Customer Support stories - Page 13

Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.

Recent mergers in MarTech signal the end of standalone CDPs, as companies focus on unified customer data platforms for seamless experiences.

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

Australian businesses benefit from AI-driven customer engagement, yet 66% of consumers express exhaustion and seek greater trust and control over AI interactions.

Kore.ai and TeKnowledge have partnered to help enterprises scale AI adoption beyond pilots, enhancing customer service and business operations globally.

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.

Freshworks launches Freddy AI Agent Studio, enabling businesses to deploy autonomous AI agents for faster, no-code customer and IT support solutions.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.

Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

Adobe launches AI agents to help marketers and support teams streamline workflows and improve customer experience across its Experience Platform.

Contact centres are using AI to flexibly scale staffing in real time, enhancing customer service while protecting employee wellbeing amid rising demand.

Conversational AI market valued at USD $5.8 billion in 2023 is set to reach USD $31.9 billion by 2028, revolutionising customer engagement across sectors.

Sinch is named a Tier 1 vendor in ROCCO's 2024 RCS Messaging Market Impact Report, praised by operators in 64 countries for technical strength and reliability.

Zyxel Networks secured Champion status for its firewalls and VPNs in techconsult's 2025 survey, praised for usability, reliability, and customer satisfaction.

Businesses must build trust in conversational AI by setting clear goals, ensuring transparency, reducing bias, and continuously improving customer interactions.

NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.

N-able won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.