Customer service Stories - Page 56

Global Stories

Customer service stories

Pegasystems launches AI-enhanced solution for bank disputes

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

By Melania Watson • 3 min read • Thu, 12th Dec 2024

Robotic Process Automation

Pegasystems unveils AI-driven Pega Smart Investigate update

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

By Melania Watson • 3 min read • Thu, 12th Dec 2024

Digital Transformation

OutSystems leaders predict AI trends & challenges by 2025

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

By Shannon Williams • 3 min read • Thu, 12th Dec 2024

Customer Experience

Suncorp partners with Microsoft to harness AI & cloud tech

Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.

By Catherine Knowles • 3 min read • Wed, 11th Dec 2024

Data Analytics

Zendesk appoints Shashi Upadhyay as AI strategy leader

Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

By Imee Dequito • 2 min read • Wed, 11th Dec 2024

Unified Communications

Australian report shows shift to AI in customer service

Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.

By Sean Mitchell • 3 min read • Mon, 9th Dec 2024

Unified Communications

Optus & NICE upgrade Great Southern Bank call centres

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

By Catherine Knowles • 3 min read • Thu, 5th Dec 2024

Unified Communications

NICE CXone platform sees 80% increase in interactions

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024

Semiconductors

Integrity360 acquires Adsigo to expand DACH region presence

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.

By Sean Mitchell • 3 min read • Thu, 5th Dec 2024

Data Analytics

Enhancing customer service through AI-powered personalisation

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

By Emily Bristow • 7 min read • Wed, 4th Dec 2024

Digital Transformation

Generative AI to become enterprise cornerstone by 2025

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

By Shannon Williams • 3 min read • Tue, 3rd Dec 2024

Physical Security

Responsible AI: Managing ethical and regulatory risks while using AI to accelerate growth

AI is projected to boost Australia's economy by 40% and add AUD $600 billion by 2030, yet concerns over data privacy and ethical risks are rising.

By Shreshta Shyamsundar • 4 min read • Tue, 3rd Dec 2024

Stories from Other Regions

Customer service stories

Data Fabric

Australian energy firms face data challenges despite digital tools

Research by Appian shows that despite digital adoption, 78% of Australian energy firms struggle with data accessibility, risking operational efficiency.

By Sean Mitchell • 3 min read • Thu, 12th Dec 2024

Customer service

Qantas renews distribution agreement with Sabre

Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.

By Kaleah Salmon • 2 min read • Wed, 11th Dec 2024

Clean technologies

Uber Direct partners with Grozeo for rapid delivery service

Uber Direct has teamed up with Grozeo to offer small and medium retailers rapid delivery services, enabling faster item delivery within two hours.

By Sean Mitchell • 2 min read • Tue, 10th Dec 2024

Firewalls

Kao Data & CBRE partner for data centre management

Kao Data has appointed CBRE to manage its facilities across Europe, enhancing operational efficiency and support for its expanding data centre portfolio.

By Catherine Knowles • 3 min read • Thu, 5th Dec 2024

Marketing Technologies

Trust & AI in shopping: New Zealand consumers' views

Salesforce's report reveals New Zealand consumers are increasingly willing to embrace AI in shopping, despite a sharp decline in trust towards companies.

By Kaleah Salmon • 2 min read • Mon, 2nd Dec 2024

EduTech

Angela Robinson named country MD for Australia at Publicis

Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.

By Imee Dequito • 3 min read • Mon, 2nd Dec 2024