Customer service stories
Many enterprise AI systems mimic human tasks, limiting innovation; experts urge shifting to machine-native designs for transformative potential beyond imitation.
Shippit launches AI platform across Australia and New Zealand to help retailers close the AUD $18 billion delivery gap and boost online sales.
Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.
Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.
Ekco expands its UK footprint by acquiring Solsoft, a Bristol-based MSP, to enhance services for SMEs across multiple industries and grow its workforce.
Org Group has taken a minority stake in Irish start-up HappyPath Labs to expand its reach in AI-driven customer experience technology for contact centres.
Oracle launches AI agents in Fusion Cloud Applications to enhance marketing, sales, and service, boosting efficiency and customer experience at no extra cost.
Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.
Ricoh partners with expert Erica Dhawan to reveal study showing 85% in the US prefer genuine human service over automation in customer care.
SambaNova launches Hume AI voice models on SambaCloud, offering enterprises real-time, multilingual, emotionally responsive speech AI in 11 languages by June 2024.
Brennan has upgraded its customer service with NiCE CXone Mpower, boosting scalability, AI automation, and efficiency across contact centres in Australia.
Mintivo appoints Steve Casey and Graham Ford to senior roles, aiming to boost growth by 25% this year and strengthen customer experience and operations.
UK firms embrace AI to support, not replace, customer service agents, blending tech with empathy for better CX and stronger customer loyalty in 2025.
Singapore consumers are optimistic about AI's benefits but remain concerned about privacy and prefer human interaction in customer service.
Westpac NZ teams up with fintech Akahu to offer detailed transaction info, helping customers better understand their statements and cut query calls.
EQ Bank unveils a digital banking suite for Canadian small businesses, with a focus on human-led customer service and low interest rates.
CRI Advantage has earned Elite Partner status in the ServiceNow Partner Programme, boosting its ability to deliver advanced IT service and digital transformation solutions.
Only 23% of Australians trust companies to use AI responsibly, preferring human interaction over automation amid growing data privacy concerns.
Only 18% of New Zealanders trust companies' use of AI, with 62% fearing it limits human contact, impacting spending and loyalty in customer service.
Evolve Business Group appoints Will Clowes as Chief Revenue Officer to drive expansion and enhance sales, marketing, and operational growth across its global operations.