Customer service Stories - Page 2

Australian Stories

Customer service stories

Australian SMEs warned of hidden AI costs as agents spread

Australian small firms could face bill shock as AI agents turn chatbot use into a recurring operating expense, analysts warn.

By Karen Joy Bacudo • 5 min read • Last week

Risk & Compliance

Australian workers mistrust AI as errors hit workplaces

Almost all staff want human oversight after a survey found AI mistakes at work have already triggered customer service, operational and reputational damage.

By Mara Sugue • 5 min read • This month

Customer Experience

Meta & NiCE back AI agent protocol for customer service

Customer service teams may face higher volumes as the standard lets personal AI agents sign in, verify users and act for them.

By Raphael Veloso • 5 min read • This month

Global Stories

Customer service stories

Data sovereignty

Australian CIOs blamed when AI agents make mistakes

In larger firms, 78% of Australian CIOs said they are personally on the hook when an AI agent fails, survey results show.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Data sovereignty

Julia to open Paris forum on fragmented AI in travel

Travel leaders in Paris will test whether AI tools can work across rival regional systems as Europe's adoption gap widens.

By Sofiah Nichole Salivio • 4 min read • Last week

Hybrid Cloud

CaixaBank deepens Google Cloud deal to boost AI use

The extended pact will help Spain's biggest digital bank roll out AI tools for staff and customer services while tightening data and security controls.

By Karen Joy Bacudo • 4 min read • Last week

Data Analytics

Sapiens names Maroun Mourad North America Chief Executive

The hire comes as North American insurers face pressure to speed up underwriting and claims while improving compliance and customer service.

By Sofiah Nichole Salivio • 3 min read • This month

Document Management

Vection signs five-year reciprocal reseller deal with Xerox

Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.

By Joseph Gabriel Lagonsin • 3 min read • This month

Digital Transformation

Customer Science names Johnstone Australian Chief Executive

The split leadership structure aims to keep Australian clients supported while Customer Science pushes into North America and broader overseas markets.

By Joseph Gabriel Lagonsin • 3 min read • This month

Generative AI

Barclays expands Anthropic's Claude across bank operations

The bank aims to speed up customer support and software work as Claude is rolled out across operations, with strict oversight still in place.

By Karen Joy Bacudo • 4 min read • This month

Software-as-a-Service

OpenAI launches dots, always-on AI agents for work

The new service lets users delegate ongoing work to persistent agents that can act across apps, raising fresh privacy and control questions.

By Mara Sugue • 4 min read • This month

Stories from Other Regions

Customer service stories

Manufacturing

Women in UK manufacturing most exposed to generative AI

Women hold 63.4% of the jobs most exposed to generative AI in UK manufacturing, raising fears the technology could widen workplace inequality.

By Sofiah Nichole Salivio • 5 min read • Last week

Customer Experience

Loops raises USD $3.5 million for commerce AI push

The start-up says the cash will fund product development and global expansion as retailers seek to replace fragmented AI tools with one system.

By Sofiah Nichole Salivio • 4 min read • Last week

Customer Experience

UK shoppers say retailers have blind spots in stores

Customer frustration is rising as 55% of shoppers say shops lack full visibility across their premises, risking abandoned sales and lost loyalty.

By Mara Sugue • 3 min read • Last week

Customer Relationship Management

Zoho Canada expands vertical approach in municipal government

Zoho Canada's Gary Yorke says municipalities need departments to share a directory and data infrastructure to make AI work for residents.

By Jake MacAndrew • 4 min read • This month

Risk & Compliance

Backbase launches conversational banking for banks

Banks using the new software can resolve routine requests in chat or by voice, while keeping tighter control over approvals and audits.

By Karen Joy Bacudo • 4 min read • This month

Risk & Compliance

Dataiku launches agent management amid UK oversight gap

More than half of British Chief Information Officers have already seen an AI agent breach policy, underlining a growing governance gap for enterprises.

By Joseph Gabriel Lagonsin • 4 min read • This month