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Merlin rolls out NiCE AI across visitor attractions
Software-as-a-Service

Merlin rolls out NiCE AI across visitor attractions

Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.

By Sofiah Nichole Salivio • 4 min read • Today
Candescent expands Google Cloud AI tie-up for banks
Software-as-a-Service

Candescent expands Google Cloud AI tie-up for banks

The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.

By Karen Joy Bacudo • 4 min read • Today
UiPath named Gartner IDP leader for second year running
Document Management

UiPath named Gartner IDP leader for second year running

The recognition underscores how document processing now sits at the centre of enterprise AI, as firms seek reliable data to automate workflows.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Salesforce launches AI agents for business workflows
Digital Transformation

Salesforce launches AI agents for business workflows

Businesses will be able to automate sales, support and back-office tasks as Salesforce rolls out role-specific AI agents with built-in controls.

By Sean Mitchell • 4 min read • Yesterday
Catapult uses AI agents to speed up support worldwide
Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • Last week
Bybit launches AI chat interface for trading & support
Fintech

Bybit launches AI chat interface for trading & support

Users must opt in and fund a separate sub-account as Bybit folds trades and support into one chat window, with risk controls in place.

By Karen Joy Bacudo • 4 min read • Last week

Stories from Other Regions

Customer service stories

Klaviyo launches headless CRM for AI tools & agents
Software-as-a-Service

Klaviyo launches headless CRM for AI tools & agents

Marketers can now plug AI agents into customer data and actions without Klaviyo's interface, as the firm widens access across its platform.

By Joseph Gabriel Lagonsin • 4 min read • Today
TP opens Johor Bahru operations centre for Singapore
Fintech

TP opens Johor Bahru operations centre for Singapore

Singapore-based clients gain a nearby multilingual support base as TP expands Malaysian operations with a Johor Bahru centre near the border.

By Sofiah Nichole Salivio • 4 min read • Today
Oracle to invest USD $5 billion in UK cloud infrastructure
Data Protection

Oracle to invest USD $5 billion in UK cloud infrastructure

The spend will expand local cloud capacity as UK demand for AI and data services rises, with healthcare and finance among target sectors.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Digital Planning launches GBP £50,000 AI pilot fund
Digital Transformation

Digital Planning launches GBP £50,000 AI pilot fund

East Midlands firms can test automation without upfront risk, as the scheme backs only projects with clear savings and a single defined problem.

By Karen Joy Bacudo • 3 min read • Yesterday
Australia hiring gap leaves roles unfilled, revenue hit
Human Capital Management

Australia hiring gap leaves roles unfilled, revenue hit

Most Australian businesses are losing revenue as vacancies linger for 5.8 months on average, a survey has found.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Probe Group wins ISO 42001 AI certification across brands
Data Protection

Probe Group wins ISO 42001 AI certification across brands

Clients in regulated sectors may benefit from lower AI compliance risk after Probe Group completed independent certification across all its brands.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Zendesk launches specialised AI agents for commerce
Digital Transformation

Zendesk launches specialised AI agents for commerce

Australian retailers are set to benefit as Zendesk's new tools aim to settle orders, returns and refunds with fewer hand-offs.

By Joseph Gabriel Lagonsin • 5 min read • Yesterday
Boston Logan adds AI hologram concierges for travellers
Digital Transformation

Boston Logan adds AI hologram concierges for travellers

Travellers at Boston Logan now have a multilingual AI avatar directing them to gates and baggage claim, easing pressure on airport staff.

By Sofiah Nichole Salivio • 5 min read • Yesterday
Zendesk launches specialised AI agents for customer service
Digital Transformation

Zendesk launches specialised AI agents for customer service

The new tools could automate up to 80% of service workflows, letting retailers handle orders, returns and refunds without manual handoffs.

By Sofiah Nichole Salivio • 4 min read • 2 days ago
Slalom wins Salesforce award for Pets at Home AI work
Digital Transformation

Slalom wins Salesforce award for Pets at Home AI work

Customer service volumes fell by about 30% on the first day after an AI system went live, while satisfaction stayed above target.

By Sean Mitchell • 4 min read • 2 days ago
UK shoppers prefer reliable retail tech over flashy AI
Digital Transformation

UK shoppers prefer reliable retail tech over flashy AI

UK retailers could miss the mark on digital spending, with shoppers valuing reliable basics such as pricing and returns over flashier AI tools.

By Sofiah Nichole Salivio • 3 min read • Last week
Bank of Ireland expands Stripe deal on AI & payments
Software-as-a-Service

Bank of Ireland expands Stripe deal on AI & payments

The bank aims to speed up customer payments and back-office tasks as it deepens use of Stripe's systems across its group.

By Karen Joy Bacudo • 3 min read • Last week