Sélectionné par Renascence

Actualités CX

L'actualité du secteur filtrée pour ce qui compte vraiment en matière d'expérience client, de science du comportement et de la gestion des services — réécrite, synthétisée et sans superflu.

Service Client

ASAPP Names Katie Stein CEO to Drive Contact Centre AI Growth

ASAPP has appointed Katie Stein as CEO to accelerate commercial growth of its AI-native contact-centre platform, shifting the company's focus from R&D to market execution and scaled enterprise adoption.

21 Aug 2026 · 2 min read

Service Client

Omilia raises $67M to scale conversational AI support platform

Conversational AI firm Omilia has raised $67 million to expand its customer support automation platform, TechCrunch reports.

19 Aug 2026 · 2 min read

Service Client

Parlance Adds Self-Service Call Routing and AI Transfer Briefings

Parlance has launched self-serve call-routing controls and AI-generated transfer briefings for healthcare contact centres, aiming to speed configuration changes and cut repetitive patient handoffs.

15 Aug 2026 · 2 min read

Service Client

Bank of America Gives Frontline Reps Generative AI Support

Bank of America is rolling out generative AI as a real-time decision-support tool for customer service reps, aiming to ease cognitive load rather than replace human agents.

10 Aug 2026 · 2 min read

Service Client

Carvana AI Agent Cuts Customer Service Costs at Scale

Carvana has deployed a generative AI service agent delivering material cost savings in live operations, raising key questions about automation design in high-stakes retail.

7 Aug 2026 · 2 min read

Service Client

Bank of America Upgrades EricaAssist with Generative AI for Agents

Bank of America has embedded generative AI into EricaAssist, its internal agent-support tool, to help frontline staff resolve complex customer enquiries faster and more accurately.

7 Aug 2026 · 2 min read

Dernières nouvelles

7 Aug 2026Gartner: 87% of Customers Demand Human Agent Access in GenAI Service 7 Aug 2026Delight Agent MCP: AI Assistants Get Live Customer Service Data 4 Aug 2026USPACE AI Cuts Taiwan Customer Service Workload by 30%4 Aug 2026IVR Testing: Adactin and Cyara Partner on AI Contact Centre QA 3 Aug 2026AI Cuts Customer Service Jobs at Microsoft, Uber and CommBank 3 Aug 2026Stellarus AI Copilot Cuts Cognitive Load for Health Plan Agents 3 Aug 2026AI Customer Service Cuts at CBA, Microsoft and Uber: CX Risks 3 Aug 2026Bank of America Deploys Generative AI to 18,000 Contact Centre Agents 3 Aug 2026GPTBots.ai Launches Audio Agent and LINE Plugin 2.0 for CX 3 Aug 2026AT&T Post-Call Summaries: Written Records After Every Support Call 3 Aug 2026Third-Party Gen AI Outpaces Brand Chatbots in Customer Service 3 Aug 2026Uber Cuts 10% of Customer Service Jobs Citing AI Adoption

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