Customer service stories - Page 3

Australian workers are embracing AI, with 67% using it weekly and saving at least three hours, finds Freshworks 2024 Global AI Workplace report.

InMoment integrates generative AI into its Conversational Intelligence, enhancing customer experience analytics by merging various feedback sources like contact centres, surveys, and social media.

Amazon expands its generative AI listing tools across Europe, aiding SMEs in creating and enriching product listings, with early adoption showing significant benefits.

LEA Professional unveiled its Connect Series Half-Rack amplifiers, designed for small to medium installations. Winning the Best of Show at ISE 2024, the models feature DSP, WebUI, and cloud connectivity.

Blue Connections IT has centralised its pre-sales team to enhance operations, ensuring customers receive consistent, comprehensive support and improved service.

Endava has expanded its partnership with Google Cloud to offer tailored AI, cloud modernisation, and app migration services across Australia, New Zealand, and Southeast Asia.

Generative AI's power is amplified by knowledge graphs, making tools like ChatGPT and Google's Gemini smarter, reducing errors, and combating biases, thus revolutionising industries.

Boomi's latest global study, sponsored by IFS and conducted by IDC, underscores the urgent need for composability in enterprise software to combat challenges from outdated systems, per 1,000 surveyed execs.

A new OTRS study reveals 60% of executives now prioritise workflow automation to scale businesses, with a significant rise in global adoption.

Coveo’s 2024 Relevance Report reveals 49% of U.K. shoppers face customer experience issues, with higher dissatisfaction among Gen Z and Millennials at 71%.

NICE secures its largest APAC region deal for CXone, replacing legacy systems with a unified AI-driven platform to revolutionise customer service.

Only 32% of UK consumers see AI's potential to enhance customer service, while most are wary of its risks, a CCMA and Odigo study reveals.

HSBC and BNY Mellon join Quantexa's Lighthouse Programme to deploy Q Assist, a context-aware generative AI suite, debuting at London Tech Week to optimise financial services.

NVIDIA launches ACE generative AI microservices, poised to revolutionise digital human creation for sectors ranging from gaming to healthcare.

CrowdStrike wins Frost and Sullivan's 2024 Global Customer Value Leadership Award for Cloud Security, spotlighting its Falcon Cloud Security suite amid a 110% rise in cloud exploitation incidents.

Centennial Bank partners with Newgen Software to digitise onboarding, enhancing customer experience with a streamlined, low-code automation solution.

Neo4j and Snowflake reveal an integration to embed graph data science within the Snowflake Data Cloud, enhancing AI and ML insights.

Spark integrates advanced conversational AI to enhance customer experiences, focusing on empathetic interactions and leveraging existing technologies for efficiency.

Half of Australian mobile users switch carriers biennially, with one-third buying for others, reveals SpinTel study, highlighting value over loyalty and smaller provider appeal.

Salesforce’s latest report reveals 80% of Singaporean service professionals now see customer service as a profit driver, anticipating higher budgets and headcount.