Customer service Stories - Page 4

Canadian Stories

Customer service stories

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.

By Jake MacAndrew • 3 min read • Last month

Customer Experience

Human analysts still handle 46% of brand interactions

Brands are still relying on people for nearly half of social interactions, highlighting the limits of automation in customer-facing moderation and replies.

By Sean Mitchell • 4 min read • Last month

Global Stories

Customer service stories

Software-as-a-Service

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%.

By Sofiah Nichole Salivio • 3 min read • Last month

Software-as-a-Service

DevRev launches Voice AI for customer support calls

Pressure is mounting on support teams to show AI results, as DevRev ties live calls to the records needed to solve queries.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Hybrid Cloud

Google Cloud says most need upgrades for agentic AI

Most enterprises will need costly infrastructure changes before agentic AI can move from pilots to production, Google Cloud research says.

By Mark Tarre • 4 min read • Last month

Software-as-a-Service

DevRev launches Voice AI for customer support calls

The rollout puts pressure on support teams to resolve calls without losing context, as rivals race to turn voice from routing tool into action.

By Mark Tarre • 4 min read • Last month

Software-as-a-Service

Kore.ai appoints two chiefs to drive enterprise AI growth

The restructure puts sales and customer delivery under new leaders as enterprise buyers demand stronger governance, support and reliability from AI agents.

By Mark Tarre • 4 min read • Last month

Fintech

OpenAI launches Presence for enterprise voice agents

Enterprise users can now limit what AI voice agents access and do, as OpenAI seeks to move beyond pilot projects into production use.

By Sean Mitchell • 4 min read • Last month

Digital Transformation

Adactin teams up with Cyara on IVR testing in Australia

Government agencies and enterprises in Australia gain tighter checks on AI-led contact centres as Adactin adds Cyara's IVR testing platform.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer service stories

Software-as-a-Service

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.

By Sean Mitchell • 5 min read • Last month

Digital Transformation

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 Sean Mitchell • 4 min read • Last month

Data Protection

TalkTalk Business warns SMEs on AI agent access risks

Autonomous tools with broad permissions could expose customer records and email to costly breaches, TalkTalk Business says, as SMEs rush to adopt AI.

By Joseph Gabriel Lagonsin • 7 min read • Last month

Data Protection

Icana.AI CallCoach lifts Finance One compliance checks

Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.

By Karen Joy Bacudo • 3 min read • Last month

Digital Transformation

Social media reshapes Australians' shopping habits

Six in ten Australians now act on products they see on social platforms, underscoring a shift in how brands must win buyers online.

By Sean Mitchell • 4 min read • Last month

Software-as-a-Service

NiCE expands RingCentral partnership with AI focus

The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.

By Mark Tarre • 3 min read • Last month