Customer service stories - Page 16

Brennan has upgraded its customer service with NiCE CXone Mpower, boosting scalability, AI automation, and efficiency across contact centres in Australia.

Shippit launches AI platform across Australia and New Zealand to help retailers close the AUD $18 billion delivery gap and boost online sales.

Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.

Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.

Only 23% of Australians trust companies to use AI responsibly, preferring human interaction over automation amid growing data privacy concerns.

Oracle launches AI agents in Fusion Cloud Applications to enhance marketing, sales, and service, boosting efficiency and customer experience at no extra cost.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

SambaNova launches Hume AI voice models on SambaCloud, offering enterprises real-time, multilingual, emotionally responsive speech AI in 11 languages by June 2024.

Fluent Commerce has launched its Fluent Order Management solution on Google Cloud Marketplace, simplifying procurement and boosting global retail operations.

OutSystems launches Agent Workbench, a platform enabling enterprises to deploy and manage AI agents, improving workflows and digital experiences across sectors.

UiPath launches new AI automation suite with pre-built solutions and orchestration tools to boost enterprise efficiency and ROI in AI transformation.

Macquarie Telecom and Netskope partner to offer integrated AI, cloud, and network security, helping Australian firms tackle rising cyber threats and compliance demands.

Australian consumer loyalty relies heavily on trust and high-quality service, with 86% likely to abandon brands after poor customer support experiences.

Only 15% of IT leaders are adopting fully autonomous AI agents, as concerns over governance and trust slow enterprise deployment, says Gartner survey.

ServiceNow launches AI Experience, a unified conversational AI platform integrating workflows to enhance productivity across enterprises with secure, multimodal tools.

Despite 69% of Australians regularly using mobile banking apps, satisfaction remains modest with a 66.0 CX Index score, says Forrester's 2025 report.

A new study reveals 82% of Australian firms are boosting data privacy investment as AI adoption rises, outpacing global and US averages amid regulatory pressure.

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.