Customer Support stories
Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.
RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.
8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.
KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.
MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.
Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.
Bitget launches GracyAI, a chatty avatar of boss Gracy Chen to guide crypto users on strategy and mindset, not quick-fire price tips.
AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.
Rising claims, digital demands and real-time payments are reshaping how insurers across Australia and New Zealand collect and pay out.
Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.
Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.
NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.
Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.
Ecommpay's fraud and compliance head Marija Solovjova wins Women in Risk & Compliance honour at 2026 FinTech Week Awards in Dubai.
Access Group is investing £1.5m of Apprenticeship Levy funds to train 115 staff on new AI programmes across roles and skill levels.
Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.
New TELUS Digital research finds asking AI assistants “Are you sure?” seldom boosts accuracy and can even make correct answers worse.
Wesfarmers has struck a multi-year deal with Google Cloud to deploy agentic AI across Kmart, Officeworks, Priceline and OnePass stores.
Shoppers shun online baskets over high delivery fees and clunky checkouts as retailers plough cash into loyalty schemes and shiny AI tools.
Australian organisations are moving past AI hype, demanding tools that simplify daily work, scale across teams and prove practical value.