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Customer service stories

Virtualplatform previews AI workflow engine for telcos
Software-as-a-Service

Virtualplatform previews AI workflow engine for telcos

Telcos could cut manual handovers and supplier rebuilds as the software embeds AI into ordering, support and billing workflows.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Australian employers lose work amid staffing shortages
Digital Transformation

Australian employers lose work amid staffing shortages

More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.

By Sean Mitchell • 5 min read • Yesterday
Sinch partners Coderra on AI messaging for Australia
Software-as-a-Service

Sinch partners Coderra on AI messaging for Australia

Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.

By Sean Mitchell • 3 min read • 3 days ago
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

Global Stories

Customer service stories

Genesys unveils AI tools to orchestrate customer journeys
Software-as-a-Service

Genesys unveils AI tools to orchestrate customer journeys

The shift could help companies manage AI-driven service queries more securely as Genesys adds governance and context across customer journeys.

By Sean Mitchell • 4 min read • Today
Conexiom launches AI-native Relay for order automation
Software-as-a-Service

Conexiom launches AI-native Relay for order automation

Manufacturers and distributors could cut manual retyping as the system handles messy orders from emails, notes and images, with visibility controls.

By Joseph Gabriel Lagonsin • 4 min read • Today
The AI metric that matters isn't token cost
Digital Transformation

The AI metric that matters isn't token cost

For Australian businesses, the real test of AI is whether it changes decisions, margins or customer outcomes, not how many tokens it uses.

By Nigel Vaz • 4 min read • 3 days ago
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

Stories from Other Regions

Customer service stories

Eltropy summit debates AI at Monterey leadership event
Digital Transformation

Eltropy summit debates AI at Monterey leadership event

More than 90 credit union and community bank leaders weighed AI's efficiency gains against fraud and service risks at Eltropy's summit.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift
Data Protection

Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift

Victims are being left to fend for themselves as fraud becomes industrialised, with many still blaming themselves after scams.

By Alice Taylor • 3 min read • 2 days ago
Digital Island, RingCentral bring agentic voice AI to NZ
Unified Communications

Digital Island, RingCentral bring agentic voice AI to NZ

New Zealand businesses can now access RingCentral's agentic voice AI through Digital Island, easing deployment and support for local customers.

By Sean Mitchell • 4 min read • 2 days ago
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