Customer service stories - Page 8

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Wesfarmers has struck a multi-year deal with Google Cloud to deploy agentic AI across Kmart, Officeworks, Priceline and OnePass stores.

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.

Infobip upgrades its WhatsApp Marketing Messages API with optimisation tools that lift delivery rates and boost ROI by over 60%.

Trans-Tasman small firms are upbeat and boosting tech and marketing, yet consumers report patchy service and missing digital basics.

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

Australian organisations are moving past AI hype, demanding tools that simplify daily work, scale across teams and prove practical value.

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.

ANZ deploys AI-powered Salesforce CRM across business bank, promising faster service, streamlined workflows and time savings for frontline staff.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

Prism Sound taps Amber Technology to distribute its full pro audio range and bolster local support across Australia and New Zealand.

Security, privacy and data protection will command the biggest tech spend for Australian retail SMBs in 2026, ahead of AI and global growth.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.