Customer service stories - Page 32

Half of Australian mobile users switch carriers biennially, with one-third buying for others, reveals SpinTel study, highlighting value over loyalty and smaller provider appeal.

Hitachi partners with Google Cloud to leverage AI technologies, including Vertex AI and Gemini models, enhancing Lumada's digital transformation capabilities.

Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.

Hitachi and Google Cloud join forces in a multi-year partnership to revolutionise enterprise innovation with generative AI, enhancing productivity and software modernisation.

Ansvar teams up with Interactive to modernise their tech stack and bolster security measures, driving enhanced risk management and regulatory compliance.

Flight Centre enhances service with AI-driven programme from Qualtrics, leveraging analytics into actionable insights and to improve travel experiences.

Salesforce enhances Service Cloud with new features to unify data across digital channels, providing a seamless, personalised customer experience through their Einstein 1 Platform.

Helsinki-based Wolt releases its third Algorithmic Transparency Report, shedding light on the AI-driven systems behind its multi-service app amid growing discussions on AI's future and regulation.

Kore.ai has been named a Leader in the Forrester Wave for Conversational AI for Customer Service, Q2 2024, excelling in strategy and current offerings.

In 2024, transparency and pricing have overtaken next-day delivery as top consumer priorities, pushing retailers to refine logistics and embrace connected commerce, Linnworks reports.

Manhattan Associates has unveiled Manhattan Active Maven, a GenAI solution poised to revolutionise customer service with enhanced chatbots and streamlined operations.

Call Design and ProHance join forces to revolutionise back-office operations with advanced analytics, aiming to boost productivity in an increasingly hybrid work environment.

AUCloud enhances its leadership team after acquiring three cyber security firms, appointing new execs to boost its cyber security solutions significantly.

AI players, Genesys and ServiceNow announce a strategic partnership to deliver a unified customer service solution, enhancing experience orchestration and business transformation.

Harmonising AI with human expertise, IT support services are enhancing customer experience while meeting the challenges of a rapidly evolving digital landscape.

Uxbridge tech firm Tollring unveils an AI-driven cloud call recording solution, Record AI, offering high automation levels, sentiment analysis, and multi-platform compliance.

Engineering firm Roq highlights urgent need for increased investment in technology maintenance, amid rising tech failures and outages affecting B2C platforms.

Global streaming tech firm, Brightcove, partners with Amazon to utilise the artificial intelligence (AI) assistant, Amazon Q, to enhance customer service and boost efficiency.

Securing the 2024 Excellence in Customer Service Award, Kodak Alaris proves its extensive commitment to delivering top-tier customer service, backed by an impressive 94% satisfaction rating.

Being strategic about the way you consolidate and integrate your respective tech stacks is critical.