Customer service stories - Page 9

Google launches a Universal Commerce Protocol and Business Agent tools as it bets on AI agents to drive the next era of online shopping.

Ant backs Google's new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

Nintex warns enterprise agentic AI will face a 2026 reality check, with tighter budgets, targeted use cases and tougher governance.

AI will reshape risk, trust and compliance in 2026 as firms swap hype for embedded tools, tighter controls and higher regulatory scrutiny.

SAS predicts agentic AI will run core banking by 2026, reshaping trust, fraud defences, climate risk and quantum-powered decision making.

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.

AI agents will reshape how shoppers discover brands, forcing retailers to rethink visibility as SaaS vendors and ad budgets come under strain.

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

Retailers urged to brace for early-year spike in chargebacks as mobile shopping and buy now, pay later fuel record US holiday spend.

Salesforce launches an AI Fluency Playbook to help build 'agentic enterprises', guiding staff to work effectively with AI agents at scale.

Hapax unveils a free AI certification for bankers as lenders ramp up AI spending and face tougher scrutiny from regulators and boards.

Freshworks names AI-focused marketer Kady Srinivasan as CMO to sharpen its global brand and go-to-market engine in crowded SaaS markets.

Simwood launches WhatsApp Business voice integration, linking Teams, SIP and UCaaS tools to more than three billion WhatsApp users.

Freshworks rolls out new AI tools for Freshdesk to unify channels, cut agent drudgery and boost resolution speeds for service teams.

AI is transforming loyalty from points to real-time, personalised journeys as super apps and agentic engagement engines rapidly take hold.

TCS launches BaNCS AI Compass, adding explainable AI agents to help global banks automate operations while tightening governance controls.

AI dominates CEO earnings calls for the first time, as leaders pair record investment pledges with mounting warnings of an AI market bubble.

Tech Mahindra and Google Cloud will scale Gemini 2.5-based agentic AI to move enterprises from pilots to production-grade, governed workflows.

AI agents are set to strain data, security and talent in 2026, as enterprises bet on a few core frameworks and brace for identity attacks.