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Customer Support stories

8x8 launches AI Routing for broader customer service
Software-as-a-Service

8x8 launches AI Routing for broader customer service

Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.

By Mark Tarre • 4 min read • Last month
Backbase buys Kasisto to bolster banking AI platform
Software-as-a-Service

Backbase buys Kasisto to bolster banking AI platform

Banks could gain a single AI system for customer requests, as Backbase folds Kasisto's tools into its software and boosts its US reach.

By Karen Joy Bacudo • 3 min read • Last month
KnowBe4 wins Frost & Sullivan email security award
Cloud Security

KnowBe4 wins Frost & Sullivan email security award

AI-driven phishing is forcing buyers to favour platforms that cut false positives and blend email defence with user training, Frost & Sullivan said.

By Mark Tarre • 4 min read • Last month
Foxit wins Pax8 global productivity award for MSPs
Software-as-a-Service

Foxit wins Pax8 global productivity award for MSPs

MSPs are prioritising simpler document tools as Foxit's award signals growing demand for AI-enabled workflows across small business customers.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Zoom adds AI tools to Virtual Agent for customer service
Software-as-a-Service

Zoom adds AI tools to Virtual Agent for customer service

Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.

By Sean Mitchell • 4 min read • Last month
Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Last month
Wialon launches ChatGPT app for fleet managers platform
Software-as-a-Service

Wialon launches ChatGPT app for fleet managers platform

Fleet operators can now query vehicle and fuel data in ChatGPT, as Wialon's new app aims to cut time spent on reports and menus.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Claude closes in on OpenAI among Singapore startups
Software-as-a-Service

Claude closes in on OpenAI among Singapore startups

Startups in Singapore are shifting spending towards Anthropic's Claude, as OpenAI's lead has narrowed sharply in new transaction data.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Salesforce buys Fin in USD $3.6bn AI customer service deal
Software-as-a-Service

Salesforce buys Fin in USD $3.6bn AI customer service deal

The purchase strengthens Salesforce's push into automated support as it seeks to widen Agentforce's reach and prove AI can cut service costs.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer Support stories

Ellis Brigham cuts order enquiries by 14% with Ingrid
Digital Transformation

Ellis Brigham cuts order enquiries by 14% with Ingrid

The retailer also lifted order volumes by 24% last peak trading period, while fewer customer service queries eased pressure on its teams.

By Karen Joy Bacudo • 3 min read • Last month
Retailers lack AI strategy despite competitive pressure
Digital Transformation

Retailers lack AI strategy despite competitive pressure

The gap leaves many retailers exposed, as most feel pressure to adopt AI yet fewer than half have a clear plan for doing so.

By Mark Tarre • 4 min read • Last month
Undo raises USD $37 million for AI debugging tools
Semiconductors

Undo raises USD $37 million for AI debugging tools

The new funding will help the Cambridge software company speed product development and expand in the US and Europe as AI bugs grow harder to trace.

By Karen Joy Bacudo • 4 min read • Last month
Stewart Golf cuts customer response times to one minute
Digital Transformation

Stewart Golf cuts customer response times to one minute

Weekend and overseas customers are getting answers far faster, as the golf trolley maker's AI assistant now handles most routine queries around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Australia leads in trusted AI service investment, Salesforce
Data Protection

Australia leads in trusted AI service investment, Salesforce

Despite regulatory pressure, Australian service leaders are prioritising customer-facing AI spending as trust in AI agents outpaces global averages.

By Mark Tarre • 4 min read • Last month
iQanAI launches conversational AI sales app across SEA
Software-as-a-Service

iQanAI launches conversational AI sales app across SEA

Businesses across Singapore, Malaysia and Indonesia can now automate multilingual chat sales around the clock, reducing missed leads and follow-up delays.

By Mark Tarre • 3 min read • Last month
Occom launches fixed-price broadband plans in Australia
Inflation

Occom launches fixed-price broadband plans in Australia

Households under cost-of-living strain may benefit as Occom's new broadband plans lock in monthly charges for up to 24 months.

By Sofiah Nichole Salivio • 4 min read • Last month
Access PaySuite buys Ordo Open Banking infrastructure
Fintech

Access PaySuite buys Ordo Open Banking infrastructure

The deal gives Access PaySuite direct control of payment initiation as UK pay-by-bank use rises 57% year on year.

By Karen Joy Bacudo • 4 min read • Last month