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Customer Support Stories

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Customer Support stories

Meta & NiCE back AI agent protocol for customer service
Customer Experience

Meta & NiCE back AI agent protocol for customer service

Customer service teams may face higher volumes as the standard lets personal AI agents sign in, verify users and act for them.

By Raphael Veloso • 5 min read • Last week
DroneShield launches Mission Ready Services subscription
Software-as-a-Service

DroneShield launches Mission Ready Services subscription

Customers will get ongoing software updates, training and support as DroneShield shifts its counter-drone products to a recurring service model.

By Mara Sugue • 3 min read • This month
Zendesk names Rachita Sundar as Chief Financial Officer
Software-as-a-Service

Zendesk names Rachita Sundar as Chief Financial Officer

Greater scrutiny over AI spending will fall on Zendesk's finance team as Rachita Sundar takes over as Chief Financial Officer.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Global Stories

Customer Support stories

Zendesk launches directory for verified AI support endpoints
AI Agents

Zendesk launches directory for verified AI support endpoints

The new directory aims to stop AI assistants from routing users to spoofed help desks by verifying brands' official support channels first.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
Reco raises USD $55 million in AT&T Ventures-backed round
Application Security

Reco raises USD $55 million in AT&T Ventures-backed round

The deal lifts Reco's total funding to USD $140 million as enterprises race to govern AI agents linked to sensitive systems and data.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Bir brings Azerbaijan's digital banking experience to Istanbul fintech week
Digital Transformation

Bir brings Azerbaijan's digital banking experience to Istanbul fintech week

The rapid uptake shows Bir is becoming a mass-market daily banking platform, with 90% of customers now using its app for routine transactions.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Mobilise launches telecom software for non-telco brands
Customer Relationship Management

Mobilise launches telecom software for non-telco brands

The launch gives travel and fintech brands a faster route into mobile services, with software that avoids building telecom systems from scratch.

By Joseph Gabriel Lagonsin • 3 min read • Last week
OSSM appoints Leslie Cyrus as NetSuite support consultant
Enterprise Resource Planning

OSSM appoints Leslie Cyrus as NetSuite support consultant

The appointment will bolster support for UK and Irish customers as the NetSuite specialist expands its presence and demand for ERP services grows.

By Sofiah Nichole Salivio • 3 min read • Last week
Barclays expands Anthropic's Claude across bank operations
Generative AI

Barclays expands Anthropic's Claude across bank operations

The bank aims to speed up customer support and software work as Claude is rolled out across operations, with strict oversight still in place.

By Karen Joy Bacudo • 4 min read • Last week
OpenAI launches dots, always-on AI agents for work
Software-as-a-Service

OpenAI launches dots, always-on AI agents for work

The new service lets users delegate ongoing work to persistent agents that can act across apps, raising fresh privacy and control questions.

By Mara Sugue • 4 min read • This month
Scandiweb launches Ari AI for Magento store upkeep
Software-as-a-Service

Scandiweb launches Ari AI for Magento store upkeep

Magento merchants can now cut routine updates from days to minutes, with Scandiweb's Ari AI aiming to slash maintenance costs and developer bottlenecks.

By Mara Sugue • 4 min read • This month
OpenAI launches dots AI assistants for ChatGPT users
Software-as-a-Service

OpenAI launches dots AI assistants for ChatGPT users

The rollout starts with Pro, Business Premium and Enterprise users, as OpenAI aims to let persistent agents handle tasks across 4,000 apps.

By Mara Sugue • 4 min read • This month
B2B E-commerce Is Going Digital. Are APAC Businesses Ready?
Digital Transformation

B2B E-commerce Is Going Digital. Are APAC Businesses Ready?

APAC firms face tougher onboarding, fraud and compliance demands as buyers increasingly expect B2B transactions to be as seamless as retail.

By Shivani Pimpili • 6 min read • Last month

Stories from Other Regions

Customer Support stories

Loops raises USD $3.5 million for commerce AI push
Customer Experience

Loops raises USD $3.5 million for commerce AI push

The start-up says the cash will fund product development and global expansion as retailers seek to replace fragmented AI tools with one system.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Singapore SMEs embrace fintech, but banks still matter
Fintech

Singapore SMEs embrace fintech, but banks still matter

Traditional banks still underpin Singapore's smaller firms even as 80% now use fintech, with only 30% fully switched, a survey found.

By Karen Joy Bacudo • 3 min read • Last week
Kubus lands Verkada Premier Services Partner status
Partner Programmes

Kubus lands Verkada Premier Services Partner status

For customers, the recognition strengthens support for complex security deployments as networking and physical protection increasingly overlap.

By Sofiah Nichole Salivio • 3 min read • This month
Ai+ to expand India service network past 1,000 centres
Customer Experience

Ai+ to expand India service network past 1,000 centres

Customer support will become a bigger selling point as the brand adds more than 200 Indian service sites and launches a new assistance app.

By Mara Sugue • 3 min read • This month