Customer service stories - Page 26

Motorola Solutions is set to acquire Theatro, a Texas-based firm specialising in AI-driven software for frontline workers, enhancing safety and productivity.

Integrity360 has acquired South African cybersecurity firm Nclose, enhancing its global presence and expanding its staff to over 180 in the region.

Artificial intelligence is transforming the hospitality sector in Australia, with 85% of operators embracing AI to enhance efficiency and guest experience.

Matthias Goehler of Zendesk forecasts that by 2025, enterprises will require stringent AI governance amid a 250% surge in shadow AI usage.

Spreetail has launched a profit-sharing initiative, Shareback, to reward top partners who exceed profit expectations with a share of unexpected margins.

Proto has unveiled the first autonomous AI-powered holographic conversational agents at AWS re:Invent, showcasing groundbreaking multi-agent AI technology.

Watco has teamed up with Blue Yonder to enhance freight services, offering real-time pricing and booking to tackle industry challenges.

FUJIFILM CodeBlue Australia has revolutionised managed IT services by abolishing long-term contracts, offering clients flexibility and improved customer satisfaction.

Twilio has been named a leader in the IDC MarketScape for Worldwide Customer Data Platforms for B2C users for 2024-2025, highlighting its innovative solutions.

Voice AI platform Vapi secures USD $20 million in Series A funding, aiming to enhance its voice agent deployment across diverse industries.

Global forklift manufacturer Combilift has boosted efficiency and revenue following the implementation of Infor SyteLine, resulting in a 30% revenue increase.

Research by Appian shows that despite digital adoption, 78% of Australian energy firms struggle with data accessibility, risking operational efficiency.

Pegasystems has launched enhanced generative AI and automation tools in Pega Smart Dispute to help banks manage rising payment dispute volumes efficiently.

Pegasystems has unveiled the latest Pega Smart Investigate Enterprise Edition, enhancing banks' capabilities in processing payment exceptions with AI automation.

Executives at OutSystems predict that by 2025, AI will revolutionise customer service, but emphasise data quality as crucial for transformation.

Suncorp has partnered with Microsoft for five years to enhance AI and cloud technology across its operations, aiming to improve efficiency and customer service.

Zendesk has appointed Shashi Upadhyay as its new President of Product, Engineering, and AI, charged with driving growth in customer and employee services.

Qantas has renewed its global distribution deal with Sabre, enhancing access to its services for travel agencies worldwide.

Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.