Customer service Stories

Irish Stories

Customer service stories

SIRO targets 600 Irish business parks with fibre rollout

Businesses in Irish parks could gain faster, more reliable links as SIRO says poor connectivity is slowing productivity and cloud use.

By Sofiah Nichole Salivio • 4 min read • Today

Global Stories

Customer service stories

Data Analytics

AI transforming B2B discovery - but human trust endures

AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.

By David Shilovsky • 5 min read • Today

Digital Transformation

Databricks AI helping telcos prevent churn, predict fraud

By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.

By David Shilovsky • 6 min read • Yesterday

Software-as-a-Service

Freshworks expands Freddy AI with email & workflows

Support teams will soon be able to build AI workflows from plain language, as Freshworks broadens Freddy AI into email and live service-desk guidance.

By Sofiah Nichole Salivio • 4 min read • Last week

Disaster Recovery

Forrester urges firms to prioritise practical AI governance

Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.

By Sean Mitchell • 3 min read • Last week

Software-as-a-Service

Zendesk names David Hall-Johnston APAC technology chief

The appointment strengthens Zendesk's push into enterprise AI as bookings more than doubled and regional customers seek help scaling secure deployments.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Customer Relationship Management

Australian consumers ditch AI chats over memory gaps

Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • Last week

Software-as-a-Service

Merlin rolls out NiCE AI across visitor attractions

Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.

By Sofiah Nichole Salivio • 4 min read • Last week

Software-as-a-Service

Candescent expands Google Cloud AI tie-up for banks

The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.

By Karen Joy Bacudo • 4 min read • Last week

Stories from Other Regions

Customer service stories

Data Analytics

Zopa launches AI Ask tool for Biscuit account users

The feature could make everyday banking easier by letting Biscuit account holders move money, split bills and pay invoices by voice or text prompts.

By Karen Joy Bacudo • 3 min read • Last week

Software-as-a-Service

Tollring & ROGER365.io seal Microsoft Teams alliance

Microsoft Teams users will get contact centre, recording and analytics tools in one workflow, with compliance benefits for regulated firms.

By Sofiah Nichole Salivio • 4 min read • Last week

Inland Revenue Department

Tokoroa's new $2 million hub reflects changing face of public libraries

Residents can now pay rates, borrow books and book free meeting rooms in Tokoroa's revamped $2 million community hub.

By Local Democracy Reporter • 3 min read • Last week

Customer Experience

2degrees wins Canstar small business telecoms award

Business customers are rewarding simpler billing and support, with 2degrees taking Canstar's small business telecoms prize for a fifth time in six years.

By Joseph Gabriel Lagonsin • 3 min read • Last week