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Customer service stories

AI-native telco accelerator launched to speed deployment
Digital Transformation

AI-native telco accelerator launched to speed deployment

A new benchmark and shared guidance aim to help telecom operators turn scattered AI pilots into large-scale deployments across their networks.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Meta launches AI tools for advertisers & businesses
Customer Experience

Meta launches AI tools for advertisers & businesses

Marketers could save time and reach more customers as Meta expands AI across ad creation, creator discovery and WhatsApp sales chats.

By Regine Laguilles • 4 min read • Yesterday
Sapiens names Krish Datta as APAC Executive Vice President
Digital Transformation

Sapiens names Krish Datta as APAC Executive Vice President

Asia Pacific insurers are set to see more AI-driven system renewal as Sapiens steps up its regional push with a senior hire.

By Mark Tarre • 4 min read • 2 days ago
Twilio voice AI builds Guinness price index across pubs
Digital Transformation

Twilio voice AI builds Guinness price index across pubs

Thousands of pub prices were gathered by automated calls, showing how voice AI can do large-scale field research beyond chatbots.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
Zoom adds AI tools to Virtual Agent for customer service
Software-as-a-Service

Zoom adds AI tools to Virtual Agent for customer service

Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.

By Sean Mitchell • 4 min read • 2 days ago
New AI era defined by agents, rising costs and maturity gaps
Software-as-a-Service

New AI era defined by agents, rising costs and maturity gaps

Enterprises face higher AI bills and governance gaps as only 17 per cent have reached high maturity, Gartner says.

By David Shilovsky • 5 min read • 3 days ago
Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Last week

Stories from Other Regions

Customer service stories

NatWest launches AI ethics accreditation for all staff
Data Protection

NatWest launches AI ethics accreditation for all staff

With AI tools spreading through the bank, 60,000 NatWest staff will now be trained to spot ethical risks and handle them responsibly.

By Karen Joy Bacudo • 4 min read • 2 days ago
Lloyds to create 1,000 AI roles as agentic use grows
Data Analytics

Lloyds to create 1,000 AI roles as agentic use grows

Fraud checks and customer service will be sped up as Lloyds Banking Group adds more than 1,000 AI jobs and retrains staff.

By Karen Joy Bacudo • 4 min read • 2 days ago
Smart CT boosts stock by a third after 10,000 buys
Network Infrastructure

Smart CT boosts stock by a third after 10,000 buys

Extra warehouse parts will help Smart CT meet demand from new contracts across government, health and retail customers in Europe and beyond.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Gamma targets small firms with PCI payment security
Unified Communications

Gamma targets small firms with PCI payment security

Small firms taking card payments by phone face fraud, chargeback and compliance risks that Gamma says have been overlooked.

By Mark Tarre • 4 min read • 3 days ago
Australians use AI widely, but trust & standards lag
Software-as-a-Service

Australians use AI widely, but trust & standards lag

But 56 per cent of users rely on unapproved tools, leaving Australian employers to tackle security, compliance and trust gaps.

By Sofiah Nichole Salivio • 4 min read • Last week
Deloitte New Zealand wins AWS value realisation badge
Digital Transformation

Deloitte New Zealand wins AWS value realisation badge

Clients are increasingly demanding proof that cloud and AI spending is lifting productivity, revenue or cost control, not just adding systems.

By Sean Mitchell • 4 min read • Last week
US survey finds refurbished devices face trust gap
Sustainability

US survey finds refurbished devices face trust gap

Clear warranties and return policies may be needed to turn US interest in refurbished gadgets into sales, the survey found.

By Joseph Gabriel Lagonsin • 4 min read • Last week
NSWRL shifts contact centre to Teams with rapid rollout
Unified Communications

NSWRL shifts contact centre to Teams with rapid rollout

Call handling has been centralised in Microsoft Teams, with NSWRL reporting a 17-second average wait after the switch.

By Sean Mitchell • 4 min read • Last week
Ellis Brigham cuts order enquiries by 14% with Ingrid
Digital Transformation

Ellis Brigham cuts order enquiries by 14% with Ingrid

The retailer also lifted order volumes by 24% last peak trading period, while fewer customer service queries eased pressure on its teams.

By Karen Joy Bacudo • 3 min read • Last week
Retailers lack AI strategy despite competitive pressure
Digital Transformation

Retailers lack AI strategy despite competitive pressure

The gap leaves many retailers exposed, as most feel pressure to adopt AI yet fewer than half have a clear plan for doing so.

By Mark Tarre • 4 min read • Last week
Lloyds survey: UK financial firms boost AI spending
Data Analytics

Lloyds survey: UK financial firms boost AI spending

AI and emerging tech are becoming a growth priority for UK lenders and insurers, with 91% expecting higher spending over the next year.

By Karen Joy Bacudo • 3 min read • Last week