Customer service stories - Page 19

Australian businesses are leveraging AI technology to halve call centre waiting times, boosting customer service and employee satisfaction across the sector.

Banks have accelerated the shift from AI research to practical tools, with top institutions rapidly deploying innovations in trading, fraud prevention, and customer service.

Krungsri has partnered with Informatica to boost data governance and management, supporting its digital growth and serving over 19 million customers across ASEAN.

Adyen is unifying payment systems across nearly 50 LVMH Maisons to enhance luxury customer experiences in over 1,000 stores globally.

Samsung has rolled out its Home Appliances Remote Management service to 122 countries, supporting 17 languages for smarter, remote appliance care.

Agentic AI is transforming Australian banking security, boosting efficiency but raising risks as cybercriminals exploit AI in 80% of ransomware attacks.

Calabrio unveils Workforce Intelligence, an AI-powered platform enhancing contact centre operations with real-time adaptability and improved agent performance.

RingCentral will launch AI-enabled workforce management tools for its RingCX platform in Australia by year-end following its CommunityWFM acquisition.

FourKites has earned the second-highest usability ranking in the Nucleus Research 2025 Control Tower Value Matrix for its AI-powered supply chain platform.

NiCE has topped the 2025 Gartner Magic Quadrant for CCaaS, leading in both Ability to Execute and Completeness of Vision for the first time.

Superdry has upgraded its global retail operations with Cegid's AI platform to boost efficiency, cut admin, and support staff across its UK, European and US stores.

NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.

Research reveals Australian consumers prefer human customer service, with only 28% comfortable engaging with AI-powered support, citing trust and accuracy concerns.

APRA AMCOS partners with EY and Microsoft to launch Dynamics 365, streamlining music licensing across Australia and New Zealand for 124,000 creators.

Accor chooses Oracle's OPERA Cloud to unify hotel management globally, enhancing guest experience and streamlining operations across 110+ countries.

Over half of executives report deploying AI agents, driving business growth and ROI in areas like customer service and marketing, finds a Google Cloud study.

Over a third of Australian businesses use AI chat tools for customer service, with another 39% planning adoption to boost satisfaction and accessibility.

AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.

APAC enterprises plan to boost AI and GenAI spending to USD $23.9bn by 2025, driven by growing adoption and strategic partnerships amidst talent and integration challenges.

Appian has appointed Scott Van Valkenburgh as Senior VP to lead global partnerships, aiming to expand its AI-powered automation platform adoption worldwide.