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Customer service Stories - Page 13

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Customer service stories

Minor Hotels unveils global AI platform with Google
Unified Communications

Minor Hotels unveils global AI platform with Google

The hotel group expects the new system to unify guest data and privacy controls across 640 properties, with full rollout due in 2026.

By Mark Tarre • 5 min read • Fri, 10th Apr 2026
Oracle launches agentic apps across Fusion Cloud suite
Customer Relationship Management

Oracle launches agentic apps across Fusion Cloud suite

The rollout pushes Oracle deeper into AI-driven automation, as the new tools aim to cut manual hand-offs across finance, HR, supply chain and CX.

By Mark Tarre • 5 min read • Fri, 10th Apr 2026
Twilio survey finds conversational AI adoption gap widens
Unified Communications

Twilio survey finds conversational AI adoption gap widens

Direct use is boosting trust in conversational AI, with 82% of active users reporting measurable value and many still wary of deployment costs.

By Shannon Williams • 3 min read • Thu, 9th Apr 2026
MYOB & Microsoft strike AI deal for small businesses
Data Analytics

MYOB & Microsoft strike AI deal for small businesses

The deal could cut admin and speed up decisions for more than one million businesses across Australia and New Zealand.

By Karen Joy Bacudo • 4 min read • Wed, 8th Apr 2026
Celerity acquires Ranger4 in automation & AI push
Data Protection

Celerity acquires Ranger4 in automation & AI push

The deal broadens Celerity’s hybrid cloud offer with IBM-linked automation and AI services, aiming to cut costs and lift performance for clients.

By Joseph Gabriel Lagonsin • 3 min read • Tue, 7th Apr 2026
Infobip embeds AI across operations at DevDays 2026
Unified Communications

Infobip embeds AI across operations at DevDays 2026

AI is now being woven into product development and internal workflows as the cloud communications group marks 20 years in business.

By Sean Mitchell • 4 min read • Mon, 6th Apr 2026
Flip appoints Amy McDonnell and Lee Nadler to C-suite roles
Digital Transformation

Flip appoints Amy McDonnell and Lee Nadler to C-suite roles

The voice AI company is scaling after fresh funding, as new executives aim to deepen ties with enterprise clients across retail and healthcare.

By Mark Tarre • 4 min read • Sat, 4th Apr 2026

Stories from Other Regions

Customer service stories

ABBYY & Tecala launch end-to-end document workflow tool
Digital Transformation

ABBYY & Tecala launch end-to-end document workflow tool

Manual intervention after document capture is a costly bottleneck for AP and claims teams, which the new tool aims to remove.

By Catherine Knowles • 4 min read • Fri, 10th Apr 2026
Why robust AI governance is key to building trust in agentic AI systems in FY2027
Digital Transformation

Why robust AI governance is key to building trust in agentic AI systems in FY2027

Poor governance could expose Australian firms to legal, reputational and operational risks as they deploy autonomous AI agents at scale.

By Sreeni Unnamatla • 4 min read • Thu, 9th Apr 2026
Australia map shows AI risk for clerks & telemarketers
Unified Communications

Australia map shows AI risk for clerks & telemarketers

Clerks and telemarketers are among 417,000 workers facing the highest AI displacement risk, according to a new Australian occupations map.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 9th Apr 2026
ServiceNow study flags empathy gap in customer service
Digital Transformation

ServiceNow study flags empathy gap in customer service

Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.

By Sofiah Nichole Salivio • 4 min read • Thu, 9th Apr 2026
Parcelhero adds AI support chat for round-the-clock help
Unified Communications

Parcelhero adds AI support chat for round-the-clock help

Customers can now get round-the-clock parcel help as the courier comparison site blends an AI chatbot with live agents and unified case tracking.

By Sofiah Nichole Salivio • 4 min read • Wed, 8th Apr 2026
Sprinklr adds AI copilots & controls in Spring '26 update
Unified Communications

Sprinklr adds AI copilots & controls in Spring '26 update

Enterprises using the platform will be able to test and monitor AI agents more closely as Sprinklr broadens automation across service, marketing and insights.

By Sean Mitchell • 4 min read • Wed, 8th Apr 2026
Genesis Energy completes four-month systems overhaul
DevOps

Genesis Energy completes four-month systems overhaul

Thousands of Genesis Energy customers should see faster billing and better service after a compressed four-month overhaul of core systems.

By Joseph Gabriel Lagonsin • 3 min read • Wed, 8th Apr 2026
US SMBs use AI mainly for data analysis, schedules
Data Analytics

US SMBs use AI mainly for data analysis, schedules

Smaller firms are using artificial intelligence to cut admin time, with data analysis and scheduling topping the list of practical tasks.

By Sofiah Nichole Salivio • 3 min read • Wed, 8th Apr 2026
Climb names Mike Holt as Ireland Territory Manager
Storage

Climb names Mike Holt as Ireland Territory Manager

The hire signals a push to deepen partner ties in Ireland as AI and digital transformation reshape demand for technology distributors.

By Sofiah Nichole Salivio • 3 min read • Tue, 7th Apr 2026
ServiceNow warns of Ireland's 284 million-hour service gap
Customer Relationship Management

ServiceNow warns of Ireland's 284 million-hour service gap

Irish consumers are losing 284 million hours a year to poor service, as weak systems and low empathy leave firms at risk of defections.

By Sean Mitchell • 4 min read • Fri, 3rd Apr 2026