Customer service stories - Page 2

Research by Appian shows that despite digital adoption, 78% of Australian energy firms struggle with data accessibility, risking operational efficiency.

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.

Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.

Uber Direct has teamed up with Grozeo to offer small and medium retailers rapid delivery services, enabling faster item delivery within two hours.

Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

Kao Data has appointed CBRE to manage its facilities across Europe, enhancing operational efficiency and support for its expanding data centre portfolio.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

AI is projected to boost Australia's economy by 40% and add AUD $600 billion by 2030, yet concerns over data privacy and ethical risks are rising.

Salesforce's report reveals New Zealand consumers are increasingly willing to embrace AI in shopping, despite a sharp decline in trust towards companies.

Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.

Commonwealth Bank of Australia is leveraging AI to improve customer service, reducing scam losses by 50%, fraud by 30%, and call wait times by 40%.

UK employees lead Europe in workplace AI adoption, with 25% using AI daily and trust in the tools steadily rising.