Customer service Stories

American Stories

Customer service stories

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 • Today

Global Stories

Customer service stories

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 • 2 days ago

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

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

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

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

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

Digital Transformation

Talkdesk report says AI adoption outpaces business gains

Despite near-universal deployment, most firms cannot prove AI is lifting service results, with only 5% able to measure business impact.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Software-as-a-Service

Zoom lifts forecast on stronger enterprise growth & AI

Stronger enterprise demand and AI products helped Zoom raise its full-year outlook after quarterly revenue rose 4.9% to USD $1.28 billion.

By Mark Tarre • 4 min read • Last week

Fintech

Intelligent flexible Payments: A new approach to reducing preventable debt

Households could benefit from payment plans that match irregular incomes, as energy suppliers seek to curb rising arrears and debt.

By Graham Scanlon • 5 min read • Last week

Stories from Other Regions

Customer service stories

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 • Yesterday

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 • Yesterday

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 • 2 days ago