Customer Support stories

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

Vancouver-based Hiswai has launched Zuno, an AI chat layer that turns corporate websites into conversational, data-rich customer hubs.

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

Mastercam Canada absorbs long-time partner In-House Solutions, bringing sales, training and support for CAD/CAM users under direct control.

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

ECI names Jack Wood chief technology officer to spearhead platform modernisation and embed secure, workflow-native AI across its products.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Awin launches Campaign Builder and smarter partner recommendations to slash affiliate setup times and sharpen performance reporting.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

CompTIA unveils AI Help Desk Essentials course to train frontline IT support teams in safe, effective use of generative AI chatbots.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.