# The AI Customer Service Wars

> A field guide to the six companies rebuilding customer service around AI agents instead of hold queues and ticket numbers. Dialpad and Amazon Connect bake AI into the whole communications stack, RingCentral bolts intelligence onto the industry's biggest install base, Gladly ditches tickets for lifelong conversations, UJET rebuilds the contact center around the smartphone, and Broadvoice carries the fight to small business. The prize: the everyday call nobody enjoys making.

## Achievements

- Dialpad reached a $2.2B valuation and serves more than 30,000 businesses.
- Amazon Connect grew from a 2017 developer tool into an agentic AI contact center suite.
- RingCentral built one of the largest installed bases in cloud communications.
- Gladly reframed customer service around lifelong conversations instead of tickets.
- UJET powered elastic contact centers scaling to roughly 22,000 agents for brands like Instacart and Turo.
- Broadvoice built a cloud communications business focused on small and mid-market companies.

## Latest updates

- **2025-03** — AWS launches the next generation of Amazon Connect with first-party AI embedded across the platform.
- **2024-09** — UJET raises a total of $76M in Series D funding and appoints a co-CEO to push into the mid-market.

---

Profile page: https://yespress.io/ai-taking-over-the-customer-service-call
Published by YesPress — https://yespress.io
Last updated: 2026-08-05