Customer service stories - Page 13

Portalink partners with Shopify to automate offline B2B sales orders, cutting costs and errors, available to Shopify Plus customers from January 2026.

RingCentral has launched its AI Receptionist in Australia from AUD $62 monthly, automating call handling with generative AI for businesses of all sizes.

Luke Clifton of Macquarie Technology Group joins the Australian Telecommunications Alliance Board, reflecting a shift to leadership with sector expertise.

Shopify merchants face a new challenge: real-time multilingual messaging to support global shoppers beyond translated storefronts, boosting trust and sales.

A survey reveals 92% of Australian B2B supply chain leaders face inefficiencies from outdated fulfilment tech, impacting costs and customer service.

AI is evolving beyond ERP and CRM tools to become the operational backbone, integrating systems and automating workflows across organisations by 2026.

Avalara has won the 2026 Buyer's Choice Award from TrustRadius, praised by customers for excelling in tax compliance tools and service quality.

Emirates has partnered with OpenAI to integrate AI, including ChatGPT Enterprise, across its operations, enhancing services and staff training in aviation.

Retailers are turning to AI and unified tech to meet soaring Black Friday demand, enhancing customer service and boosting cybersecurity amid rising cyber threats.

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

Boost Mobile cuts prepaid SIM and refurbished phone prices up to 74% and 15% respectively in Black Friday deals across Australia.

Hungry Jack's has upgraded its digital systems by migrating to Microsoft Azure with Rackspace Technology, boosting scalability and customer service agility across Australia.

Yarra City Council partners with TechnologyOne to upgrade IT, enhancing management of AUD $2 billion assets and speeding up customer service delivery.

Sydney-based Babeltext is expanding AI access to over 6.9 billion mobile users by enabling seamless, multilingual interactions via messaging apps and basic phones.

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

AI is set to handle 60% of Australian customer queries by 2027, up from 31%, transforming service operations and boosting business efficiency.

Cloudbeds partners with Hopper to offer independent hotels Cancel for Any Reason, boosting guest flexibility and new revenue streams through direct bookings.

Pacsun has launched a unified point of sale system in 300+ stores, boosting order fulfilment by 40% and cutting logistics costs by 25%.

Kore.ai integrates its AI agents into Microsoft 365 suite, enabling secure automation across Word, Teams, and Outlook for enterprise productivity.