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Zendesk launches AI-driven autonomous service workforce
Digital Transformation

Zendesk launches AI-driven autonomous service workforce

Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.

By Joseph Gabriel Lagonsin • 5 min read • Today
Brightly adds AI tools for asset management systems
Digital Transformation

Brightly adds AI tools for asset management systems

The update aims to ease manual data entry and give maintenance teams better visibility as organisations struggle with fragmented asset records.

By Sean Mitchell • 3 min read • Today
Global 2000 downtime costs rise to USD $600 billion
Software-as-a-Service

Global 2000 downtime costs rise to USD $600 billion

Outages are now costing Global 2000 firms USD $600 billion a year, as a single incident can wipe 3.4% off share prices.

By Sofiah Nichole Salivio • 4 min read • Today
Zoom expands AI access to meeting data in third-party tools
Unified Communications

Zoom expands AI access to meeting data in third-party tools

Workers can now pull Zoom meeting notes and transcripts into ChatGPT, Claude and Codex, reducing the need to hunt across systems.

By Mark Tarre • 4 min read • Yesterday
Freshworks launches Freddy AI Agent Studio for service
Software-as-a-Service

Freshworks launches Freddy AI Agent Studio for service

Longer after-hours waits for IT help could ease as the new studio lets firms build no-code agents for tasks across Teams, Slack and portals.

By Sofiah Nichole Salivio • 4 min read • Last week
Simpro launches AI platform Lightning for field trades
Software-as-a-Service

Simpro launches AI platform Lightning for field trades

The rollout spans thousands of trade firms, promising quicker fixes and new AI tools to cut paperwork, disputes and admin costs.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Eurogate Technical Services picks Ultimo for terminals
Supply Chain

Eurogate Technical Services picks Ultimo for terminals

The move should give 450 technicians better mobile access and help the terminals improve maintenance planning, reliability and cost control.

By Sean Mitchell • 3 min read • Last week
SAP launches Business AI Platform & Autonomous Suite
Digital Transformation

SAP launches Business AI Platform & Autonomous Suite

The move could speed finance closes and ERP migrations for customers as SAP ties more than 50 assistants to business data and controls.

By Sofiah Nichole Salivio • 5 min read • Last week
Atera offers fee-free Robin if AI misses support target
Digital Transformation

Atera offers fee-free Robin if AI misses support target

Atera will waive all fees for Robin if the autonomous IT agent fails to resolve 50% of targeted technical tickets within 90 days.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Kyndryl adds AI to prevent IT outages before they happen
Hybrid Cloud

Kyndryl adds AI to prevent IT outages before they happen

Enterprises using Kyndryl Bridge have seen fewer outages and lower maintenance costs as AI flags IT risks before systems fail.

By Joseph Gabriel Lagonsin • 4 min read • This month
Acceldata & ServiceNow tie data quality to AI workflows
Hybrid Cloud

Acceldata & ServiceNow tie data quality to AI workflows

Businesses using AI agents may gain faster issue resolution as Acceldata’s quality scores feed into ServiceNow workflows and incident handling.

By Joseph Gabriel Lagonsin • 5 min read • This month
KPMG expands ServiceNow alliance in USD $40 million AI push
Software-as-a-Service

KPMG expands ServiceNow alliance in USD $40 million AI push

Clients could see faster AI rollouts across back-office workflows as KPMG deepens a three-year USD $40 million alliance with ServiceNow.

By Sean Mitchell • 4 min read • This month
ServiceNow unveils Otto & expands AI Control Tower
Digital Transformation

ServiceNow unveils Otto & expands AI Control Tower

The move aims to help enterprises govern AI tools across clouds and systems as they wrestle with rising risk, complexity and automation.

By Sofiah Nichole Salivio • 5 min read • This month
Tanium & ServiceNow launch autonomous IT product
Digital Transformation

Tanium & ServiceNow launch autonomous IT product

Live endpoint data will now feed ServiceNow workflows, aiming to cut incident response times and automate patching across large fleets.

By Joseph Gabriel Lagonsin • 4 min read • This month

Stories from Other Regions

Service management stories

BT Business & Accenture to deploy AI across services
Digital Transformation

BT Business & Accenture to deploy AI across services

UK business and public-sector customers could see faster fault resolution as BT Business begins an AI overhaul of managed services with Accenture.

By Sofiah Nichole Salivio • 4 min read • Yesterday
New Forest council picks Totalmobile for housing repairs
Software-as-a-Service

New Forest council picks Totalmobile for housing repairs

Tenants could see quicker updates and fewer delays as the council overhauls repair tracking and asset data across its housing stock.

By Sean Mitchell • 3 min read • Last week
BAI Communications completes Titan ICT integration & rebrand
Unified Communications

BAI Communications completes Titan ICT integration & rebrand

Customers in mining, energy and transport gain a single supplier for private networks as BAI folds Titan ICT into its national operations.

By Sean Mitchell • 4 min read • This month