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Customer service Stories

Australian Stories

Customer service stories

Superloop launches Kay AI assistant for business users
Network Infrastructure

Superloop launches Kay AI assistant for business users

Business partners can now handle quotes, faults and account tasks in one place as Superloop adds an AI assistant to Krypton.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Global Stories

Customer service stories

Catapult uses AI agents to speed up support worldwide
Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • Yesterday
Bybit launches AI chat interface for trading & support
Fintech

Bybit launches AI chat interface for trading & support

Users must opt in and fund a separate sub-account as Bybit folds trades and support into one chat window, with risk controls in place.

By Karen Joy Bacudo • 4 min read • Last week
Zendesk adds real-time voice translation for contact centres
Software-as-a-Service

Zendesk adds real-time voice translation for contact centres

It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.

By Sofiah Nichole Salivio • 4 min read • Last week
TP wins Frost & Sullivan Asia-Pacific customer service award
Customer Relationship Management

TP wins Frost & Sullivan Asia-Pacific customer service award

AI-driven service delivery and stronger client results helped TP secure Frost & Sullivan's top Asia-Pacific customer experience honour.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Qualtrics unveils AI platform for experience management
Software-as-a-Service

Qualtrics unveils AI platform for experience management

The new system aims to let organisations test decisions and automate responses in live customer interactions before its 2027 release.

By Joseph Gabriel Lagonsin • 4 min read • Last week
PCI Pal launches MCP server for secure AI payments
Data Protection

PCI Pal launches MCP server for secure AI payments

Banks and contact centres can now let AI agents take payments without exposing card data, while keeping PCI-DSS controls intact.

By Karen Joy Bacudo • 3 min read • Last week
Algolia names Chung & Servantez to AI growth roles
Software-as-a-Service

Algolia names Chung & Servantez to AI growth roles

The appointments bolster Algolia's push into enterprise AI, as it seeks to turn search into a trusted retrieval layer for customer data.

By Sofiah Nichole Salivio • 4 min read • Last week

Stories from Other Regions

Customer service stories

Zendesk launches specialised AI agents for customer service
Digital Transformation

Zendesk launches specialised AI agents for customer service

The new tools could automate up to 80% of service workflows, letting retailers handle orders, returns and refunds without manual handoffs.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Slalom wins Salesforce award for Pets at Home AI work
Digital Transformation

Slalom wins Salesforce award for Pets at Home AI work

Customer service volumes fell by about 30% on the first day after an AI system went live, while satisfaction stayed above target.

By Sean Mitchell • 4 min read • Yesterday
UK shoppers prefer reliable retail tech over flashy AI
Digital Transformation

UK shoppers prefer reliable retail tech over flashy AI

UK retailers could miss the mark on digital spending, with shoppers valuing reliable basics such as pricing and returns over flashier AI tools.

By Sofiah Nichole Salivio • 3 min read • Last week
Bank of Ireland expands Stripe deal on AI & payments
Software-as-a-Service

Bank of Ireland expands Stripe deal on AI & payments

The bank aims to speed up customer payments and back-office tasks as it deepens use of Stripe's systems across its group.

By Karen Joy Bacudo • 3 min read • Last week
LoanPro AI tool cuts loan servicing call times 15%
Software-as-a-Service

LoanPro AI tool cuts loan servicing call times 15%

Loan servicers could see fewer escalations and faster calls as the new interface also creates an audit trail for compliance checks.

By Karen Joy Bacudo • 4 min read • Last week
Dojo study says Bounce cuts payment times by 30 seconds
Customer Experience

Dojo study says Bounce cuts payment times by 30 seconds

Bounce says the switch is freeing staff for guest service after Dojo's POS setup shaved more than 30 seconds off each transaction.

By Sofiah Nichole Salivio • 3 min read • Last week
Diamond Logistics adds AI dashboards to Despatchlab
Software-as-a-Service

Diamond Logistics adds AI dashboards to Despatchlab

Logistics customers will be able to query stock and delivery data in plain English as Diamond tests a new AI agent for Despatchlab.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Vacant roles cost firms USD $14,700 a month: survey
Data Protection

Vacant roles cost firms USD $14,700 a month: survey

More than half of employers say a prolonged vacancy is as costly as a rushed bad hire, with lost business and staff strain mounting fast.

By Sofiah Nichole Salivio • 4 min read • Last week
Armstrong Bell marks 25 years with AI & cybersecurity
Unified Communications

Armstrong Bell marks 25 years with AI & cybersecurity

Growth now rests on managed IT and cyber defence as the Bromsgrove firm serves more than 400 organisations and builds AI voice agents.

By Sofiah Nichole Salivio • 4 min read • Last week