Customer service Stories - Page 2

By Mark Tarre • 4 min read • Last week

Infobip RCS traffic surges 169% as US leads growth

Brands are moving beyond SMS, as Infobip's RCS traffic jumped 169.3% in the first half, with US interactions up 1,298.8%.

Algolia adds guardrails for fashion AI shopping tools

Fashion retailers can now curb costly AI shopping errors as Algolia adds guardrails tied to live stock, prices and business rules.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Daon wins patent for real-time AI agent authorisation

Banks and insurers could soon grant AI agents narrower, time-limited access to sensitive systems under Daon's new patent.

By Mark Tarre • 4 min read • Last week

DXC joins ElevenLabs funding round in voice AI push

The deal gives DXC access to ElevenLabs' voice AI as enterprises race to automate customer service and internal workflows.

By Sofiah Nichole Salivio • 4 min read • Last week

G2A launches AI support agent called Dave for sellers

The rollout should ease support bottlenecks for sellers as the tool handles surges in game-release enquiries across 180 countries.

By Sofiah Nichole Salivio • 3 min read • Last week

G2A rolls out AI support agent Dave to sellers worldwide

Sellers on G2A's marketplace can now handle support surges more quickly as the AI tool has cut human intervention on cases by up to 30%.

Stories from Other Regions

Customer service stories

Customer Experience

Shoppers say stores lag AI-speed expectations in survey

Younger shoppers are driving concern that physical stores cannot match the real-time service and stock management now expected online.

By Joseph Gabriel Lagonsin • 3 min read • Last week

By Karen Joy Bacudo • 4 min read • Last week

Servicely says AI cuts finance billing time by 92%

Back-office billing is emerging as an early AI win for finance teams, with one Servicely customer cutting invoice prep time by 92%.

AI adoption rises in UK without widespread job losses

Most UK employers are retraining staff rather than cutting posts, as AI adoption rises to 35% among businesses with 10 or more employees.

By Karen Joy Bacudo • 4 min read • Last week

Adyen report finds Singapore shoppers split by age

Younger Singaporeans are driving higher retail spend, while payment errors and AI adoption are reshaping how retailers compete.

By Joseph Gabriel Lagonsin • 4 min read • Last week

New Zealanders worry about AI's environmental impact

A growing share of consumers want businesses to prove AI is powered responsibly, with younger New Zealanders most worried about its environmental costs.

By Sofiah Nichole Salivio • 3 min read • Last week

Zingtree appoints Venkat Iyer as Chief Technology Officer

The hire is aimed at accelerating AI product development and strengthening governance as Zingtree targets regulated customer service operations.

DBS adds agentic AI to virtual assistants for customers

Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.

By Sean Mitchell • 5 min read • Last week

Babeltext expands translation platform to 249 languages

The Sydney-based firm says the upgrade could help agencies handle routine multilingual enquiries faster, while keeping humans in the loop.

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Jake MacAndrew • 3 min read • Last week

Ottawa opens AI transparency consultation on labelling

Canadians could soon get clearer warnings on chatbots and synthetic content as Ottawa weighs rules to track serious AI incidents and agentic tools.