Customer service stories - Page 18

Calabrio unveils Workforce Intelligence, an AI-powered platform enhancing contact centre operations with real-time adaptability and improved agent performance.

RingCentral will launch AI-enabled workforce management tools for its RingCX platform in Australia by year-end following its CommunityWFM acquisition.

FourKites has earned the second-highest usability ranking in the Nucleus Research 2025 Control Tower Value Matrix for its AI-powered supply chain platform.

NiCE has topped the 2025 Gartner Magic Quadrant for CCaaS, leading in both Ability to Execute and Completeness of Vision for the first time.

Superdry has upgraded its global retail operations with Cegid's AI platform to boost efficiency, cut admin, and support staff across its UK, European and US stores.

NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.

Research reveals Australian consumers prefer human customer service, with only 28% comfortable engaging with AI-powered support, citing trust and accuracy concerns.

APRA AMCOS partners with EY and Microsoft to launch Dynamics 365, streamlining music licensing across Australia and New Zealand for 124,000 creators.

Accor chooses Oracle's OPERA Cloud to unify hotel management globally, enhancing guest experience and streamlining operations across 110+ countries.

Over half of executives report deploying AI agents, driving business growth and ROI in areas like customer service and marketing, finds a Google Cloud study.

Over a third of Australian businesses use AI chat tools for customer service, with another 39% planning adoption to boost satisfaction and accessibility.

AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.

APAC enterprises plan to boost AI and GenAI spending to USD $23.9bn by 2025, driven by growing adoption and strategic partnerships amidst talent and integration challenges.

Appian has appointed Scott Van Valkenburgh as Senior VP to lead global partnerships, aiming to expand its AI-powered automation platform adoption worldwide.

Webjet has teamed up with AWS and Microsoft to create AI travel solutions, enhancing customer service and personalised trip planning by 2024.

Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.

New research reveals Australians prioritise data privacy and AI personalisation in online shopping, seeking better service and seamless digital experiences.

Australian banks invest heavily in AI but struggle to realise value amid complex compliance, fragmented data, and rising customer trust concerns, experts say.

Klearcom's AI-powered platform now automates United World Telecom's global number testing, boosting service reliability across 100+ countries and time zones.

Vineet Khanna, ex-Nestlé SVP, joins FourKites' Strategic Advisory Council to advance AI-driven global supply chain innovation and sustainability.