Customer service stories

Cequence Security adds AI Gateway controls to curb autonomous agents' access to enterprise apps and data with persona-based permissions.

Banks are hitting old systems, poor data and regulatory hurdles as AI pilots stall, with most projects still stuck in test mode.

eCommerce firms boost AI budgets as 73% of leaders say they are not ready, with UK and US groups citing culture, rules and old systems.

Telecoms risk misfiring on AI if they focus on rapid deployment over redesigning workflows, governance and data readiness, survey finds.

SAS has unveiled AI Navigator, a governance service that gives organisations a single view of AI models and agents as scrutiny intensifies.

Home Depot deploys AI voice agents across US stores, saying the system spots caller needs four times faster and can help complete purchases.

Macy's rolls out Ask Macy's, a generative AI assistant that helps online shoppers find outfits, try on looks and get style guidance.

Vodafone and Google Cloud widen their SMB push with new Gemini-based concierge and managed cyber defences, starting in Germany and Greece.

Celonis and ProcessLab debut banking tools for mortgage approvals and service teams as lenders seek faster decisions, lower costs and better customer journeys.

Pepperstone Crypto says digital assets are moving into the mainstream as regulation, ETFs and younger investors reshape how traders access markets.

Adobe data shows AI-sourced visits to U.S. retail sites soared 393% in Q1 2026, while product pages lag on machine readability.

Citi Wealth rolls out AI-powered assistant for US clients, with Google DeepMind avatar tech set to support advisors on wealth platforms.

Tredence and Google Cloud unveil agentic AI accelerators to help enterprises shift from pilots to production across data, supply chains and customer service.

Amplitude brings AI support into digital products with Assistant, aiming to guide users in context, cut ticket volume and flag friction points.

Cognizant and Google Cloud have unveiled an AI-powered retail contact centre, with early trials claiming up to 85% query containment and faster service.

Amplitude adds an AI assistant inside apps to guide users through tasks, cut support tickets and tie help requests to product behaviour.

Tata Steel deploys more than 300 AI agents with Google Cloud to speed up maintenance, customer service and back-office work worldwide.

Manhattan unveils embedded AI agents and fulfilment simulation tools to help retailers speed service, sharpen checkout and compare order strategies.

Google Cloud study finds 52% of executives have deployed AI agents, with early adopters reporting stronger returns and wider business use.

Parloa study finds many global firms bury support details, while most chatbots fail to solve issues and phone menus remain frustrating.