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Customer service Stories - Page 5

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Customer service stories

AI transforming B2B discovery - but human trust endures
Data Analytics

AI transforming B2B discovery - but human trust endures

AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.

By David Shilovsky • 5 min read • Last month
Databricks AI helping telcos prevent churn, predict fraud
Digital Transformation

Databricks AI helping telcos prevent churn, predict fraud

By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.

By David Shilovsky • 6 min read • Last month
Freshworks expands Freddy AI with email & workflows
Software-as-a-Service

Freshworks expands Freddy AI with email & workflows

Support teams will soon be able to build AI workflows from plain language, as Freshworks broadens Freddy AI into email and live service-desk guidance.

By Sofiah Nichole Salivio • 4 min read • Last month
Forrester urges firms to prioritise practical AI governance
Disaster Recovery

Forrester urges firms to prioritise practical AI governance

Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.

By Sean Mitchell • 3 min read • Last month
Zendesk names David Hall-Johnston APAC technology chief
Software-as-a-Service

Zendesk names David Hall-Johnston APAC technology chief

The appointment strengthens Zendesk's push into enterprise AI as bookings more than doubled and regional customers seek help scaling secure deployments.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Australian consumers ditch AI chats over memory gaps
Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Stories from Other Regions

Customer service stories

US consumers want more flexible bill payment options
Digital Transformation

US consumers want more flexible bill payment options

Financial pressure is pushing households to favour flexible due dates and hardship pauses, even as most still want a live agent for billing disputes.

By Karen Joy Bacudo • 4 min read • Last month
US consumers demand flexible bill payments as strain grows
Fintech

US consumers demand flexible bill payments as strain grows

More than three in five bill payers want control over payment timing, as 59% lack enough savings to cover a USD $1,000 emergency.

By Karen Joy Bacudo • 4 min read • Last month
Klarus launches energy & utilities practice with Haw
Data Analytics

Klarus launches energy & utilities practice with Haw

Utilities face mounting scrutiny and investment pressures, as Klarus brings in Stephen Haw to steer advice on technology, data and AI.

By Sean Mitchell • 3 min read • Last month
New Zealand firms split on AI as strategy gap widens
Robotics

New Zealand firms split on AI as strategy gap widens

Only 15% of New Zealand businesses have an AI strategy, leaving most unable to measure returns or prepare for the next wave of tools.

By Mara Sugue • 4 min read • Last month
2degrees returns to pre-tax profit after merger push
Network Infrastructure

2degrees returns to pre-tax profit after merger push

The telecoms group's annual revenue climbed 5.5% to USD $1.46 billion as integration costs eased and enterprise wins lifted growth.

By Joseph Gabriel Lagonsin • 4 min read • Last month
MaxContact launches Auto QA amid FCA compliance gap
Customer Experience

MaxContact launches Auto QA amid FCA compliance gap

More than half of UK contact centre managers have found compliance breaches outside routine checks, heightening FCA scrutiny risks for firms.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Bybit launches AI chat assistant for trading & support
Fintech

Bybit launches AI chat assistant for trading & support

Users can now place trades and raise support requests in one chat, as the exchange rolls out a separate AI sub-account for safer automation.

By Karen Joy Bacudo • 3 min read • Last month
SIRO targets 600 Irish business parks with fibre rollout
Digital Transformation

SIRO targets 600 Irish business parks with fibre rollout

Businesses in Irish parks could gain faster, more reliable links as SIRO says poor connectivity is slowing productivity and cloud use.

By Sofiah Nichole Salivio • 4 min read • Last month
Zopa launches AI Ask tool for Biscuit account users
Data Analytics

Zopa launches AI Ask tool for Biscuit account users

The feature could make everyday banking easier by letting Biscuit account holders move money, split bills and pay invoices by voice or text prompts.

By Karen Joy Bacudo • 3 min read • Last month
Tollring & ROGER365.io seal Microsoft Teams alliance
Software-as-a-Service

Tollring & ROGER365.io seal Microsoft Teams alliance

Microsoft Teams users will get contact centre, recording and analytics tools in one workflow, with compliance benefits for regulated firms.

By Sofiah Nichole Salivio • 4 min read • Last month
Tokoroa's new $2 million hub reflects changing face of public libraries
Urban Planning

Tokoroa's new $2 million hub reflects changing face of public libraries

Residents can now pay rates, borrow books and book free meeting rooms in Tokoroa's revamped $2 million community hub.

By Bronson Perich • 3 min read • Last month