Customer service stories - Page 14

AI is set to handle 60% of Australian customer queries by 2027, up from 31%, transforming service operations and boosting business efficiency.

Cloudbeds partners with Hopper to offer independent hotels Cancel for Any Reason, boosting guest flexibility and new revenue streams through direct bookings.

Pacsun has launched a unified point of sale system in 300+ stores, boosting order fulfilment by 40% and cutting logistics costs by 25%.

Kore.ai integrates its AI agents into Microsoft 365 suite, enabling secure automation across Word, Teams, and Outlook for enterprise productivity.

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Seventy-six percent of Australian banks use AI, leading in Asia-Pacific, but trust and regulation remain key hurdles for wider adoption.

Rising digital disruptions in Australia's travel sector have increased passenger anxiety, with 77% fearing delays or being stranded during peak season.

Capco joins OpenAI's Beta Services Partner Programme, gaining early access to AI tech to enhance financial and energy sector services globally.

Ant International partners with TNG Digital and easypaisa to launch AI-driven customer service, enhancing efficiency and security in Asian digital banking.

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

Financial firms are embracing AI with a focus on trust, using it to enhance customer service and support staff, not cut jobs, amid growing governance concerns.

Infosys has launched an AI-First GCC Model to help global firms transform their capability centres into scalable, AI-enabled hubs across diverse industries.

Customer Science achieved 53% revenue growth to AUD $12.15 million, earning a spot on The Australian Financial Review Fast 100 for the second consecutive year.

Teachers Mutual Bank has sped up identity checks from three days to under a minute by upgrading to Boomi's real-time integration platform, enhancing member experience.

Volgren has adopted SugarCRM's AI-powered platform to enhance sales efficiency, forecasting accuracy, and customer service across its bus manufacturing operations.

Research reveals many small businesses in Australia, the UK and US are cautious about AI, despite growing confidence and benefits like time savings.

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Fusion5 is a global finalist for the 2025 Microsoft Dynamics 365 Service Partner of the Year Award, recognised for rapid AI-driven customer service solutions.

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.