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Customer service Stories - Page 7

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Customer service stories

Qlik partners ServiceNow to embed analytics in workflows
Data Analytics

Qlik partners ServiceNow to embed analytics in workflows

The tie-up should help enterprises make workflow decisions with governed data from more systems, not just ServiceNow itself.

By Sean Mitchell • 4 min read • Last month
Westpac NZ launches Microsoft AI contact centre platform
Network Infrastructure

Westpac NZ launches Microsoft AI contact centre platform

The bank says the AI system will cut call handling times and wait times by surfacing customer details instantly for staff.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Kiwis turn to travel agents amid Middle East disruption
Risk & Compliance

Kiwis turn to travel agents amid Middle East disruption

Uncertainty over Middle East routes is pushing more New Zealanders to travel agents, with 82% now avoiding the region, TAANZ says.

By Joseph Gabriel Lagonsin • 5 min read • Last month
8x8 wins Gold for Engage at New York design awards
Software-as-a-Service

8x8 wins Gold for Engage at New York design awards

Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.

By Sean Mitchell • 3 min read • Last month
Synthflow appoints Matt Alexander as Channel Chief
Software-as-a-Service

Synthflow appoints Matt Alexander as Channel Chief

The hire signals a sharper push into overseas growth as the AI customer service software group deepens partnerships in the US and beyond.

By Sofiah Nichole Salivio • 3 min read • Last month
Minor Hotels unveils global AI platform with Google
Unified Communications

Minor Hotels unveils global AI platform with Google

The hotel group expects the new system to unify guest data and privacy controls across 640 properties, with full rollout due in 2026.

By Mark Tarre • 5 min read • Last month
Oracle launches agentic apps across Fusion Cloud suite
Customer Relationship Management

Oracle launches agentic apps across Fusion Cloud suite

The rollout pushes Oracle deeper into AI-driven automation, as the new tools aim to cut manual hand-offs across finance, HR, supply chain and CX.

By Mark Tarre • 5 min read • Last month
Twilio survey finds conversational AI adoption gap widens
Unified Communications

Twilio survey finds conversational AI adoption gap widens

Direct use is boosting trust in conversational AI, with 82% of active users reporting measurable value and many still wary of deployment costs.

By Shannon Williams • 3 min read • Last month

Stories from Other Regions

Customer service stories

HSS ProService appoints Sam Davies as Supply Chain Director
Data Analytics

HSS ProService appoints Sam Davies as Supply Chain Director

The hire marketplace is aiming to sharpen supplier oversight and customer service as it shifts towards a more data-led operating model.

By Sofiah Nichole Salivio • 3 min read • Last month
Supply chain operators: Here's how to make AI and data work for you
Customer Relationship Management

Supply chain operators: Here's how to make AI and data work for you

Disconnected systems are driving up costs for logistics firms, with simple delivery queries sometimes taking teams hours to resolve.

By Adrian Randall • 6 min read • Last month
Narwhal Labs raises GBP £20 million for DeepBlue OS
Software-as-a-Service

Narwhal Labs raises GBP £20 million for DeepBlue OS

The Bristol startup’s pay-as-you-use platform targets firms in regulated sectors that need to automate customer contacts without long deployments.

By Mark Tarre • 3 min read • Last month
ABBYY & Tecala launch end-to-end document workflow tool
Digital Transformation

ABBYY & Tecala launch end-to-end document workflow tool

Manual intervention after document capture is a costly bottleneck for AP and claims teams, which the new tool aims to remove.

By Catherine Knowles • 4 min read • Last month
Why robust AI governance is key to building trust in agentic AI systems in FY2027
Digital Transformation

Why robust AI governance is key to building trust in agentic AI systems in FY2027

Poor governance could expose Australian firms to legal, reputational and operational risks as they deploy autonomous AI agents at scale.

By Sreeni Unnamatla • 4 min read • Last month
Regulated data dominates AI breaches in finance sector
Malware

Regulated data dominates AI breaches in finance sector

Managed AI tools are gaining ground in finance, yet regulated data still drives most policy breaches as staff mix personal and corporate accounts.

By Shannon Williams • 4 min read • Last month
Australia map shows AI risk for clerks & telemarketers
Unified Communications

Australia map shows AI risk for clerks & telemarketers

Clerks and telemarketers are among 417,000 workers facing the highest AI displacement risk, according to a new Australian occupations map.

By Joseph Gabriel Lagonsin • 4 min read • Last month
ServiceNow study flags empathy gap in customer service
Digital Transformation

ServiceNow study flags empathy gap in customer service

Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.

By Sofiah Nichole Salivio • 4 min read • Last month
Parcelhero adds AI support chat for round-the-clock help
Unified Communications

Parcelhero adds AI support chat for round-the-clock help

Customers can now get round-the-clock parcel help as the courier comparison site blends an AI chatbot with live agents and unified case tracking.

By Sofiah Nichole Salivio • 4 min read • Last month
Sprinklr adds AI copilots & controls in Spring '26 update
Unified Communications

Sprinklr adds AI copilots & controls in Spring '26 update

Enterprises using the platform will be able to test and monitor AI agents more closely as Sprinklr broadens automation across service, marketing and insights.

By Sean Mitchell • 4 min read • Last month