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Australian Stories

Customer service stories

Retail tops Australia’s customer service contacts
Unified Communications

Retail tops Australia’s customer service contacts

Youi survey finds retail leads customer service complaints as Australians prize human help, with poor experiences costing time, wellbeing and loyalty.

By Kaleah Salmon • 4 min read • Last week
NAB creates first AI Science team, appoints George Mathews
Robotics

NAB creates first AI Science team, appoints George Mathews

NAB taps George Mathews to head its first AI Science team, as the bank builds in-house expertise to safely scale new digital tools.

By Mark Tarre • 4 min read • Last week

Global Stories

Customer service stories

Klaviyo launches Custom Skills for Customer Agent AI tool
Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Klaviyo adds Custom Skills to Customer Agent, letting brands tailor AI service workflows for returns, bookings and gifting.

By Sean Mitchell • 4 min read • 6 days ago
'Self-learning' AI big boon for Qualtrics' CX
Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Qualtrics says AI is helping businesses cut churn, boost revenue and uncover richer customer feedback by analysing calls and surveys.

By David Shilovsky • 5 min read • Last week
Most firms using AI see little business value, survey
DevOps

Most firms using AI see little business value, survey

Most organisations using AI are seeing productivity gains, but a survey found few are translating the technology into revenue or measurable ROI.

By Sean Mitchell • 4 min read • Last week
Cequence launches agent controls for enterprise AI
Data Protection

Cequence launches agent controls for enterprise AI

Cequence Security adds AI Gateway controls to curb autonomous agents' access to enterprise apps and data with persona-based permissions.

By Shannon Williams • 4 min read • Last week
Banks struggle to move AI pilots beyond test stage
Digital Transformation

Banks struggle to move AI pilots beyond test stage

Banks are hitting old systems, poor data and regulatory hurdles as AI pilots stall, with most projects still stuck in test mode.

By Karen Joy Bacudo • 5 min read • Last week
eCommerce AI spending rises as leaders fear readiness gap
Data Protection

eCommerce AI spending rises as leaders fear readiness gap

eCommerce firms boost AI budgets as 73% of leaders say they are not ready, with UK and US groups citing culture, rules and old systems.

By Shannon Williams • 4 min read • Last week
Telecoms warned against rushing AI rollouts, survey finds
Network Infrastructure

Telecoms warned against rushing AI rollouts, survey finds

Telecoms risk misfiring on AI if they focus on rapid deployment over redesigning workflows, governance and data readiness, survey finds.

By Sean Mitchell • 4 min read • Last week
Why frontline mobility is becoming an operational intelligence layer
Digital Transformation

Why frontline mobility is becoming an operational intelligence layer

Frontline mobile devices are emerging as a data-rich operational layer in retail, transport, logistics and healthcare, helping firms cut downtime.

By Michael Dyson • 4 min read • Last week
SAS launches AI Navigator for governance oversight
Digital Transformation

SAS launches AI Navigator for governance oversight

SAS has unveiled AI Navigator, a governance service that gives organisations a single view of AI models and agents as scrutiny intensifies.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Vodafone & Google Cloud launch AI & security tools
Unified Communications

Vodafone & Google Cloud launch AI & security tools

Vodafone and Google Cloud widen their SMB push with new Gemini-based concierge and managed cyber defences, starting in Germany and Greece.

By Mark Tarre • 3 min read • Last month

Stories from Other Regions

Customer service stories

Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

AI is cutting contact-centre admin, spotting demand spikes and guiding agents in real time, helping firms lift service without losing the human touch.

By Richard Hall • 4 min read • Last week
Loop launches AI suite to cut retailer returns costs
Software-as-a-Service

Loop launches AI suite to cut retailer returns costs

Loop launches AI-powered suite for retailers to reduce returns, spot fraud and automate order edits, backed by data from 200 million shoppers.

By Sean Mitchell • 4 min read • Last week
UK finance staff use generative AI daily, survey finds
Digital Transformation

UK finance staff use generative AI daily, survey finds

UK finance staff embrace generative AI for daily tasks as oversight gaps in monitoring and compliance raise fresh regulatory concerns.

By Karen Joy Bacudo • 3 min read • Last week
Home Depot rolls out AI voice agents across US stores
Unified Communications

Home Depot rolls out AI voice agents across US stores

Home Depot deploys AI voice agents across US stores, saying the system spots caller needs four times faster and can help complete purchases.

By Sean Mitchell • 3 min read • Last month
Macy's launches AI shopping assistant on website & app
DevOps

Macy's launches AI shopping assistant on website & app

Macy's rolls out Ask Macy's, a generative AI assistant that helps online shoppers find outfits, try on looks and get style guidance.

By Mark Tarre • 4 min read • Last month