Customer service stories - Page 7

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

TELUS Digital warns that common AI persona prompts can quietly reshape models' moral judgements, undermining consistency in high‑risk use.

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

Vodafone is piloting in-store Customer Wellbeing Specialists in 12 Australian shops to support vulnerable customers facing complex issues.

Ricoh has secured Leader status for the third time in IDC's global high-speed inkjet MarketScape, citing innovation, service and reliability.

WiseTech will cut about 2,000 roles, a third of its staff, as it leans on AI, echoing wider structural job shifts across major employers.

AI-powered contextual service is now make-or-break in Australia, with CX leaders warning one unresolved issue can lose a customer forever.

Forrester sees humanoid robots shifting from trials to targeted deployment, promising efficiency gains but slowed by cost, complexity and risk.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

AWS sets a three-point telco plan, pushing cloud modernisation, agentic AI automation and 6G-ready, satellite-linked network designs.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

Telstra profit rises 8.1% to AUD $1.2 billion as AI-driven efficiency deepens job cuts and reshapes its troubled enterprise division.

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

Anker SOLIX has surged into SolarQuotes' top three home battery brands, as reviews and backup reliability reshape Australia's solar storage market.

Four in five Australian businesses now use generative AI tools, with many reporting cuts of at least a quarter of total labour time.