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Customer service Stories - Page 2

Global Stories

Customer service stories

Form3 launches AI payments platform with read-only access
Digital Transformation

Form3 launches AI payments platform with read-only access

Banks can query payment data via AI without risking unauthorised transfers, as Form3's new layer keeps agents on read-only access.

By Karen Joy Bacudo • 5 min read • Last month
Some AI risks more subtle than others
Digital Transformation

Some AI risks more subtle than others

Widespread use of chatbots and drafting tools may leave workers less able to verify outputs or think independently, Walsh said.

By Donovan Jackson • 3 min read • Last month
Ray White upgrades contact centre with AI oversight
Unified Communications

Ray White upgrades contact centre with AI oversight

Supervisors can now target call reviews and coaching more quickly as the 110-agent unit adds transcripts, scorecards and compliance tools.

By Raphael Veloso • 4 min read • Last month
Europe lags in AI adoption as customer service gains
Software-as-a-Service

Europe lags in AI adoption as customer service gains

European customer service teams trail global AI uptake, but those already using it say it is helping them handle more enquiries with existing staff.

By Sean Mitchell • 4 min read • Last week
Kodak Alaris launches N2000 series scanners for offices
Document Management

Kodak Alaris launches N2000 series scanners for offices

Distributed offices can now standardise document capture with scanners that protect records, reduce rework and support audits across multiple sites.

By Sofiah Nichole Salivio • 3 min read • Last month
DXC names three winners of 2026 insurance invitational
Software-as-a-Service

DXC names three winners of 2026 insurance invitational

Insurers in Australia and New Zealand may gain tools for fraud checks, customer communication and injury recovery after DXC picked three startups.

By Mara Sugue • 5 min read • Last month

Stories from Other Regions

Customer service stories

Australian shoppers warm to AI for holiday shopping
Data Protection

Australian shoppers warm to AI for holiday shopping

Budget-conscious households are embracing AI for practical holiday tasks, with confidence rising fastest among the eight markets surveyed by Sinch.

By Raphael Veloso • 4 min read • Last week
Provident Bank unifies account opening across 135 branches
Digital Transformation

Provident Bank unifies account opening across 135 branches

More than 800 staff will spend less time juggling systems as the bank shifts consumer and business account opening onto one platform.

By Karen Joy Bacudo • 3 min read • Last month
Plain English Foundation launches AI workplace services
Digital Transformation

Plain English Foundation launches AI workplace services

Only 21.1% of workers have been trained, leaving organisations exposed to errors and weak oversight as AI writing spreads.

By Mara Sugue • 4 min read • Last week
US consumers want more flexible bill payment options
Digital Transformation

US consumers want more flexible bill payment options

Financial pressure is pushing households to favour flexible due dates and hardship pauses, even as most still want a live agent for billing disputes.

By Karen Joy Bacudo • 4 min read • Last month
US consumers demand flexible bill payments as strain grows
Fintech

US consumers demand flexible bill payments as strain grows

More than three in five bill payers want control over payment timing, as 59% lack enough savings to cover a USD $1,000 emergency.

By Karen Joy Bacudo • 4 min read • Last month
Klarus launches energy & utilities practice with Haw
Data Analytics

Klarus launches energy & utilities practice with Haw

Utilities face mounting scrutiny and investment pressures, as Klarus brings in Stephen Haw to steer advice on technology, data and AI.

By Sean Mitchell • 3 min read • Last month
New Zealand firms split on AI as strategy gap widens
Robotics

New Zealand firms split on AI as strategy gap widens

Only 15% of New Zealand businesses have an AI strategy, leaving most unable to measure returns or prepare for the next wave of tools.

By Mara Sugue • 4 min read • Last month
TD's Layer 6 invests CAD $25 million in Cohere AI tie-up
Software-as-a-Service

TD's Layer 6 invests CAD $25 million in Cohere AI tie-up

The bank's AI push aims to improve staff productivity and client service as it tests secure tools with Cohere and its Layer 6 unit.

By Jake MacAndrew • 3 min read • Last week
2degrees returns to pre-tax profit after merger push
Network Infrastructure

2degrees returns to pre-tax profit after merger push

The telecoms group's annual revenue climbed 5.5% to USD $1.46 billion as integration costs eased and enterprise wins lifted growth.

By Joseph Gabriel Lagonsin • 4 min read • Last month
MaxContact launches Auto QA amid FCA compliance gap
Customer Experience

MaxContact launches Auto QA amid FCA compliance gap

More than half of UK contact centre managers have found compliance breaches outside routine checks, heightening FCA scrutiny risks for firms.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Bybit launches AI chat assistant for trading & support
Fintech

Bybit launches AI chat assistant for trading & support

Users can now place trades and raise support requests in one chat, as the exchange rolls out a separate AI sub-account for safer automation.

By Karen Joy Bacudo • 3 min read • Last month
SIRO targets 600 Irish business parks with fibre rollout
Digital Transformation

SIRO targets 600 Irish business parks with fibre rollout

Businesses in Irish parks could gain faster, more reliable links as SIRO says poor connectivity is slowing productivity and cloud use.

By Sofiah Nichole Salivio • 4 min read • Last month