Customer service stories - Page 28

Complaints to Australian telecoms have plummeted to record lows, averaging just 2.7 per 10,000 services, signalling improved customer satisfaction.

The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.

Zendesk has launched a pioneering AI Dynamic Pricing Plan, allowing businesses to flexibly integrate AI and human agents, enhancing customer service strategies.

Peak Insight has appointed Stefano Pesic as CEO and Steven Kruize as General Manager of Sales to enhance its strategy and customer service in Australia.

Australian firms are increasingly using AI chatbots for customer service, but experts warn that technology lacks the emotional intelligence of human agents.

A new Indeed analysis reveals that 11.6% of Australian job postings prioritise basic digital skills, overshadowing AI expertise at just 2.2%.

Salesforce has unveiled Agentforce, a groundbreaking AI platform enabling businesses to deploy autonomous agents for enhanced efficiency and customer satisfaction.

Sovereign Cloud has rebranded to AUCyber, launching AUCloud and AUCyber to meet Australia's evolving digital and security needs.

Nearly half of consumers find AI chatbots helpful for customer service, with 48% noting improved experiences, a new study reveals.

TrueDialog has launched its SMS application for Salesforce Marketing Cloud Engagement, enhancing SMS integration across the Salesforce ecosystem.

A new report reveals Australian banks are missing out on opportunities with SMEs, as only 40% of customers feel positive about their banking providers.

Celonis has launched AgentC, a suite of AI agents enhanced with process intelligence, aimed at streamlining enterprise applications and boosting efficiency.

ServiceNow and Rimini Street have teamed up to modernise ERP systems with an AI solution, promising cost-effective upgrades and enhanced innovation.

Stuart Thompson of ABB Electrification Service has won a Future of Field Service 2024 Stand Out 50 Award for transforming the business into a USD $1.1 billion success.

Freshworks has launched its Freddy AI Agent, promising rapid, no-code deployment within 30 minutes, aimed at enhancing customer service for midmarket firms.

New research reveals 43% of organisations in the Asia Pacific plan to boost AI investments by over 20% next year, highlighting a strategic divide.

A report reveals that 91% of marketing professionals believe customer trust is vital, yet barriers prevent MarTech from fully enhancing that trust.

Mitel has launched its AI-driven Mitel Interaction Recording Insights AI, aimed at automating communication analysis and enhancing business insights globally.

Zendesk has unveiled a range of AI innovations aimed at enhancing customer service, including an AI Agent Builder requiring minimal training for users.

Teleperformance has launched a new multilingual hub in Bali, Indonesia, aiming to bolster customer service for clients in the Asia Pacific region.