Customer service stories - Page 10
Hyland named IDC leader for intelligent document AI
Wed, 17th Dec 2025
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hybrid cloud
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digital transformation
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ecm
Hyland has been ranked a Leader in IDC's 2025-2026 MarketScape for intelligent document processing, citing its agentic automation strategy.
Black Friday returns surge threatens brands' profits
Wed, 17th Dec 2025
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uc
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cx
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martech
Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.
ServiceNow buys Moveworks to build AI 'front door'
Wed, 17th Dec 2025
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digital transformation
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hcm
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cartech
ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.
Retailers hit by 'Christmas Returns Hangover' surge
Wed, 17th Dec 2025
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uc
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data analytics
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cx
Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.
Odigo acquisition boosts ALE Connect hybrid CCaaS push
Tue, 16th Dec 2025
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uc
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data protection
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private cloud
Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.
SonicWall rolls out AI chat & tools for self-service
Mon, 15th Dec 2025
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firewalls
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digital transformation
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network security
SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.
Twilio predicts stricter AI customer service rules by 2026
Fri, 12th Dec 2025
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digital transformation
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biometrics
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cx
Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.
Tenable hack of Copilot AI agent exposes fraud risks
Fri, 12th Dec 2025
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data protection
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physical security
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breach prevention
A Tenable demo shows a Copilot-built AI agent can be jailbreaked to steal card data and grant free trips, exposing major fraud risks.
Snowflake, Anthropic expand USD $200m Claude AI deal
Fri, 12th Dec 2025
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saas
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data protection
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data analytics
Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake's global data cloud.
US banks dominate AI patents as Europe falls behind
Thu, 11th Dec 2025
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data protection
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mfa
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fintech
US banks tighten grip on AI patents in finance, with a small North American elite racing ahead as European rivals fall further behind.
UiPath & Talkdesk unite agentic AI for healthcare CX
Thu, 11th Dec 2025
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uc
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digital transformation
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cx
UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.
Shippo unveils AI shipping platform for agentic commerce
Thu, 11th Dec 2025
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cx
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martech
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rpa
Shippo has launched MCP, an AI-powered platform that lets commerce-focused agents turn natural language shipping requests into live actions.
AI agents to transform enterprise, retail & security by 2026
Wed, 10th Dec 2025
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uc
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devops
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digital transformation
AI agents are tipped to sweep through enterprises, shops and security by 2026, automating work, reshaping retail and redefining digital trust.
Singulr AI appoints Bask Iyer to steer enterprise AI governance
Wed, 10th Dec 2025
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saas
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data protection
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network infrastructure
Singulr AI hires veteran tech leader Bask Iyer as Strategic Advisor to guide CIOs on governance amid rapid enterprise adoption of agentic AI.
How AI, social commerce & experience will reshape retail in 2026
Fri, 5th Dec 2025
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cx
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martech
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ai
By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.
Amazon unveils Nova 2 AI models & launches custom Forge tools
Fri, 5th Dec 2025
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devops
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hyperscale
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rpa
Amazon launches Nova 2 AI suite with four new models and introduces Nova Forge for firms to create custom AI solutions tailored to diverse industries and tasks.
AI set to reshape customer trust, transparency & service by 2026
Fri, 5th Dec 2025
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cx
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martech
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risk & compliance
By 2026, AI will transform customer service with firms mandated to disclose AI use, boost transparency, and balance trust and security in interactions.
AI-powered agent cuts analysis time by 80% at One New Zealand
Fri, 5th Dec 2025
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digital transformation
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hyperscale
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cx
One New Zealand's AI-powered Network Concierge cuts network complaint analysis time by 80%, speeding up resolutions and improving service during outages.
Retailers optimistic about AI but full deployment remains distant
Fri, 5th Dec 2025
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martech
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commerce systems
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supply chain
Over two-thirds of retailers expect agentic AI to boost efficiency by 2026, but only 8% have fully integrated it into their operations so far.
Paragon secures EUR €585 million to fund global growth & tech
Wed, 3rd Dec 2025
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partner programmes
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customer service
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managed services
Paragon secures EUR €585 million refinancing to fund global expansion and advance AI and cloud technologies, targeting new markets and growth.