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Customer Support stories

Zendesk launches specialised AI agents for commerce
Digital Transformation

Zendesk launches specialised AI agents for commerce

Australian retailers are set to benefit as Zendesk's new tools aim to settle orders, returns and refunds with fewer hand-offs.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Global Stories

Customer Support stories

Are Australian organisations adopting AI faster than they are building workforce capability?
Data Analytics

Are Australian organisations adopting AI faster than they are building workforce capability?

While most firms already use AI tools, many are failing to train staff or tighten governance, widening a costly capability gap.

By Steve Evans • 4 min read • Last week
Flam raises USD $40 million in QED-led funding round
Software-as-a-Service

Flam raises USD $40 million in QED-led funding round

The cash will fund research, product expansion and overseas sales as the San Francisco-based company grows beyond 100 enterprise customers.

By Joseph Gabriel Lagonsin • 3 min read • Last week
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 week
Manitowoc puts customer support front & centre at JDL
Fleet Management

Manitowoc puts customer support front & centre at JDL

French crane owners will see new service tools and extra support as Manitowoc expands its aftersales push at JDL EXPO in France.

By Sofiah Nichole Salivio • 4 min read • Last week
Ecommpay warns AI checkout could exclude vulnerable users
Fintech

Ecommpay warns AI checkout could exclude vulnerable users

More than half of consumers are vulnerable to some degree, raising fears that AI-led checkout could leave many unable to complete payments.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Gallagher Security wins OSPA manufacturer award again
Partner Programmes

Gallagher Security wins OSPA manufacturer award again

The award underlines Gallagher Security's 15% annual R&D spend and growing US push, as customers gain simpler upgrades and support.

By Sean Mitchell • 3 min read • Last week
Catapult uses AI agents to speed up support worldwide
Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • This month
Cloud5 to acquire interTouch CALA in Latin America
Digital Transformation

Cloud5 to acquire interTouch CALA in Latin America

The deal will widen Cloud5's hospitality footprint as hotel groups in Latin America and the Caribbean boost technology spending.

By Sofiah Nichole Salivio • 4 min read • This month
Proxmox launches Canadian arm with 24/7 enterprise support
Virtualisation

Proxmox launches Canadian arm with 24/7 enterprise support

North American customers will get round-the-clock vendor support as Proxmox opens a Kingston subsidiary and extends premium cover from October 19.

By Sofiah Nichole Salivio • 4 min read • This month

Stories from Other Regions

Customer Support stories

SMT names Phil Battle Managing Director for Great Britain
Sustainability

SMT names Phil Battle Managing Director for Great Britain

The construction equipment distributor is reshaping its British leadership as Phil Battle prepares to take over in October after Nick Allen stepped down.

By Sofiah Nichole Salivio • 3 min read • Yesterday
Salesforce unveils Koa CRM reasoning model on NVIDIA
Software-as-a-Service

Salesforce unveils Koa CRM reasoning model on NVIDIA

The model is already being piloted by customers as Salesforce pushes AI deeper into CRM workflows with fewer errors and more control.

By Sean Mitchell • 4 min read • Last week
2degrees wins Canstar small business telecoms award
Customer Experience

2degrees wins Canstar small business telecoms award

Business customers are rewarding simpler billing and support, with 2degrees taking Canstar's small business telecoms prize for a fifth time in six years.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Boston Logan adds AI hologram concierges for travellers
Digital Transformation

Boston Logan adds AI hologram concierges for travellers

Travellers at Boston Logan now have a multilingual AI avatar directing them to gates and baggage claim, easing pressure on airport staff.

By Sofiah Nichole Salivio • 5 min read • Last week
Zendesk launches specialised AI agents for customer service
Digital Transformation

Zendesk launches specialised AI agents for customer service

The new tools could automate up to 80% of service workflows, letting retailers handle orders, returns and refunds without manual handoffs.

By Sofiah Nichole Salivio • 4 min read • Last week
Slalom wins Salesforce award for Pets at Home AI work
Digital Transformation

Slalom wins Salesforce award for Pets at Home AI work

Customer service volumes fell by about 30% on the first day after an AI system went live, while satisfaction stayed above target.

By Sean Mitchell • 4 min read • Last week
UK shoppers prefer reliable retail tech over flashy AI
Digital Transformation

UK shoppers prefer reliable retail tech over flashy AI

UK retailers could miss the mark on digital spending, with shoppers valuing reliable basics such as pricing and returns over flashier AI tools.

By Sofiah Nichole Salivio • 3 min read • This month