This weekly update highlights major developments in AI-powered customer service transforming how companies help their customers around the world.

Oracle Launches New AI Helpers

Oracle, a major technology company, announced new AI agents built into their software on February 10, 2026. These smart computer helpers work inside customer service, sales, and marketing departments to make workers faster and smarter. The AI agents study customer information and automatically handle routine tasks, freeing human workers to focus on harder problems.

AI Agents Are Growing, But Slowly

Experts say 2026 won't be the year when AI takes over everything overnight. Instead, companies will use multiple AI agents working together to help with specific tasks, but most businesses won't be fully automatic yet. The real change happening is quieter and more practical than people expected. Companies are being more careful about checking if their AI is working correctly and who owns the AI's decisions.

What Customers Actually Want

About 80 percent of customer service teams will use AI to help their workers get more done in 2025 and beyond. However, only about half of customers are happy using AI to solve their problems. This means companies need to be smart about when to use robots and when to keep human workers helping customers. Many people still want to talk to real people, especially when they're upset or have complicated questions.

Finding the Right Balance

The best customer service strategy in 2026 means using AI for simple jobs like answering common questions, while keeping humans for complex issues. Live chat with real people gets 87 percent customer satisfaction, showing people value talking to humans. Companies that do both well—using AI smartly and keeping good human support—will win more customers.