Customer Support stories

SMBs are bullish on AI but a new ECI report finds poor data, scarce skills and unclear use cases are stalling real-world results.

Zapier's study of 10,000 workflows shows AI is shifting from one-off tools to core lead-management infrastructure for sales teams.

Zendesk moves to buy Forethought, betting on agentic AI agents to resolve most customer issues autonomously across platforms and channels.

Google has launched Gemini Embedding 2, a multimodal AI model that unifies search and analysis across text, images, video, audio and documents.

SIOS Technology nets triple industry honours for leadership, customer success and support as demand for mission-critical resilience grows.

DevRev to expand its Computer AI agent platform in India, debuting Agent Studio and Text2SQL tools to push enterprises beyond pilot projects.

RingCentral debuts AIR Pro voice-first AI agents with no-code tools, aiming to move enterprises beyond basic IVR to scalable automation.

Whatfix adds AI roleplay training to its Mirror simulator, promising faster readiness and fuelling a surge to USD $3 million in recurring revenue.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

Dify secures USD $30m to expand its open-source platform for production-ready AI agent workflows across global enterprise teams.

Learn simple and scalable ways to check if a phone number is active, improve data accuracy and keep your customer communications on track.

WaveMaker women leaders call for shared support at home and work, saying inclusive cultures help teams 'Give to Gain' and drive innovation.

DRA launches Chennai's first multi-lingual AI home sales assistant, giving buyers instant project details and scheduling site visits.

Deskpro launches cloud and VPC help desk on AWS Marketplace, giving organisations flexible hosting, AI options and streamlined procurement.

iVisa unveils B1/B2 visa support as the US tightens visitor scrutiny and pilots bonds of up to USD $15,000 for higher-risk applicants.

In 2026, AI agents move from pilots to the enterprise core, forcing firms to prove measurable value under tight governance.

Customer success must evolve from reactive support to strategic stewardship, aligning stakeholders so tech investments deliver lasting value.

In a world where software outages can ground planes, women tech leaders are redefining resilience, responsibility and influence.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.