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Customer service Stories - Page 2

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Customer service stories

Klaviyo launches Custom Skills for Customer Agent AI tool
Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Brands can now tailor automated service to their own rules as Klaviyo opens its Customer Agent AI tool to custom functions and integrations.

By Sean Mitchell • 4 min read • 6 days ago
'Self-learning' AI big boon for Qualtrics' CX
Unified Communications

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

Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.

By David Shilovsky • 5 min read • Last week
Most firms using AI see little business value, survey
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
Cequence launches agent controls for enterprise AI
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
Banks struggle to move AI pilots beyond test stage
Digital Transformation

Banks struggle to move AI pilots beyond test stage

Poor data, ageing systems and tight regulation are leaving most bank AI projects stuck in pilots, despite heavy investment in the technology.

By Karen Joy Bacudo • 5 min read • Last week
eCommerce AI spending rises as leaders fear readiness gap
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
Telecoms warned against rushing AI rollouts, survey finds
Network Infrastructure

Telecoms warned against rushing AI rollouts, survey finds

Telecom operators risk stranded pilots if they put AI live too quickly, with 43% of professionals citing rushed rollouts as the biggest mistake.

By Sean Mitchell • 4 min read • Last week
Why frontline mobility is becoming an operational intelligence layer
Digital Transformation

Why frontline mobility is becoming an operational intelligence layer

Frontline device outages are costing logistics and healthcare teams hours a month, pushing mobility from support tool to data source.

By Michael Dyson • 4 min read • Last week
SAS launches AI Navigator for governance oversight
Digital Transformation

SAS launches AI Navigator for governance oversight

Businesses face rising compliance and security risks as SAS adds a single governance layer for AI models and agents across their life cycle.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Vodafone & Google Cloud launch AI & security tools
Unified Communications

Vodafone & Google Cloud launch AI & security tools

Small firms in Germany and Greece are first in line for Vodafone Business’s new Google Cloud-backed AI concierge and cyber defence tools.

By Mark Tarre • 3 min read • Last month

Stories from Other Regions

Customer service stories

Australia privacy week urges better complaint handling
Data Protection

Australia privacy week urges better complaint handling

Only 9% of complainants were satisfied as Australia’s privacy regulator said poor resolution is eroding public trust in data handlers.

By Mark Tarre • 4 min read • 6 days ago
Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.

By Richard Hall • 4 min read • Last week
Retail tops Australia’s customer service contacts
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
NAB creates first AI Science team, appoints George Mathews
Robotics

NAB creates first AI Science team, appoints George Mathews

The bank is formalising its AI push with specialist in-house skills to build and test systems safely for customer use.

By Mark Tarre • 4 min read • Last week
Loop launches AI suite to cut retailer returns costs
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
UK finance staff use generative AI daily, survey finds
Digital Transformation

UK finance staff use generative AI daily, survey finds

Compliance teams face new blind spots as 61% of UK financial services and insurance staff use generative AI daily, a survey found.

By Karen Joy Bacudo • 3 min read • Last week
Home Depot rolls out AI voice agents across US stores
Unified Communications

Home Depot rolls out AI voice agents across US stores

Callers will reach help faster at the retailer as AI now handles routine queries and service requests in US stores, while staff focus on shoppers.

By Sean Mitchell • 3 min read • Last month
Macy's launches AI shopping assistant on website & app
DevOps

Macy's launches AI shopping assistant on website & app

Shoppers can now get tailored product advice online as the retailer’s new tool expands from beta to all users after brisk testing.

By Mark Tarre • 4 min read • Last month