Customer service stories - Page 3

IoT Analytics finds customer support leads enterprise generative AI use, with 49% of deployments aiding issue resolution among 530 projects analysed.

Calabrio unveils 70+ new AI-driven features in Calabrio ONE, boosting efficiency and customer service in contact centres, available within six months.

Klearcom has launched Verify+, a global solution enabling firms to simulate and test customer service calls in over 100 languages before going live.

Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.

Aussie Broadband has boosted operational efficiency by up to 30% with a new SUSE Rancher Prime cloud platform, enhancing service reliability for 780,000 users.

UK retailers have suffered losses of around GBP £464 million in missing parcels during the peak shopping season, with potentially millions more unaccounted for.

Research from Square reveals younger Australians, especially Gen Z, are dining out and spending more, while older generations cut back amid cost-of-living pressures.

Research shows 65% of Australian restaurants use AI to enhance personalisation, boost efficiency, and meet rising consumer expectations in hospitality.

Genesys leads Forrester's Wave report for Q2 2025 in CCaaS platforms, excelling in AI, innovation, and strategy for customer experience solutions.

Luxury Escapes and Cover Genius have broadened their partnership to launch a new 'Cancellation Protection' feature for travellers, offering 100% refunds.

DaveAI has raised new funds in a pre-Series A round led by Inflection Point Ventures and SucSEED, aimed at enhancing its AI technology and global expansion.

Google has launched the Gemini 2.5 series of AI models, boosting enterprise applications with advanced reasoning capabilities and tailored solutions for businesses.

Deloitte has expanded its partnerships with Google Cloud and ServiceNow, unveiling over 100 AI agents aimed at revolutionising client operations across multiple sectors.

Google Cloud has unveiled AI enhancements in its Customer Engagement Suite, enabling businesses to improve interactions and service efficiency significantly.

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

VistaPrint's 2025 SMB Report reveals that while over 65% of Australian small businesses face economic challenges, half remain optimistic for the future.

Alcatel-Lucent Enterprise has unveiled ALIE, a generative AI chatbot designed to boost efficiency for channel partners and employees, significantly reducing support calls by 50%.

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

Prvidr has opened a new office in Townsville to better serve its expanding clientele across Queensland, boosting technology job opportunities in the region.

As generative AI reshapes customer interactions, experts urge reliance on edge infrastructure and CDNs to ensure seamless, low-latency user experiences.