Customer service stories - Page 6

Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.

Kao Data has appointed CBRE to manage its facilities across Europe, enhancing operational efficiency and support for its expanding data centre portfolio.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Integrity360 has acquired Adsigo, a cyber security firm, aiming to enhance its presence in the DACH region and eventually exceed EUR 135 million in revenues.

As 71% of consumers now demand personalised interactions, brands must embrace AI to enhance customer service and foster deeper connections.

Generative AI is set to transform industries by 2025, moving from buzz to essential applications in customer engagement, healthcare, and decision-making.

AI is projected to boost Australia's economy by 40% and add AUD $600 billion by 2030, yet concerns over data privacy and ethical risks are rising.

Salesforce's report reveals New Zealand consumers are increasingly willing to embrace AI in shopping, despite a sharp decline in trust towards companies.

Angela Robinson has been appointed as Country Managing Director for Australia at Publicis Sapient, aiming to enhance digital transformation in the region.

Commonwealth Bank of Australia is leveraging AI to improve customer service, reducing scam losses by 50%, fraud by 30%, and call wait times by 40%.

UK employees lead Europe in workplace AI adoption, with 25% using AI daily and trust in the tools steadily rising.

A Salesforce report reveals a significant drop in consumer trust among Singaporeans, with 75% of respondents seeking more consistent interactions and AI solutions.

As Black Friday looms, retailers face the dual challenge of IT resilience and consumer trust in AI, with only 10% of UK shoppers keen to use AI tools.

Granicus has revealed its 2024 Digital Government Awards winners in Australia and New Zealand, celebrating innovative public sector digital advancements.

A Zoho Survey reveals over half of consumers believe AI personalisation in retail has no impact, highlighting a crucial need for improved engagement.

Babeltext's multilingual chat platform revolutionises business communication, translating messages across 135 languages into English for seamless customer engagement.

Net Essence has acquired Workshop IT, enhancing its IT services reach, supported by a loan from Growth Lending to fuel future growth.

Call Design and CallD.ai have partnered to enhance workforce optimisation in contact centres, merging AI solutions with human expertise for improved efficiency.

NetApp has celebrated its Partner Award Winners for FY24 in Australia and New Zealand, recognising excellence in customer service and IT solutions.

Business Next has launched AGENTNEXT, India's first AI agent platform, to modernise banking and financial services, aiming for 60-70% task automation.