Customer service stories

LangWatch releases open-source AI red-teaming framework to expose hidden vulnerabilities in production agents through multi-turn attack simulations.

Agentic AI is forcing a rethink of enterprise security, with firms urged to treat bots as identities and police decisions as they happen.

Adobe widens AI alliances with Amazon, Google, Microsoft, OpenAI and agencies to embed agent workflows across customer experience tools.

Adobe unveils CX Enterprise to let brands run AI-powered customer journeys across partner platforms, with new agents, governance and orchestration tools.

Sinch named as a Leader in IDC's inaugural communications engagement platform study, with AI-native orchestration and broad cloud services highlighted.

NAB finds AI is moving beyond big business, with small firms using it to cut admin, boost productivity and reshape everyday operations.

Testlio rolls out human-led AI chatbot testing as brands face pressure to prove safety, accuracy and trust before customer use.

Vection Technologies showcases AI and VR tools for defence, healthcare and property as CEO Gianmarco Biagi targets wider international growth.

HubSpot bets on answer engines and AI-driven sales, marketing and support tools as it says organic traffic has fallen 27% year on year.

Survey finds AI agents are spreading faster than security teams can track them, with most firms lacking visibility, rollback controls and identity governance.

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.

AI testing lags as more than half of organisations ship features, with 52% saying fewer than half of projects reach full production.

Colt trims ERP switchover downtime to 6.5 hours as cloud overhaul unifies systems across 40 countries and supports sustainability goals.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

StorMagic says customers fleeing VMware and rising hardware costs helped drive 36% annual recurring revenue growth as it expands partners.

akto wins Boomi Platinum Partner status as enterprises in Australia and New Zealand seek stronger integration, governance and data foundations for AI.