The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly..
Twilio has introduced ConversationRelay, a voice AI platform that simplifies voice AI development by managing technical complexities and enabling natural, scalable voice interactions..
Salesforce has announced Agentforce 2.0: the first digital labor platform for enterprises — a complete AI system for augmenting teams with trusted, autonomous AI agents in the flow of work..
To celebrate the holiday season, Moneypenny and VoiceNation in Duluth made it rain gift cards for Rainbow Village, donating 40 gift cards that will empower families to buy their holiday gifts..
The leading German business process outsourcing (BPO) provider Cho-Time (SSF Group) is partnering with yoummday, the platform for customer experience (CX) technology solutions..
Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. The company plans to use NICE’s CXone Mpower tools like SmartReach and Enlighten AI..
Grupo Juguetron, a prominent Mexican company with numerous stores nationwide, has partnered with RELEX Solutions to enhance their supply chain and retail planning through advanced forecasting..
HubSpot has announced the acquisition of Frame AI, an AI-powered conversation intelligence platform, to enhance its ability to provide real-time insights from unstructured data. HubSpot plans to integrate..
Tata Communications has unveiled Kaleyra AI, an innovative AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities..
Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Rather than juggling separate channels..
Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. High marks were also earned for its commitment to safety and reliability..
BT Group is enhancing customer support by incorporating advanced AI and generative AI technologies in partnership with Sprinklr. The updated customer contact platform aims to improve CX..
Vapi has scaled revenue to millions for voice agents across industries like customer service and healthcare. Fresh funding to accelerate hiring elite engineering talent and scale their real-time infrastructure..
Jovee is announcing the beta launch of Jovee AI, a fully-featured AI assistant designed to streamline contact center operations by understanding, empathizing, and engaging with customers in real-time..
Aampe reveals it has deployed over 100 million intelligent agents into consumer applications running across four continents. The agents are managing on the order of 15-200 billion decisions every week..
Amazon is set to conduct trials for quick commerce operations in India, aiming to deliver grocery items within 15 minutes. The initiative, known as “Project Tez”, focuses on high-frequency essentials..
Kore.ai has introduced AI for Work, an Agentic AI Platform which merges enterprise search, workflow automation, and multi-agent orchestration to enhance productivity and streamline operations..
Amazon has successfully completed an initial test of delivery drones in Italy, marking the first European country for this service. Prime Air drone deliveries are already operational in select U.S. locations..
The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction..