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16 articles
Norse Atlantic Airways' automated customer service system has drawn criticism from customers who say they lost thousands of dollars due to lack of human support. The Federal Trade Commission has received dozens of complaints about the airline's tech-driven approach.
Berlin-based AI agent platform Parloa has announced strategic partnerships with SAP, Microsoft, OpenAI, Five9, and Epic, as it deploys $350 million in Series D funding. The company has also surpassed $50 million in annual recurring revenue.
Artificial intelligence is increasingly being deployed in debt collection, replacing human interactions with automated systems. While this trend offers operational efficiency, it raises concerns about empathy and customer satisfaction in handling sensitive financial matters.
AI-powered chatbots at McDonald's drive-thrus are transforming customer service, with experts predicting broader adoption across industries. The technology's growing presence signals a shift toward more automated daily interactions.
This explainer explores the technical architecture and business applications of enterprise voice AI, examining how AI systems are transforming customer service and business operations.
OpenAI has launched new voice intelligence features in its API, enhancing voice recognition accuracy and enabling more natural conversations. The updates have applications across customer service, education, and creator platforms.
Amazon launches an AI-powered audio Q&A feature on product pages, allowing customers to ask questions and receive voice responses. The 'Join the chat' functionality enhances accessibility and user experience while positioning Amazon as a leader in AI-driven customer service.
Sierra, founded by Bret Taylor, acquires YC-backed French AI startup Fragment to enhance its customer service platform capabilities.
NiCE Cognigy Nexus 2026 event explores how AI and human agents can work together to deliver exceptional customer service. The conference emphasized the importance of CX orchestration layers that balance automation with human expertise.
Sears' AI chatbot system was exposing customer phone calls and text chats to the public, creating security vulnerabilities for fraud and phishing attacks.
Wonderful raises $150M Series B at $2B valuation, just four months after its $100M Series A, demonstrating strong investor confidence in AI customer service solutions.
Zendesk has acquired Forethought, its largest deal in two decades, as the company accelerates its AI-driven customer service strategy.
