surge and sales rise 101% in early use.

Salesforce expands Slackbot with meeting notes, voice input and CRM updates, pitching the tool as a conversational hub for workplace apps.

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.