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Customer service Stories

Australian Stories

Customer service stories

AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Today
Otto & Restoke join forces on restaurant AI ordering
Digital Transformation

Otto & Restoke join forces on restaurant AI ordering

The deal should help restaurants steer phone orders towards higher-margin dishes while easing pressure on staff and margins.

By Mark Tarre • 5 min read • 2 days ago
Australian businesses turn to Revenue-as-a-Service
Software-as-a-Service

Australian businesses turn to Revenue-as-a-Service

With hiring tight and costs rising, firms are outsourcing sales and customer retention to lift revenue without adding permanent headcount.

By Karen Joy Bacudo • 4 min read • 2 days ago

Global Stories

Customer service stories

Intelligent flexible Payments: A new approach to reducing preventable debt
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 • Today
AirHelp launches AI flight compensation checker on ChatGPT
Artificial Intelligence

AirHelp launches AI flight compensation checker on ChatGPT

Travellers could recover up to EUR 600 for disrupted journeys as AirHelp embeds a compensation checker inside ChatGPT and Claude.

By Sofiah Nichole Salivio • 3 min read • Yesterday
8x8 adds Krisp voice AI tools to contact centre suite
Unified Communications

8x8 adds Krisp voice AI tools to contact centre suite

Cleaner audio and multilingual support should help 8x8 customers improve call quality as remote and cross-border support grows more common.

By Sean Mitchell • 3 min read • 2 days ago
Google buys Spirit data for AI training, say executives
Data Protection

Google buys Spirit data for AI training, say executives

The sale has spotlighted a new class of AI training assets, with customer-service records now valued at more than USD $10 million.

By Mark Tarre • 5 min read • 2 days ago
Ui Ai launches Amica digital employee for customer service
Software-as-a-Service

Ui Ai launches Amica digital employee for customer service

Businesses facing staffing pressures may use Ui Ai's Amica to handle customer queries, orders and leads around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

Speedy Services launches AI academy with Multiverse
Digital Transformation

Speedy Services launches AI academy with Multiverse

The 13-month scheme aims to cut revenue leakage by 50% by automating admin and freeing depot staff for customer advice.

By Sean Mitchell • 4 min read • Yesterday
HM Land Registry picks Route 101 for cloud contact centre
Software-as-a-Service

HM Land Registry picks Route 101 for cloud contact centre

Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.

By Sean Mitchell • 4 min read • Yesterday
NatWest launches Be My Eyes pilot for blind customers
Data Protection

NatWest launches Be My Eyes pilot for blind customers

Blind and low-vision customers will be able to complete routine banking tasks by video call without visiting a branch, as NatWest tests the service.

By Karen Joy Bacudo • 3 min read • Yesterday
Navex expands Nira AI assistant into customer support
Software-as-a-Service

Navex expands Nira AI assistant into customer support

Customers can now get faster help in more than 50 languages as NAVEX brings its Nira assistant into support and case creation.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Bovonic sales jump 50% as QuadSense expands overseas
Agricultural Technology

Bovonic sales jump 50% as QuadSense expands overseas

Sales of QuadSense climbed more than 50 per cent in New Zealand as Bovonic prepares to scale the mastitis system in the UK and Ireland.

By Sean Mitchell • 4 min read • Last week
UK manufacturers see AI as key to customer loyalty
Customer Relationship Management

UK manufacturers see AI as key to customer loyalty

Cybersecurity fears remain a key hurdle as most UK manufacturers race to use AI to improve service, fulfilment and retention.

By Sofiah Nichole Salivio • 4 min read • Last week
Blue Machines AI launches Floe for Indian customer chats
Fintech

Blue Machines AI launches Floe for Indian customer chats

The model aims to stop Indian customer-service bots from switching languages unnecessarily, reducing friction in live voice and chat exchanges.

By Mark Tarre • 4 min read • Last week
Kore.ai wins Leader nods in five enterprise AI reviews
Software-as-a-Service

Kore.ai wins Leader nods in five enterprise AI reviews

Enterprise buyers are weighing governance and auditability more heavily as the AI vendor secures top marks across five analyst categories.

By Mark Tarre • 4 min read • Last week
Kiwibank posts $174m profit as lending & deposits grow
Fintech

Kiwibank posts $174m profit as lending & deposits grow

Earnings fell as lower margins squeezed Kiwibank, even though home loans and deposits climbed faster than those of bigger rivals.

By Karen Joy Bacudo • 4 min read • Last week