Customer service stories - Page 15

Contact centre agent burnout costs Australian firms over AUD $20 million annually, driven by high turnover and costly operational challenges.

Boost Mobile cuts prepaid SIM and refurbished phone prices up to 74% and 15% respectively in Black Friday deals across Australia.

Hungry Jack's has upgraded its digital systems by migrating to Microsoft Azure with Rackspace Technology, boosting scalability and customer service agility across Australia.

Yarra City Council partners with TechnologyOne to upgrade IT, enhancing management of AUD $2 billion assets and speeding up customer service delivery.

Sydney-based Babeltext is expanding AI access to over 6.9 billion mobile users by enabling seamless, multilingual interactions via messaging apps and basic phones.

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

AI is set to handle 60% of Australian customer queries by 2027, up from 31%, transforming service operations and boosting business efficiency.

Cloudbeds partners with Hopper to offer independent hotels Cancel for Any Reason, boosting guest flexibility and new revenue streams through direct bookings.

Pacsun has launched a unified point of sale system in 300+ stores, boosting order fulfilment by 40% and cutting logistics costs by 25%.

Kore.ai integrates its AI agents into Microsoft 365 suite, enabling secure automation across Word, Teams, and Outlook for enterprise productivity.

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Seventy-six percent of Australian banks use AI, leading in Asia-Pacific, but trust and regulation remain key hurdles for wider adoption.

Rising digital disruptions in Australia's travel sector have increased passenger anxiety, with 77% fearing delays or being stranded during peak season.

Capco joins OpenAI's Beta Services Partner Programme, gaining early access to AI tech to enhance financial and energy sector services globally.

Ant International partners with TNG Digital and easypaisa to launch AI-driven customer service, enhancing efficiency and security in Asian digital banking.

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

Financial firms are embracing AI with a focus on trust, using it to enhance customer service and support staff, not cut jobs, amid growing governance concerns.

Infosys has launched an AI-First GCC Model to help global firms transform their capability centres into scalable, AI-enabled hubs across diverse industries.

Customer Science achieved 53% revenue growth to AUD $12.15 million, earning a spot on The Australian Financial Review Fast 100 for the second consecutive year.