Customer service stories - Page 8

Kinetic IT has been elevated to ServiceNow Elite Partner status, boosting its advisory and implementation credentials across Australia.

Smart Communications helps organisations in regulated industries face down communication challenges every day.

Banks risk AI 'infrastructure traps' as long projects outpace fast-evolving models, wasting budget while nimbler rivals ship real solutions.

Chaty links its AI voice receptionist to ROLLER, letting attractions take bookings, payments and manage calls automatically around the clock.

Kinetic IT has been named ServiceNow's 2026 Asia Pacific Consulting & Implementation Rising Star Partner, after recently attaining Elite status.

A new NE2NE study finds over half of common AI benchmarks are “contaminated”, casting doubt on headline model rankings and marketing claims.

MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Revuze now tracks TikTok Shop sales and creator performance, unifying commerce data with customer feedback in its market platform.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

TELUS Digital warns that common AI persona prompts can quietly reshape models' moral judgements, undermining consistency in high‑risk use.

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

Vodafone is piloting in-store Customer Wellbeing Specialists in 12 Australian shops to support vulnerable customers facing complex issues.

Ricoh has secured Leader status for the third time in IDC's global high-speed inkjet MarketScape, citing innovation, service and reliability.

WiseTech will cut about 2,000 roles, a third of its staff, as it leans on AI, echoing wider structural job shifts across major employers.

AI-powered contextual service is now make-or-break in Australia, with CX leaders warning one unresolved issue can lose a customer forever.

Forrester sees humanoid robots shifting from trials to targeted deployment, promising efficiency gains but slowed by cost, complexity and risk.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.