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Customer service stories

Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Four in five AI tools lack IT oversight, Reco finds
Data Protection

Four in five AI tools lack IT oversight, Reco finds

Enterprise teams are exposing data and workflow systems as AI agents spread without approval, leaving most tools outside IT control.

By Joseph Gabriel Lagonsin • 4 min read • Last week
NiCE opens ANZ event as contact centres rethink AI
Digital Transformation

NiCE opens ANZ event as contact centres rethink AI

Australian contact centres are replacing early AI tools rather than dropping them, with chatbots still the top investment priority over the next 12 months.

By Mark Tarre • 4 min read • Last week
AI agents expose revenue gaps across major websites
Customer Experience

AI agents expose revenue gaps across major websites

Most major websites are unprepared for AI agents, with D3 Research finding 84% of readable policy files scored a D or F.

By Mark Tarre • 4 min read • Last week
AI agents need tighter access controls, say leaders
Data Protection

AI agents need tighter access controls, say leaders

Rogue behaviour in testing has heightened fears that autonomous tools are being handed sensitive systems without proper oversight or limits.

By Mark Tarre • 5 min read • Last week
Talkdesk report says AI adoption outpaces business gains
Digital Transformation

Talkdesk report says AI adoption outpaces business gains

Despite near-universal deployment, most firms cannot prove AI is lifting service results, with only 5% able to measure business impact.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Zoom lifts forecast on stronger enterprise growth & AI
Software-as-a-Service

Zoom lifts forecast on stronger enterprise growth & AI

Stronger enterprise demand and AI products helped Zoom raise its full-year outlook after quarterly revenue rose 4.9% to USD $1.28 billion.

By Mark Tarre • 4 min read • Last week
Intelligent flexible Payments: A new approach to reducing preventable debt
Fintech

Intelligent flexible Payments: A new approach to reducing preventable debt

Households could benefit from payment plans that match irregular incomes, as energy suppliers seek to curb rising arrears and debt.

By Graham Scanlon • 5 min read • Last week
AirHelp launches AI flight compensation checker on ChatGPT
Artificial Intelligence

AirHelp launches AI flight compensation checker on ChatGPT

Travellers could recover up to EUR 600 for disrupted journeys as AirHelp embeds a compensation checker inside ChatGPT and Claude.

By Sofiah Nichole Salivio • 3 min read • Last week

Stories from Other Regions

Customer service stories

Businesses urged to use 159 to fight payment fraud
Phishing

Businesses urged to use 159 to fight payment fraud

Businesses risk sharper losses from phone scams unless staff know to verify suspicious calls using 159, as UK payment fraud hit GBP £1.28 billion.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Wildfire to lead Serve First UK communications drive
Software-as-a-Service

Wildfire to lead Serve First UK communications drive

The appointment gives Serve First a sharper UK profile as it seeks to stand out in a crowded AI and customer experience software market.

By Mark Tarre • 4 min read • Last week
Blue Yonder adds AI retail tools for returns & stock
Software-as-a-Service

Blue Yonder adds AI retail tools for returns & stock

Retailers could cut stockouts and returns costs as Blue Yonder links forecasting, fulfilment and customer service in one AI-driven system.

By Sean Mitchell • 4 min read • Last week
Crescendo launches AI-native customer experience platform
Software-as-a-Service

Crescendo launches AI-native customer experience platform

Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Pattern expands Sennheiser role on Amazon Australia
Software-as-a-Service

Pattern expands Sennheiser role on Amazon Australia

The partnership gives the audio brand tighter control over unauthorised resellers and faster access to sales data on Amazon Australia.

By Mark Tarre • 4 min read • Last week
AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Last week
Speedy Services launches AI academy with Multiverse
Digital Transformation

Speedy Services launches AI academy with Multiverse

The 13-month scheme aims to cut revenue leakage by 50% by automating admin and freeing depot staff for customer advice.

By Sean Mitchell • 4 min read • Last week
HM Land Registry picks Route 101 for cloud contact centre
Software-as-a-Service

HM Land Registry picks Route 101 for cloud contact centre

Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.

By Sean Mitchell • 4 min read • Last week
NatWest launches Be My Eyes pilot for blind customers
Data Protection

NatWest launches Be My Eyes pilot for blind customers

Blind and low-vision customers will be able to complete routine banking tasks by video call without visiting a branch, as NatWest tests the service.

By Karen Joy Bacudo • 3 min read • Last week