Customer service stories
Paris-based Gradium raises USD $70 million to launch an AI voice platform offering expressive, low-latency, multilingual voice interactions for enterprises and developers.
Accenture partners with OpenAI to provide ChatGPT Enterprise to its workforce, boosting AI adoption and accelerating business transformation across industries.
Shopify merchants face a new challenge: real-time multilingual messaging to support global shoppers beyond translated storefronts, boosting trust and sales.
UK and Ireland firms prioritise cybersecurity, AI adoption, and sustainable IT strategies as they gear up for evolving digital workplaces in 2024.
AI is evolving beyond ERP and CRM tools to become the operational backbone, integrating systems and automating workflows across organisations by 2026.
Avalara has won the 2026 Buyer's Choice Award from TrustRadius, praised by customers for excelling in tax compliance tools and service quality.
Huawei Cloud launches AI Pioneer Partner Ecosystem Alliance in Singapore to boost practical AI adoption across industries with new infrastructure and partnerships.
New Zealand Police has cut case processing times from two weeks to under four hours using Appian's automation platform, enhancing efficiency and service.
One NZ uses Amazon Bedrock-powered AI to speed network repairs, cutting analysis time by 80% and improving response during outages and storms.
Australian retailers risk losing AUD $66 billion this peak season as 41% of consumers cut spending after poor service experiences, warns Qualtrics research.
UK SMEs are increasingly using fast-track finance to meet surging Black Friday demand, with applications rising nearly a third ahead of the festive season.
Portalink partners with Shopify to automate offline B2B sales orders, cutting costs and errors, available to Shopify Plus customers from January 2026.
RingCentral has launched its AI Receptionist in Australia from AUD $62 monthly, automating call handling with generative AI for businesses of all sizes.
AI-driven customer service boosts customer experience, but investing in employee experience is key to lasting loyalty and staff retention.
Luke Clifton of Macquarie Technology Group joins the Australian Telecommunications Alliance Board, reflecting a shift to leadership with sector expertise.
New Zealand retailers risk losing NZD $12 billion this peak season as almost half of consumers shun businesses after one bad experience.
A survey reveals 92% of Australian B2B supply chain leaders face inefficiencies from outdated fulfilment tech, impacting costs and customer service.
Insurtech firms must curb overblown AI claims, balancing innovation with regulatory compliance to avoid risking insurer reputations and finances.
AI is transforming customer service careers, shifting roles from routine tasks to strategic, empathy-driven jobs enriched by data and technology.
With the UK's PSTN network ending in 2027, over 5.5 million SMEs must urgently switch to digital communications to avoid disruption and boost resilience.