Customer service stories

Banks are hitting old systems, poor data and regulatory hurdles as AI pilots stall, with most projects still stuck in test mode.

Telecoms risk misfiring on AI if they focus on rapid deployment over redesigning workflows, governance and data readiness, survey finds.

Frontline mobile devices are emerging as a data-rich operational layer in retail, transport, logistics and healthcare, helping firms cut downtime.

Youi survey finds retail leads customer service complaints as Australians prize human help, with poor experiences costing time, wellbeing and loyalty.

SAS has unveiled AI Navigator, a governance service that gives organisations a single view of AI models and agents as scrutiny intensifies.

NAB taps George Mathews to head its first AI Science team, as the bank builds in-house expertise to safely scale new digital tools.

Vodafone and Google Cloud widen their SMB push with new Gemini-based concierge and managed cyber defences, starting in Germany and Greece.

Celonis and ProcessLab debut banking tools for mortgage approvals and service teams as lenders seek faster decisions, lower costs and better customer journeys.

Pepperstone Crypto says digital assets are moving into the mainstream as regulation, ETFs and younger investors reshape how traders access markets.

Tredence and Google Cloud unveil agentic AI accelerators to help enterprises shift from pilots to production across data, supply chains and customer service.

Amplitude brings AI support into digital products with Assistant, aiming to guide users in context, cut ticket volume and flag friction points.

Amplitude adds an AI assistant inside apps to guide users through tasks, cut support tickets and tie help requests to product behaviour.

Tata Steel deploys more than 300 AI agents with Google Cloud to speed up maintenance, customer service and back-office work worldwide.

Manhattan unveils embedded AI agents and fulfilment simulation tools to help retailers speed service, sharpen checkout and compare order strategies.

Google Cloud study finds 52% of executives have deployed AI agents, with early adopters reporting stronger returns and wider business use.

Parloa study finds many global firms bury support details, while most chatbots fail to solve issues and phone menus remain frustrating.

Google Cloud broadens its data platform with agent-focused tools, cross-cloud federation and new performance upgrades for enterprise users.

Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.

Google Cloud folds Vertex AI into Gemini Enterprise Agent Platform, adding governance and production tools as firms race to deploy secure AI agents.

Bedrock Data expands ArgusAI to Google Vertex AI, giving firms one policy layer to govern agents across AWS, Snowflake and Google.