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Santander switches on AI for all 185,000 staff as its 'AI-first' bet starts paying off

Santander switches on AI for all 185,000 staff as its 'AI-first' bet starts paying off

Santander has extended AI access from 40,000 to all 185,000 employees, with 280+ production agents and €35m in Q1 business value on the way to a €1bn target.

Why Brands Are Still Cautious About AI in Customer Service

Why Brands Are Still Cautious About AI in Customer Service

Maria Paredes Piscione of Sabio Group on why organisations are comfortable with AI in customer service in principle, yet far more cautious the moment it enters a live, emotional interaction - and how to design for the difference.

Alex Wu, Founder and CEO, DeepWisdom

Alex Wu, Founder and CEO, DeepWisdom

The founder of DeepWisdom and creator of MetaGPT on 'vibe business', why multi-agent systems mirror how real companies work, the rise of 'silicon-based participants', and the AI tools he actually reaches for.

Backbase buys Kasisto, folding one of conversational banking's originals into 'agentic banking'

Backbase buys Kasisto, folding one of conversational banking's originals into 'agentic banking'

Backbase has acquired Kasisto, an SRI International spin-out and one of the longest-running names in conversational AI for banking, folding its agentic platform into the 'AI-native Banking OS'.

Affordability assessments are quietly becoming a conversational AI job

Affordability assessments are quietly becoming a conversational AI job

A run of recent client wins for UK startup Inicio AI points to a quiet shift in lending and collections: the income and expenditure assessment, long a friction point handled by call-centre agents, is moving to a chatbot.

Nordea and Mastercard Complete Finland's First Live AI Agent Payment

Nordea and Mastercard Complete Finland's First Live AI Agent Payment

An AI agent autonomously bought a product and paid for it on a customer's behalf. The coffee was cheap; the implications for agentic commerce are not.

How Monzo Bank Built Their Own AI Agent For Live Customer Support - Without Losing Control

How Monzo Bank Built Their Own AI Agent For Live Customer Support - Without Losing Control

Monzo's Ops Agent now handles routine work across 150+ customer intents. The lesson for deploying conversational AI in a regulated setting is in the guardrails, not the model.

Specialist vs general AI agents for Debt Collection

Specialist vs general AI agents for Debt Collection

Wired reports US debt collection is being automated at extraordinary scale. London's Inicio AI offers a glimpse of what a more thoughtful version of the same technology can look like.

Gen Z Is Replacing Google With ChatGPT, and Brands Should Be Paying Attention

Gen Z Is Replacing Google With ChatGPT, and Brands Should Be Paying Attention

A new report from social marketing agency Sociallyin argues that the generational

Lloyds Puts an AI Agent in the Boardroom: What CX and AI Teams Should Notice

Lloyds Puts an AI Agent in the Boardroom: What CX and AI Teams Should Notice

An AI agent has taken a seat in the boardroom of one

Development Bank of Wales Awards AI Training Contract in Sign of Growing Organisational AI Adoption

Development Bank of Wales Awards AI Training Contract in Sign of Growing Organisational AI Adoption

The Development Bank of Wales has awarded a £50,000 contract for

Starling Bank Launches UK's First Agentic AI Financial Assistant

Starling Bank Launches UK's First Agentic AI Financial Assistant

Following NatWest's launch of agentic AI through Cora, Starling Bank