Customer Support stories

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

UK manufacturers cut technical response times and manual effort in trials of Instro AI, as fragmented legacy data proved the biggest hurdle.

Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.

Cambridge Broadband Networks Group has launched a Richardson, Texas base to support US customers with logistics, engineering and 5G fixed wireless roll-out.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

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.

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.

Anthropic finds emotion-linked internal patterns in Claude Sonnet 4.5 can nudge blackmail and cheating, offering new clues for AI safety.

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.

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

Acclaim appoints former NiCE boss Paul Thomas as Senior Vice President, EMEA, and backs US launch with $34 million funding.

Parcelhero widens its courier mix with direct access to Royal Mail tracked UK and international services, including £50 protection and collection windows.

Zyxel wins top firewall spot in techconsult's latest user survey, while also landing among the leading VPN vendors for ease of use and support.

Eltropy expands AI platform for credit unions with secure identity checks and account service tools to handle routine banking tasks in one conversation.

SAP Concur and Amex GBT add live support, AI help and richer content to their Complete platform as pilot features target smoother business trips.