IntouchAI wins 2026 customer service technology award

By AI, Created 4:23 PM UTC, May 18, 2026, /AGP/ – IntouchCX said its IntouchAI platform was named Technology of the Year in the 2026 Excellence in Customer Service Awards from the Business Intelligence Group. The award highlights how AI tools that support agents, rather than replace them, are becoming a bigger part of measurable CX operations.

Why it matters: - The award gives IntouchCX third-party validation for an AI approach built around human-AI collaboration in contact centers. - IntouchCX says the recognition supports a broader shift in CX toward tools that improve agent performance, workflow efficiency and customer outcomes at scale.

What happened: - IntouchCX said IntouchAI was named Technology of the Year (Product) in the 2026 Excellence in Customer Service Awards. - The Business Intelligence Group presented the award. - The announcement was made May 14, 2026, from Winnipeg, Manitoba. - IntouchCX described itself as a global leader in CX management, AI services, trust and safety, and back-office operations.

The details: - IntouchAI is an automation framework designed to support end-to-end customer experience operations. - The platform combines generative AI with automation to improve performance before, during and after customer interactions. - IntouchCX said the system is built to integrate with existing tech stacks. - The framework is intended to improve efficiency, personalization and insight generation. - IntouchCX said the platform helps reduce friction, increase agent productivity and deliver more consistent outcomes. - For a leading vacation rental marketplace, IntouchAI streamlined concession workflows and real-time agent decision-making. - IntouchCX said that use case drove a 41% increase in expense accuracy and projected $17.6 million in annual network-wide savings. - Brent Stevenson, IntouchCX chief experience officer, said the industry is moving toward using AI to make people more effective rather than replacing them. - Russ Fordyce, chief recognition officer at the Business Intelligence Group, said IntouchAI stands out for providing real-time decision support without complex back-end integrations.

Between the lines: - The award reflects growing pressure on CX vendors to show measurable business impact, not just feature lists. - IntouchCX is positioning IntouchAI as enterprise-ready infrastructure for BPO and outsourced CX work, where adoption barriers often come from implementation complexity. - The recognition also reinforces a market message: AI in customer service is moving toward agent augmentation, empathy and judgment, not full automation.

What’s next: - IntouchCX said it will keep focusing on human-AI collaboration as AI adoption accelerates across global BPO and CX outsourcing. - The company said IntouchAI is built to deliver outcomes from day one. - The full 2026 Excellence in Customer Service Awards winners list is available in Business Intelligence Group’s announcement. - IntouchCX directs readers to its website for more information.