Customer service Stories

American Stories

Customer service stories

US survey finds refurbished devices face trust gap

Clear warranties and return policies may be needed to turn US interest in refurbished gadgets into sales, the survey found.

By Joseph Gabriel Lagonsin • 4 min read • Today

Global Stories

Customer service stories

Software-as-a-Service

Zendesk contact centre voice passes 100 sales leads

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 • Yesterday

Software-as-a-Service

Lumera completes major Nordea Liv Norway migration

The insurer has moved more than 58 million transactions, 70,000 contracts and 163,000 investment accounts to a new cloud platform.

By Karen Joy Bacudo • 3 min read • Yesterday

Digital Transformation

Blue Yonder unveils new AI tools for supply chains

Supply chain leaders are becoming more cautious as the software group rolls out AI agents and mobile tools aimed at improving planning and execution.

By Sean Mitchell • 4 min read • Yesterday

Digital Transformation

When Agents act on bad data, the damage is automatic

Bad contact records can send autonomous AI workflows off course, with errors compounding across thousands of customer actions at once.

By Bobby Joseph • 6 min read • Yesterday

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 • Yesterday

Software-as-a-Service

Konecta launches Kolibri AI platform for customer ops

The new system is meant to help firms move AI from pilot projects into live customer operations, with audit trails and human oversight built in.

By Sean Mitchell • 3 min read • 2 days ago

Digital Transformation

UiPath launches Maestro Case for complex workflows

Enterprises could cut handling times and improve compliance as UiPath pushes its automation software into more complex, exception-heavy case work.

By Mark Tarre • 3 min read • 2 days ago

Digital Transformation

OpenAI launches partner network with USD $150 million

Businesses struggling to embed AI in day-to-day operations will get help from a new OpenAI partner network backed by USD $150 million.

By Mark Tarre • 6 min read • 3 days ago

Stories from Other Regions

Customer service stories

Unified Communications

NSWRL shifts contact centre to Teams with rapid rollout

Call handling has been centralised in Microsoft Teams, with NSWRL reporting a 17-second average wait after the switch.

By Sean Mitchell • 4 min read • Today

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 • Yesterday

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 • Yesterday

Data Analytics

Lloyds survey: UK financial firms boost AI spending

AI and emerging tech are becoming a growth priority for UK lenders and insurers, with 91% expecting higher spending over the next year.

By Karen Joy Bacudo • 3 min read • Yesterday

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 • Yesterday

Network Infrastructure

Smart CT expands stock with 10,000 spare parts buy

Greater spare-parts cover should cut downtime for customers after the Reading-based IT support group lifted stock by almost a third.

By Sean Mitchell • 5 min read • Yesterday

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 • Yesterday

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 • Yesterday