Customer service Stories - Page 2

Global Stories

Customer service stories

TD Insurance launches first AI chatbot for clients

TD Insurance rolls out client-facing AI chatbot for home and auto queries, aiming to speed answers and widen digital service access.

By Joseph Gabriel Lagonsin • 4 min read • 6 days ago

Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Klaviyo adds Custom Skills to Customer Agent, letting brands tailor AI service workflows for returns, bookings and gifting.

By Sean Mitchell • 4 min read • 6 days ago

Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Qualtrics says AI is helping businesses cut churn, boost revenue and uncover richer customer feedback by analysing calls and surveys.

By David Shilovsky • 5 min read • Last week

DevOps

Most firms using AI see little business value, survey

Most organisations are still seeing AI deliver productivity gains rather than revenue, as legacy systems and poor data hinder wider returns.

By Sean Mitchell • 4 min read • Last week

Data Protection

Cequence launches agent controls for enterprise AI

The release aims to curb a growing security risk as enterprises let autonomous agents into internal apps with broad human-style access.

By Shannon Williams • 4 min read • Last week

Digital Transformation

Banks struggle to move AI pilots beyond test stage

Banks are hitting old systems, poor data and regulatory hurdles as AI pilots stall, with most projects still stuck in test mode.

By Karen Joy Bacudo • 5 min read • Last week

Data Protection

eCommerce AI spending rises as leaders fear readiness gap

Despite higher budgets, 73% of eCommerce leaders say their firms are not ready for wider AI use, survey data show.

By Shannon Williams • 4 min read • Last week

Network Infrastructure

Telecoms warned against rushing AI rollouts, survey finds

Telecoms risk misfiring on AI if they focus on rapid deployment over redesigning workflows, governance and data readiness, survey finds.

By Sean Mitchell • 4 min read • Last week

Digital Transformation

Why frontline mobility is becoming an operational intelligence layer

Frontline mobile devices are emerging as a data-rich operational layer in retail, transport, logistics and healthcare, helping firms cut downtime.

By Michael Dyson • 4 min read • Last week

Digital Transformation

SAS launches AI Navigator for governance oversight

SAS has unveiled AI Navigator, a governance service that gives organisations a single view of AI models and agents as scrutiny intensifies.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Unified Communications

Vodafone & Google Cloud launch AI & security tools

Vodafone and Google Cloud widen their SMB push with new Gemini-based concierge and managed cyber defences, starting in Germany and Greece.

By Mark Tarre • 3 min read • Last month

Stories from Other Regions

Customer service stories

Data Analytics

Transport & storage firms boost AI use by 11 points

Most firms still avoid the technology, but adoption in UK transport and storage has jumped to 27.1%, according to ONS data.

By Sean Mitchell • 6 min read • 6 days ago

Data Protection

Australia privacy week urges better complaint handling

Australia's Privacy Commissioner urges organisations to overhaul complaint handling as survey data shows most frustrated Australians never speak up.

By Mark Tarre • 4 min read • 6 days ago

Unified Communications

Turning practical AI use cases into measurable impact

AI is cutting contact-centre admin, spotting demand spikes and guiding agents in real time, helping firms lift service without losing the human touch.

By Richard Hall • 4 min read • Last week

Unified Communications

Retail tops Australia’s customer service contacts

Poor service is driving customers away, with 45% of Australians saying one bad retail interaction would make them avoid a retailer.

By Kaleah Salmon • 4 min read • Last week

Robotics

NAB creates first AI Science team, appoints George Mathews

NAB taps George Mathews to head its first AI Science team, as the bank builds in-house expertise to safely scale new digital tools.

By Mark Tarre • 4 min read • Last week

Software-as-a-Service

Loop launches AI suite to cut retailer returns costs

Retailers could trim refunds, service queries and fraud losses as the new suite uses data from 200 million shoppers to automate post-purchase changes.

By Sean Mitchell • 4 min read • Last week