Uber has cut 10% of its customer service workforce as it expands AI adoption, marking the company's first direct link between AI strategy and workforce restructuring.
Eternal has spun off its AI platform Nugget into a dedicated subsidiary, strengthening its push into enterprise AI and customer support software.
KPN has partnered with McKinsey and QuantumBlack to deploy agentic AI for customer service, aiming to automate up to 20% of customer interactions by 2027.
AI chatbots in 2026 are evolving into intelligent agents, helping brands drive customer experience, resolution, and conversions across digital channels.
Consumers remain divided on AI chatbots — efficiency and cost drive adoption, but human interaction is still preferred for complex or emotional issues.
Salesforce trims roles as AI takes on more routine support tasks, reflecting a wider enterprise shift to automated service with human oversight and stronger governance.
Zoom has launched its AI-powered Contact Center and expanded Zoom Phone services in India, targeting enterprise communication needs.
Investor Mark Cuban predicts AI will soon take over customer service roles, as businesses increasingly adopt intelligent automation for 24/7 support.
