Customer Service News

Anticipation is building across the continent, with organisers of the European Contact Centre & Customer Service Awards (ECCCSAs) 2026 revealing the finalists for this year’s awards. Now in its 26th year, the ECCCSAs celebrate the people..

Healthcare technology provider Clearwave has launched its new AI Patient Engagement Platform, introducing an agentic AI workforce designed to handle heavy administrative workloads across the end-to-end patient lifecycle..

Bus operator Stagecoach South has launched a dedicated mobile customer service bus aimed at providing face-to-face assistance to passengers across West Sussex, Hampshire, and Surrey. The mobile support unit will tour town centers and community events..

A new report published today by Epsilon, a global leader in data and identity, investigates the gap between consumer intent and marketer expectations, based on a survey of 2,000 UK adults and 200 marketers..

Founded by product and technology leaders from Amazon, Stripe, Gojek, and Razorpay, Echovane has raised $1 million to build AI agents that execute market research end to end, used by Fortune-500 companies including P&G, Haleon, and Kantar..

8×8 has announced a series of platform enhancements that extend AI-powered intelligence, routing, and automation across entire organizations. The latest release spans conversational intelligence, AI agent development, enterprise routing..

Glassbox, the digital experience intelligence platform company trusted by seven of the ten largest U.S. banks, today announced Glassbox Pulse, an AI-powered operational intelligence engine, and the Glassbox MCP Server which provides enterprise AI systems..

Onton today announced the launch of Ontology 1, a trust and authenticity model for the emerging agentic web, where AI systems increasingly research, recommend, and execute consumer purchasing decisions on behalf of real people..

New Capture Assist API keeps card and personal data out of the model’s context window, call recordings and chat logs, closing the PCI gap that comes with AI agents. Paytia has launched Conversational & AI Payments, built on Capture Assist API..

Observe.AI has announced a collaboration with Amazon Web Services (AWS), aimed at accelerating the enterprise deployment of AI agents within customer service operations. The partnership seeks to support Observe.AI’s Agentic CX Platform..

eGain has been positioned as a Leader in the inaugural Gartner Magic Quadrant for Knowledge Management Systems for Customer Service. At the core of eGain’s offering is the AI Knowledge Hub, which utilizes an AI KnowledgeOps framework..

Burger King is pivoting its operational strategy to prioritize hospitality, rebranding restaurant managers as “Your Way Champions” in a bid to enhance the guest experience. The move is part of a broader $2 billion investment to modernize..

In a move to further bridge the gap between automated efficiency and human empathy, transcosmos has announced an evolution of its customer experience platform. The company has launched trans-DX Plus for Support..

Bank of America has announced an upgrade to EricaAssist, its internal AI-powered agent assistant, by integrating generative AI (GenAI) capabilities. The move is designed to provide real-time, contextual insights to customer service representatives..

As of July 20, Avaya has ceased new sales of the Avaya Agent for Desktop (AAFD). While the End of Sale for New Systems has taken effect, Avaya has clarified that the software is not disappearing overnight for those already utilizing it..

Netchex, a payroll and human capital management (HCM) platform for businesses with deskless workforces, today announced Mesh, a team of AI HR teammates that anticipate problems and complete work before anyone asks..

Wavenet has announced a £7.4 million investment in AI-enabled customer service technologies. The investment is anchored by a new three-year agreement with ServiceNow, which will see Wavenet integrate ServiceNow’s Now Assist..

Google has once again asserted its dominance in the enterprise AI space, having been named a Leader in the 2026 Gartner Magic Quadrant for Conversational AI Platforms. This marks the second year the tech giant has held the Leader position..

Consumer hardware company Aina has announced a $5.5M seed round to build a general purpose interface for the age of AI beyond phone touchscreens and keyboards. Aina is founded by Apoorv Shankar, former VP of Hardware at Ultrahuman..