Customer service Stories

Asian Stories

Customer service stories

AI traffic surges 30% as Philippines braces for bots

Businesses in the Philippines may face higher costs and slower sites as AI-generated internet traffic rises 30% in five months, Fastly said.

By Sean Mitchell • 4 min read • Today

Global Stories

Customer service stories

Agricultural Technology

PIL taps Celonis & WNS to boost shipping operations

The programme aims to cut delays and duplication across PIL's 100-vessel network by creating a single real-time view of operations.

By Mark Tarre • 4 min read • Today

Digital Transformation

Why enterprise AI must learn to act, not just talk

Travel and banking customers could see faster resolutions as enterprises shift AI from answering queries to completing tasks end to end.

By Albert Nel • 6 min read • Today

Data Protection

Scoot uses AI to speed up customer feedback analysis

Passenger complaints can now be acted on in minutes, helping Scoot spot booking and login problems before they dent sales.

By Joseph Gabriel Lagonsin • 3 min read • Today

Data Protection

TechForce joins Anthropic's Claude partner network

Australian businesses gain local help to move Claude pilots into live use, with TechForce handling integration, governance and approvals.

By Joseph Gabriel Lagonsin • 4 min read • Today

Digital Transformation

NTT DATA launches AI insurance platform for carriers

Insurers could speed up claims and underwriting while keeping audit trails intact, as NTT Data targets regulated workflows with new AI tools.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday

Malware

Australian CIOs warn AI ambition outpaces governance

Rising spend on generative and agentic AI is being hampered by weak governance, with only 17 per cent of CIOs fully confident in controls.

By Joseph Gabriel Lagonsin • 6 min read • 3 days ago

Software-as-a-Service

Chargebee & Twikey link billing with bank payments

Finance teams could cut manual reconciliation as the new link feeds bank payment status back into Chargebee in real time for SEPA collections.

By Karen Joy Bacudo • 4 min read • 3 days ago

Digital Transformation

EPAM joins OpenAI partner network for enterprise AI

The tie-up could speed enterprise AI adoption as firms shift from pilots to secure, regulated deployments across core operations.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago

Digital Transformation

World FinTech Day warnings over governance & skills

Financial services firms risk stalled AI roll-outs and weaker supply chains unless governance and digital skills improve, experts warned.

By Karen Joy Bacudo • 6 min read • Last week

Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Software-as-a-Service

AccountsIQ ties up with Paraglide on AI collections

AI agents will handle invoice chases and billing queries for AccountsIQ users, aiming to cut Days Sales Outstanding and free finance teams.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Marketing Technologies

Pattern adds ChatGPT ads to its marketing platform

Brands will be able to buy placements in ChatGPT through Pattern, as shopping discovery moves from search engines towards AI tools.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Software-as-a-Service

Oracle expands Gemini use across Fusion & NetSuite

Businesses will gain more choice in AI tools as Gemini is woven into Oracle's core finance, HR and supply-chain software.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

Supply Chain

JD.com's Joybuy expands in UK amid subsidy scrutiny

Regulatory concerns are mounting as Joybuy's rapid UK rollout puts pressure on rivals with same-day delivery and a cheaper subscription than Amazon Prime.

By Sofiah Nichole Salivio • 5 min read • Today

Digital Transformation

Why trust should be the number one priority for AI customer experience

Fewer than half of people globally trust AI, putting customer adoption and revenue at risk unless firms explain how systems make decisions.

By Martijn Gribnau • 5 min read • Yesterday

Fintech

Beyond capital: How Scotland is shaping the future of fintech

Private backing and public funding are helping Scottish fintech firms scale AI tools, with Aveni's GBP £12 million round and FRIL's GBP £3.18 million boost.

By Pamela Bryer • 4 min read • 3 days ago