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Customer service stories

Australian employers lose work amid staffing shortages
Digital Transformation

Australian employers lose work amid staffing shortages

More than a third of Australian employers have lost customers or cut service quality as hiring gaps force them to turn work away.

By Sean Mitchell • 5 min read • 4 days ago
Sinch partners Coderra on AI messaging for Australia
Software-as-a-Service

Sinch partners Coderra on AI messaging for Australia

Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.

By Sean Mitchell • 3 min read • 5 days ago

Global Stories

Customer service stories

F5 integrates AI Guardrails into MuleSoft Agent Fabric
Software-as-a-Service

F5 integrates AI Guardrails into MuleSoft Agent Fabric

Businesses using AI agents can now inspect prompts and responses inline, as F5's guardrails plug into MuleSoft's Agent Fabric.

By Sean Mitchell • 4 min read • Yesterday
When IT fails in manufacturing, the whole supply chain pays
Software-as-a-Service

When IT fails in manufacturing, the whole supply chain pays

Disrupted systems can quickly delay production, shipments and spare parts, exposing how tightly factory IT now underpins supply chain performance.

By Simon Hayward • 3 min read • Yesterday
Quiq launches Voice Assist for live customer calls
Software-as-a-Service

Quiq launches Voice Assist for live customer calls

The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
6 Industries that need address verification
Customer Relationship Management

6 Industries that need address verification

Bad address data can now trigger missed deliveries, compliance gaps and fraud risks across sectors from retail to healthcare.

By Shivani Pimpili • 5 min read • 2 days ago
Genesys unveils AI tools to orchestrate customer journeys
Software-as-a-Service

Genesys unveils AI tools to orchestrate customer journeys

The shift could help companies manage AI-driven service queries more securely as Genesys adds governance and context across customer journeys.

By Sean Mitchell • 4 min read • 2 days ago
Conexiom launches AI-native Relay for order automation
Software-as-a-Service

Conexiom launches AI-native Relay for order automation

Manufacturers and distributors could cut manual retyping as the system handles messy orders from emails, notes and images, with visibility controls.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Boomi launches AI agent control plane for enterprises
Data Protection

Boomi launches AI agent control plane for enterprises

Enterprises are demanding audit trails and spending controls as AI agents move from pilots into live systems with access to core business data.

By Sean Mitchell • 4 min read • 3 days ago
The AI metric that matters isn't token cost
Digital Transformation

The AI metric that matters isn't token cost

For Australian businesses, the real test of AI is whether it changes decisions, margins or customer outcomes, not how many tokens it uses.

By Nigel Vaz • 4 min read • 5 days ago
Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

Phonely launches Alma voice model for faster calls
Customer Experience

Phonely launches Alma voice model for faster calls

The voice agent market may gain faster, cheaper phone handling as Alma undercuts GPT-4.1 on latency and cost for live calls.

By Sean Mitchell • 3 min read • Today
Indian banks push AI in production, but security bites
Data Protection

Indian banks push AI in production, but security bites

Security and data privacy are slowing wider use, even as 70% of Indian banks and lenders run artificial intelligence in production.

By Karen Joy Bacudo • 5 min read • Yesterday
Blue Machines AI launches Project Icebreaker for BFSI
Data Protection

Blue Machines AI launches Project Icebreaker for BFSI

Five Indian financial firms will get free support to shift AI pilots into live customer-service systems under a new Blue Machines AI programme.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Eltropy summit debates AI at Monterey leadership event
Digital Transformation

Eltropy summit debates AI at Monterey leadership event

More than 90 credit union and community bank leaders weighed AI's efficiency gains against fraud and service risks at Eltropy's summit.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift
Data Protection

Safeguarding, not victim-blaming: why fraud prevention needs a fundamental mindset shift

Victims are being left to fend for themselves as fraud becomes industrialised, with many still blaming themselves after scams.

By Alice Taylor • 3 min read • 4 days ago
Digital Island, RingCentral bring agentic voice AI to NZ
Unified Communications

Digital Island, RingCentral bring agentic voice AI to NZ

New Zealand businesses can now access RingCentral's agentic voice AI through Digital Island, easing deployment and support for local customers.

By Sean Mitchell • 4 min read • 4 days ago