Customer service stories - Page 10

Australian organisations are moving past AI hype, demanding tools that simplify daily work, scale across teams and prove practical value.

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.

ANZ deploys AI-powered Salesforce CRM across business bank, promising faster service, streamlined workflows and time savings for frontline staff.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

Prism Sound taps Amber Technology to distribute its full pro audio range and bolster local support across Australia and New Zealand.

Security, privacy and data protection will command the biggest tech spend for Australian retail SMBs in 2026, ahead of AI and global growth.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

Wipro launches a unified AI-led model to fuse consulting, transformation and operations across people, finance, supply chain and customer work.

ServiceNow makes Anthropic's Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

Australia's Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.