Customer service Stories - Page 52

Australian Stories

Customer service stories

AI chatbots in Australia need human touch for empathy

Australian firms are increasingly using AI chatbots for customer service, but experts warn that technology lacks the emotional intelligence of human agents.

By Shannon Williams • 3 min read • Thu, 7th Nov 2024

Private Cloud

Sovereign Cloud rebrands to AUCyber, launching AUCloud

Sovereign Cloud has rebranded to AUCyber, launching AUCloud and AUCyber to meet Australia's evolving digital and security needs.

By Kaleah Salmon • 2 min read • Fri, 1st Nov 2024

Customer Experience

Australian banks missing growth opportunity with SMEs

A new report reveals Australian banks are missing out on opportunities with SMEs, as only 40% of customers feel positive about their banking providers.

By Melania Watson • 3 min read • Wed, 30th Oct 2024

Global Stories

Customer service stories

Digital Transformation

Australian employers prioritise basic over advanced digital skills

A new Indeed analysis reveals that 11.6% of Australian job postings prioritise basic digital skills, overshadowing AI expertise at just 2.2%.

By Shannon Williams • 3 min read • Tue, 5th Nov 2024

Customer Experience

Salesforce unveils Agentforce to revolutionise AI agents

Salesforce has unveiled Agentforce, a groundbreaking AI platform enabling businesses to deploy autonomous agents for enhanced efficiency and customer satisfaction.

By Kaleah Salmon • 4 min read • Tue, 5th Nov 2024

Digital Transformation

Nearly half find AI helpful for customer service: study

Nearly half of consumers find AI chatbots helpful for customer service, with 48% noting improved experiences, a new study reveals.

By Shannon Williams • 3 min read • Fri, 1st Nov 2024

Customer Experience

TrueDialog unveils SMS app for Salesforce Marketing Cloud

TrueDialog has launched its SMS application for Salesforce Marketing Cloud Engagement, enhancing SMS integration across the Salesforce ecosystem.

By Kaleah Salmon • 2 min read • Fri, 1st Nov 2024

Digital Transformation

Celonis reveals AgentC to enhance AI with process insight

Celonis has launched AgentC, a suite of AI agents enhanced with process intelligence, aimed at streamlining enterprise applications and boosting efficiency.

By Melania Watson • 3 min read • Thu, 24th Oct 2024

Digital Transformation

ServiceNow & Rimini Street partner for ERP modernisation

ServiceNow and Rimini Street have teamed up to modernise ERP systems with an AI solution, promising cost-effective upgrades and enhanced innovation.

By Imee Dequito • 3 min read • Thu, 24th Oct 2024

Unified Communications

ABB's Stuart Thompson wins Future of Field Service award

Stuart Thompson of ABB Electrification Service has won a Future of Field Service 2024 Stand Out 50 Award for transforming the business into a USD $1.1 billion success.

By Kaleah Salmon • 2 min read • Thu, 24th Oct 2024

Unified Communications

Freshworks launches Freddy AI agents for swift deployment

Freshworks has launched its Freddy AI Agent, promising rapid, no-code deployment within 30 minutes, aimed at enhancing customer service for midmarket firms.

By Sean Mitchell • 3 min read • Thu, 24th Oct 2024

Generative AI

Asia Pacific sees AI investment surge to USD $45 billion in 2024

New research reveals 43% of organisations in the Asia Pacific plan to boost AI investments by over 20% next year, highlighting a strategic divide.

By Sean Mitchell • 4 min read • Wed, 23rd Oct 2024

Customer Experience

Barriers hinder MarTech's role in fostering customer trust

A report reveals that 91% of marketing professionals believe customer trust is vital, yet barriers prevent MarTech from fully enhancing that trust.

By Catherine Knowles • 3 min read • Thu, 17th Oct 2024

Stories from Other Regions

Customer service stories

IT services

Softsource vBridge acquires TLC to form major IT group

Softsource vBridge has acquired The Laptop Company in a bid to form one of New Zealand's largest privately-owned IT groups, boosting service capabilities.

By Kaleah Salmon • 3 min read • Mon, 11th Nov 2024

Unified Communications

Royal Holloway partners with IPI for Clearing support

IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.

By Catherine Knowles • 3 min read • Thu, 7th Nov 2024

Digital Transformation

HCLTech partners with Tasman District for digital upgrade

HCLTech will assist Tasman District Council in New Zealand with its Digital Innovation Programme to enhance online interactions for residents and staff.

By Imee Dequito • 2 min read • Thu, 7th Nov 2024

Unified Communications

NICE launches AI-powered CXone Mpower SmartSpeak tool

NICE has launched CXone Mpower SmartSpeak, an AI-driven solution aiming to eliminate language barriers and enhance global communication.

By Melania Watson • 2 min read • Thu, 7th Nov 2024

Digital Transformation

FUJIFILM Business Innovation NZ wins Partner of the Year

FUJIFILM Business Innovation New Zealand has been awarded 'Partner of the Year' at the 2024 Esker Impact Awards for a decade of transformative automation support.

By Melania Watson • 3 min read • Tue, 5th Nov 2024