ChannelLife India - Industry insider news for technology resellers
India

Customer service Stories

Global Stories

Customer service stories

Oracle NetSuite launches SuiteSkills AI tools for customers
Data Analytics

Oracle NetSuite launches SuiteSkills AI tools for customers

More than 13,000 customers can now use the new tools to analyse data and trigger actions in NetSuite while keeping permissions unchanged.

By Mara Sugue • 4 min read • Last week
Watercare appoints Martine Watson as Chief Digital Officer
Unified Communications

Watercare appoints Martine Watson as Chief Digital Officer

The move comes as the utility prepares to oversee a $15.2 billion infrastructure pipeline across Auckland over the next decade.

By Mara Sugue • 4 min read • Last week
Zoom pushes AI tools to drive work from talk to tasks
Customer Relationship Management

Zoom pushes AI tools to drive work from talk to tasks

The push could help firms cut time spent on follow-up work as Zoom expands from meetings into AI tools for tasks, search and customer support.

By Mara Sugue • 4 min read • Last week
Personal AI agents now contact customer service teams
Digital Transformation

Personal AI agents now contact customer service teams

Six in ten customer organisations are already fielding autonomous bots, forcing service teams to tighten oversight as AI-to-AI requests become routine.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Cerebras to bring fast AI inference to Oracle cloud
Semiconductors

Cerebras to bring fast AI inference to Oracle cloud

The addition will give Oracle Cloud Infrastructure customers a faster option for AI agents, with Cerebras inference due in calendar year 2027.

By Mara Sugue • 3 min read • Last week
Baltic Assist says AI cuts junior jobs in Lithuania
Artificial Intelligence

Baltic Assist says AI cuts junior jobs in Lithuania

Routine back-office work is shrinking in Lithuania as AI lifts output per employee by about 50% and halves junior hiring at Baltic Assist.

By Sofiah Nichole Salivio • 4 min read • Last week
AtScale named OpenAI Select Partner to boost AI accuracy
Data Analytics

AtScale named OpenAI Select Partner to boost AI accuracy

Enterprise users may get more reliable AI answers as AtScale joins OpenAI's partner network to impose shared business definitions on metrics.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Harmony launches voice AI agent platform for sales teams
Customer Relationship Management

Harmony launches voice AI agent platform for sales teams

It aims to cut missed deals by automating complex sales calls, with early user Bright Car Finance reporting a 9% rise in closed business.

By Regine Laguilles • 4 min read • Last week
What it takes to make warehouse automation work
Robotics

What it takes to make warehouse automation work

Bottlenecks often shift to inbound and packing areas when a warehouse is automated without redesigning the surrounding processes and staffing.

By Rob Charles • 5 min read • Last week
Twilio bets on conversation infrastructure for the agentic AI era
Digital Transformation

Twilio bets on conversation infrastructure for the agentic AI era

Twilio says enterprise AI will fail without the communications plumbing to link customer data, channels and human workers across touchpoints.

By Anthony Caruana • 4 min read • Last week

Stories from Other Regions

Customer service stories

QualityAI appoints Kenny Small as UK managing director
Digital Transformation

QualityAI appoints Kenny Small as UK managing director

UK firms moving AI into core operations are driving demand for testing and assurance, as QualityAI names Kenny Small to lead its business there.

By Mara Sugue • 4 min read • Today
Australian energy retailers turn to AI to cut costs
Digital Transformation

Australian energy retailers turn to AI to cut costs

With household power bills still under strain, retailers are automating routine queries to lower service costs without sacrificing human support.

By Sofiah Nichole Salivio • 4 min read • Today
Which AI Decisions Should Carry a Human Signature?
Data governance

Which AI Decisions Should Carry a Human Signature?

A missed safeguard can turn an automated campaign into a customer backlash, and one coupon error shows why humans must sign off on risky AI calls.

By Paris Lyu • 5 min read • Last week
NiCE Cognigy urges wider AI use across public services
Digital Transformation

NiCE Cognigy urges wider AI use across public services

Public bodies could cut admin and free staff for frontline cases if ministers back AI tools with stronger oversight and safeguards.

By Sofiah Nichole Salivio • 6 min read • Last week
ADT's David Scott on Oracle HCM for data & HR automation
Data Protection

ADT's David Scott on Oracle HCM for data & HR automation

The move is expected to save more than USD $3 million over four years and cut HR support tickets by 26% as ADT automates more work.

By Jake MacAndrew • 3 min read • Last week
Fuse brings AI support in-house on NVIDIA hardware
Data Privacy

Fuse brings AI support in-house on NVIDIA hardware

The shift could sharpen customer service and cut costs as the UK supplier moves its app-based support onto open-weight models on NVIDIA hardware.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Polyaire deploys NeonNow to lift contact centre insight
Digital Transformation

Polyaire deploys NeonNow to lift contact centre insight

Polyaire has linked its call data with customer records to give its team a single view of why people call.

By Mara Sugue • 1 min read • Last week
NiCE leads Gartner with AI revenue hitting USD $362m
Software-as-a-Service

NiCE leads Gartner with AI revenue hitting USD $362m

Large enterprises are pushing NiCE's AI revenue higher, with annual recurring revenue reaching USD $362 million in the second quarter.

By Mara Sugue • 4 min read • Last week