Customer service Stories

American Stories

Customer service stories

Bank of America adds AI to EricaAssist for faster calls

Call-centre staff at the bank are handling enquiries nearly a minute faster as new generative AI prompts cut call times and speed up guidance.

By Karen Joy Bacudo • 3 min read • Today

Data Analytics

OpenAI launches ChatGPT programme for small businesses

Small firms will get training, app integrations and guides as OpenAI courts a lucrative market of lean teams seeking to automate routine tasks.

By Sean Mitchell • 3 min read • Yesterday

Software-as-a-Service

Ondaro promotes three to vice president in ServiceNow shift

As ServiceNow projects grow more complex, Ondaro has split consulting, delivery and portfolio governance under three senior leaders.

By Sofiah Nichole Salivio • 4 min read • 3 days ago

Software-as-a-Service

Logile launches simulator to cut retailer labour costs

Retailers under margin pressure can now test staffing and opening-hours decisions before budgets are set, using Logile's new simulator.

By Sean Mitchell • 4 min read • Last week

Global Stories

Customer service stories

Software-as-a-Service

Kore.ai appoints two chiefs to drive enterprise AI growth

The restructure puts sales and customer delivery under new leaders as enterprise buyers demand stronger governance, support and reliability from AI agents.

By Mark Tarre • 4 min read • Today

Fintech

OpenAI launches Presence for enterprise voice agents

Enterprise users can now limit what AI voice agents access and do, as OpenAI seeks to move beyond pilot projects into production use.

By Sean Mitchell • 4 min read • Yesterday

Digital Transformation

Adactin teams up with Cyara on IVR testing in Australia

Government agencies and enterprises in Australia gain tighter checks on AI-led contact centres as Adactin adds Cyara's IVR testing platform.

By Mark Tarre • 4 min read • Yesterday

Software-as-a-Service

Celonis named Everest Leader in process mining again

The recognition comes as process mining demand accelerates, with Everest valuing the market at USD $1.5 billion to USD $1.6 billion in 2025.

By Sean Mitchell • 4 min read • 2 days ago

Software-as-a-Service

Overtime & Authvia join up on receivables payments

Receivables teams could cut friction as the joint platform lets consumers settle balances during the same voice, SMS or digital exchange.

By Mark Tarre • 4 min read • 3 days ago

Digital Transformation

Custom Travel Solutions wins Silver for AI customer support

Its AI overhaul has cut quality review time by 80% and lifted customer sentiment 11% since 2023, as travel support volumes rose.

By Sofiah Nichole Salivio • 3 min read • 3 days ago

Software-as-a-Service

Zoom appoints Carlos Quaderi as Head of Asia Pacific

The promotion widens Zoom's regional push as it targets enterprise and AI growth across Australia, India, Korea and Southeast Asia.

By Mark Tarre • 3 min read • 3 days ago

Software-as-a-Service

OpenAI sets AI value scorecard for corporate spend

The framework urges finance chiefs to judge AI by completed work, reliability and total task cost rather than licence or user counts.

By Mark Tarre • 5 min read • 4 days ago

Digital Transformation

Google named Gartner conversational AI leader again

Enterprises are turning to AI agents that can handle complex service requests, raising the stakes for vendors competing on reliability and governance.

By Sean Mitchell • 4 min read • Last week

Digital Transformation

AI reshapes leadership & customer service, say execs

Many organisations are still testing AI in pilots, as executives say trust, governance and measurable results now matter more than hype.

By Sofiah Nichole Salivio • 4 min read • Last week

Data Protection

Australia leaders warn AI governance lags adoption

Governance gaps are emerging as hospitals, contact centres and enterprises push AI into frontline operations, raising risk and accountability concerns.

By Sofiah Nichole Salivio • 4 min read • Last week

Stories from Other Regions

Customer service stories

Data Protection

UK firms embed AI in workflows but keep human control

Most UK enterprises now see AI boosting productivity, but 78% are keeping human approval points and guardrails in place.

By Sofiah Nichole Salivio • 4 min read • Today

Customer Experience

Human analysts still handle 46% of brand interactions

Brands are still relying on people for nearly half of social interactions, highlighting the limits of automation in customer-facing moderation and replies.

By Sean Mitchell • 4 min read • Yesterday