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Customer service stories

BenQ unveils AI ecosystem spanning industry & healthcare
Robotics

BenQ unveils AI ecosystem spanning industry & healthcare

Rising demand for computing power and cooling is pushing BenQ's AI push beyond pilots into practical use across factories, hospitals and shops.

By Sean Mitchell • 3 min read • This month
Tollring & Amity win awards for specialist AI tools
Customer Experience

Tollring & Amity win awards for specialist AI tools

The twin wins underline growing demand for sector-specific AI tools that analyse customer calls and automate day-to-day decisions.

By Sean Mitchell • 4 min read • This month
All 12 leading AI models fail EU law checks, study says
Data Protection

All 12 leading AI models fail EU law checks, study says

European businesses face fresh compliance risk after a study found all 12 leading AI models breached core checks under EU law in testing.

By Sean Mitchell • 4 min read • This month
Sinch named Gartner leader in CPaaS for fourth year
Digital Transformation

Sinch named Gartner leader in CPaaS for fourth year

Enterprises are putting greater weight on fraud controls and identity checks as AI-driven customer messaging becomes central to CPaaS buying decisions.

By Mark Tarre • 4 min read • This month
Targa Telematics launches AI vehicle delivery monitoring
Digital Transformation

Targa Telematics launches AI vehicle delivery monitoring

Leasing firms could cut delays and insurance risks as new software spots delivery errors and missing paperwork before contracts begin.

By Mark Tarre • 4 min read • Last month
Talkdesk launches proactive AI agents for retail, finance
Digital Transformation

Talkdesk launches proactive AI agents for retail, finance

Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.

By Karen Joy Bacudo • 3 min read • Last month
Zendesk pledges USD $100 million to boost startup scheme
Software-as-a-Service

Zendesk pledges USD $100 million to boost startup scheme

The two-year pledge is aimed at easing early software costs for founders and tightening Zendesk's grip on startup buying decisions.

By Mark Tarre • 4 min read • Last month
Zendesk names Tifenn Dano Kwan as Chief Marketing Officer
Software-as-a-Service

Zendesk names Tifenn Dano Kwan as Chief Marketing Officer

The hire underscores Zendesk's push to turn surging AI bookings into revenue, with demand set to top USD $400 million next year.

By Sofiah Nichole Salivio • 4 min read • Last month
GoTo launches unified AI customer experience platform
Unified Communications

GoTo launches unified AI customer experience platform

Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.

By Joseph Gabriel Lagonsin • 3 min read • Last month
UiPath named Leader in Forrester document mining wave
Digital Transformation

UiPath named Leader in Forrester document mining wave

Forrester's praise could strengthen UiPath's pitch to firms seeking a single platform for document-heavy workflows, governance and AI agents.

By Sean Mitchell • 4 min read • Last month
Kore.ai launches Artemis AI platform on Microsoft Azure
Data Protection

Kore.ai launches Artemis AI platform on Microsoft Azure

Enterprises under pressure to prove AI returns may gain tighter controls as Kore.ai's Artemis moves from pilots to production on Microsoft Azure.

By Sean Mitchell • 5 min read • Last month
Pattern launches Pi AI engine for eCommerce brands
Data Analytics

Pattern launches Pi AI engine for eCommerce brands

The platform gives brands real-time, audited automation across marketplaces, with human approval required for some actions and millions already completed.

By Sean Mitchell • 4 min read • Last month

Stories from Other Regions

Customer service stories

Governed choice: the key to scaling AI safely in Australian business
Data Protection

Governed choice: the key to scaling AI safely in Australian business

Many Australian firms are failing to turn AI pilots into scalable gains because scattered tools are outpacing governance and business context.

By Scott Wiltshire • 4 min read • Last month
Zoho launches MCP server for for AI payment access
Data Protection

Zoho launches MCP server for for AI payment access

Businesses can now handle refunds, payment links and transaction checks in Zoho Payments through AI prompts, via an open protocol linking chat tools.

By Karen Joy Bacudo • 3 min read • Last month
AI delivers measurable gains at Coles, bank & law firm
Data Protection

AI delivers measurable gains at Coles, bank & law firm

Australian firms are starting to reap AI gains in productivity and customer service, but trust and pricing models are now under pressure.

By Mark Tarre • 4 min read • Last month
Persistent & Kong team up on enterprise AI control layer
Data Protection

Persistent & Kong team up on enterprise AI control layer

As firms move AI into production, the tie-up aims to help them control data, access and compliance across hybrid clouds.

By Sofiah Nichole Salivio • 4 min read • Last month
Disabled shoppers face widespread barriers, study finds
Customer Experience

Disabled shoppers face widespread barriers, study finds

Widespread access failures are driving disabled shoppers away, with 38% abandoning purchases and most avoiding brands after bad experiences.

By Mark Tarre • 4 min read • Last month
Australian SMEs adopt AI but lag on workflow change
Digital Transformation

Australian SMEs adopt AI but lag on workflow change

Most Australian SMEs are still using AI for emails and drafting, leaving manual workflows intact despite growing board pressure for change.

By Joseph Gabriel Lagonsin • 4 min read • Last month