IT Brief UK - Technology news for CIOs & IT decision-makers
United Kingdom

Customer service Stories - Page 3

UK Stories

Customer service stories

Floward uses AI agents to handle seasonal WhatsApp spikes
Digital Transformation

Floward uses AI agents to handle seasonal WhatsApp spikes

Seasonal surges on WhatsApp are now being absorbed by AI, helping the florist cut costs 15% and keep replies to one minute.

By Sofiah Nichole Salivio • 4 min read • Last month
The Candy Garage doubles sales after logistics shift
Digital Transformation

The Candy Garage doubles sales after logistics shift

Outsourced fulfilment has freed the Lincoln confectionery firm to scale up, with daily collections replacing weekly dispatches and turnover climbing.

By Karen Joy Bacudo • 5 min read • Last month

Global Stories

Customer service stories

Couchbase launches AI Data Plane for enterprise agents
Hybrid Cloud

Couchbase launches AI Data Plane for enterprise agents

The release aims to ease a key hurdle for firms moving AI agents into production by unifying memory, retrieval and access across environments.

By Joseph Gabriel Lagonsin • 5 min read • This month
NiCE named launch partner for AWS European Sovereign Cloud
Software-as-a-Service

NiCE named launch partner for AWS European Sovereign Cloud

Customers in regulated EU sectors may now deploy NiCE's AI tools on AWS's new sovereign cloud while keeping data and operations inside the bloc.

By Sean Mitchell • 4 min read • This month
Genesys buys Pinkfish to boost cloud AI automation
Software-as-a-Service

Genesys buys Pinkfish to boost cloud AI automation

The deal could let customer service teams resolve requests end to end, as Pinkfish adds secure workflow automation across enterprise systems.

By Mark Tarre • 4 min read • This month
Amazon Web Services launches no-code AI customer designer
Hybrid Cloud

Amazon Web Services launches no-code AI customer designer

Business teams can now build AI-led service journeys without engineering support, as AWS previews a no-code designer for Amazon Connect Customer.

By Sean Mitchell • 4 min read • Last month
SITA says baggage mishandling falls as travel hits 5bn
Digital Transformation

SITA says baggage mishandling falls as travel hits 5bn

Despite a 23% drop in mishandled bags, airlines still faced a USD $6.3 billion bill as global passenger traffic reached 5 billion in 2025.

By Sean Mitchell • 4 min read • Last month
Pay.com.au adopts Zendesk AI ahead of US expansion
Software-as-a-Service

Pay.com.au adopts Zendesk AI ahead of US expansion

Centralising support has cut costs and handling times as the fintech gears up for its first US office in a $35 trillion market.

By Karen Joy Bacudo • 3 min read • Last month
Capco wins OpenAI award & hackathon for AI governance
Partner Programmes

Capco wins OpenAI award & hackathon for AI governance

The recognition boosts its credibility with banks and energy clients, as regulated industries demand AI tools that can be explained, controlled and audited.

By Mark Tarre • 4 min read • Last month
AWS chief says enterprise AI is now delivering ROI
Semiconductors

AWS chief says enterprise AI is now delivering ROI

AWS CEO Matt Garman says enterprise AI is moving into production as more organisations report measurable returns on investment.

By Sean Mitchell • 3 min read • Last month
QBE names Patrick Karlowski & Florence Chan in Asia
Data Analytics

QBE names Patrick Karlowski & Florence Chan in Asia

The insurer is bolstering its Asia management as it pushes harder into data, automation and AI to improve underwriting and customer service.

By Karen Joy Bacudo • 3 min read • Last month
Voices launches AI customer service voice platform
Customer Experience

Voices launches AI customer service voice platform

Enterprise contact centres are facing tougher scrutiny over AI voice quality and provenance, with Voices betting on consented talent and governance.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Stories from Other Regions

Customer service stories

The case for purpose-built AI in a frontier model world
Enterprise Resource Planning

The case for purpose-built AI in a frontier model world

Enterprise users can cut costs and errors by matching AI to the task, as foundation models still struggle with repeatable workflows.

By Dr Michael Bewley • 5 min read • This month
India leads on tech optimism, Assurant report finds
Digital Transformation

India leads on tech optimism, Assurant report finds

Trust in AI and connected devices is helping lift device sales, while service gaps are pushing Indian buyers towards protection plans.

By Joseph Gabriel Lagonsin • 4 min read • This month
Unison moves core operations to TechnologyOne cloud
Software-as-a-Service

Unison moves core operations to TechnologyOne cloud

The cloud migration should cut system overhead and give staff faster access to information as Unison modernises back-office operations across its network.

By Mark Tarre • 3 min read • This month
Jerry Harvey Audio names GerrAudio Canada distributor
Antivirus

Jerry Harvey Audio names GerrAudio Canada distributor

Canadian customers will now get local sales support and service for JH Audio in-ear monitors, after GerrAudio became the brand's first distributor there.

By Sofiah Nichole Salivio • 4 min read • Last month
IBM study finds Canadian firms face widening AI control gap
Data Protection

IBM study finds Canadian firms face widening AI control gap

IBM research shows Canadian organisations are expanding AI use while governance, workforce skills and oversight struggle to keep pace.

By Sean Mitchell • 3 min read • Last month