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Customer service stories

Google Cloud says most need upgrades for agentic AI
Hybrid Cloud

Google Cloud says most need upgrades for agentic AI

Most enterprises will need costly infrastructure changes before agentic AI can move from pilots to production, Google Cloud research says.

By Mark Tarre • 4 min read • Last month
DevRev launches Voice AI for customer support calls
Software-as-a-Service

DevRev launches Voice AI for customer support calls

The rollout puts pressure on support teams to resolve calls without losing context, as rivals race to turn voice from routing tool into action.

By Mark Tarre • 4 min read • Last month
Kore.ai appoints two chiefs to drive enterprise AI growth
Software-as-a-Service

Kore.ai appoints two chiefs to drive enterprise AI growth

The restructure puts sales and customer delivery under new leaders as enterprise buyers demand stronger governance, support and reliability from AI agents.

By Mark Tarre • 4 min read • Last month
OpenAI launches Presence for enterprise voice agents
Fintech

OpenAI launches Presence for enterprise voice agents

Enterprise users can now limit what AI voice agents access and do, as OpenAI seeks to move beyond pilot projects into production use.

By Sean Mitchell • 4 min read • Last month
Adactin teams up with Cyara on IVR testing in Australia
Digital Transformation

Adactin teams up with Cyara on IVR testing in Australia

Government agencies and enterprises in Australia gain tighter checks on AI-led contact centres as Adactin adds Cyara's IVR testing platform.

By Mark Tarre • 4 min read • Last month
Celonis named Everest Leader in process mining again
Software-as-a-Service

Celonis named Everest Leader in process mining again

The recognition comes as process mining demand accelerates, with Everest valuing the market at USD $1.5 billion to USD $1.6 billion in 2025.

By Sean Mitchell • 4 min read • Last month
Overtime & Authvia join up on receivables payments
Software-as-a-Service

Overtime & Authvia join up on receivables payments

Receivables teams could cut friction as the joint platform lets consumers settle balances during the same voice, SMS or digital exchange.

By Mark Tarre • 4 min read • Last month
Custom Travel Solutions wins Silver for AI customer support
Digital Transformation

Custom Travel Solutions wins Silver for AI customer support

Its AI overhaul has cut quality review time by 80% and lifted customer sentiment 11% since 2023, as travel support volumes rose.

By Sofiah Nichole Salivio • 3 min read • Last month
Zoom appoints Carlos Quaderi as Head of Asia Pacific
Software-as-a-Service

Zoom appoints Carlos Quaderi as Head of Asia Pacific

The promotion widens Zoom's regional push as it targets enterprise and AI growth across Australia, India, Korea and Southeast Asia.

By Mark Tarre • 3 min read • Last month

Stories from Other Regions

Customer service stories

Social media reshapes Australians' shopping habits
Digital Transformation

Social media reshapes Australians' shopping habits

Six in ten Australians now act on products they see on social platforms, underscoring a shift in how brands must win buyers online.

By Sean Mitchell • 4 min read • Last month
NiCE expands RingCentral partnership with AI focus
Software-as-a-Service

NiCE expands RingCentral partnership with AI focus

The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.

By Mark Tarre • 3 min read • Last month
TeamViewer & ServiceNow launch AI operations tie-up
Software-as-a-Service

TeamViewer & ServiceNow launch AI operations tie-up

Enterprise IT teams could cut resolution times as TeamViewer's endpoint tools join ServiceNow's AI platform for automated remediation.

By Mark Tarre • 4 min read • Last month
Bank of America adds AI to EricaAssist for faster calls
Fintech

Bank of America adds AI to EricaAssist for faster calls

Call-centre staff at the bank are handling enquiries nearly a minute faster as new generative AI prompts cut call times and speed up guidance.

By Karen Joy Bacudo • 3 min read • Last month
UK firms embed AI in workflows but keep human control
Data Protection

UK firms embed AI in workflows but keep human control

Most UK enterprises now see AI boosting productivity, but 78% are keeping human approval points and guardrails in place.

By Sofiah Nichole Salivio • 4 min read • Last month
Human analysts still handle 46% of brand interactions
Customer Experience

Human analysts still handle 46% of brand interactions

Brands are still relying on people for nearly half of social interactions, highlighting the limits of automation in customer-facing moderation and replies.

By Sean Mitchell • 4 min read • Last month
OpenAI launches ChatGPT programme for small businesses
Data Analytics

OpenAI launches ChatGPT programme for small businesses

Small firms will get training, app integrations and guides as OpenAI courts a lucrative market of lean teams seeking to automate routine tasks.

By Sean Mitchell • 3 min read • Last month
Acronis says frontier AI is speeding cyber attacks
Malware

Acronis says frontier AI is speeding cyber attacks

Frontier AI is lowering the bar for cybercrime, with attackers using it to scale phishing, malware and reconnaissance more quickly.

By Mark Tarre • 4 min read • Last month
Ondaro promotes three to vice president in ServiceNow shift
Software-as-a-Service

Ondaro promotes three to vice president in ServiceNow shift

As ServiceNow projects grow more complex, Ondaro has split consulting, delivery and portfolio governance under three senior leaders.

By Sofiah Nichole Salivio • 4 min read • Last month