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Customer Support stories

RingCentral taps OpenAI to power live AI voice calls
Unified Communications

RingCentral taps OpenAI to power live AI voice calls

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

By Catherine Knowles • 3 min read • Fri, 20th Feb 2026
8x8 unveils Smart Assist to boost AI contact centres
Unified Communications

8x8 unveils Smart Assist to boost AI contact centres

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

By Catherine Knowles • 4 min read • Fri, 20th Feb 2026
KnowBe4 appoints Kelly Morgan as Chief Customer Officer
Cloud Security

KnowBe4 appoints Kelly Morgan as Chief Customer Officer

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 20th Feb 2026
MYOB boosts contact centre insight with new analytics
Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026
NiCE report shows agentic AI transforming contact centres
Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026
Bitget unveils GracyAI avatar to guide crypto users
Crypto

Bitget unveils GracyAI avatar to guide crypto users

Bitget launches GracyAI, a chatty avatar of boss Gracy Chen to guide crypto users on strategy and mindset, not quick-fire price tips.

By Catherine Knowles • 4 min read • Sun, 15th Feb 2026
AI referrals surge as web traffic falls & costs rise
Data Analytics

AI referrals surge as web traffic falls & costs rise

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Feb 2026
Five insurance payment trends shaping Australia and New Zealand
Crypto

Five insurance payment trends shaping Australia and New Zealand

Rising claims, digital demands and real-time payments are reshaping how insurers across Australia and New Zealand collect and pay out.

By Abbigail Granada • 5 min read • Fri, 13th Feb 2026
Newo raises USD $25m to scale AI reception platform
Software-as-a-Service

Newo raises USD $25m to scale AI reception platform

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

By Sean Mitchell • 4 min read • Fri, 13th Feb 2026
Oracle NetSuite unveils AI tools & integration push
Software-as-a-Service

Oracle NetSuite unveils AI tools & integration push

Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.

By Shannon Williams • 4 min read • Thu, 12th Feb 2026
NetSuite unveils AI finance tools & low-code integration
Digital Transformation

NetSuite unveils AI finance tools & low-code integration

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 12th Feb 2026

Stories from Other Regions

Customer Support stories

Ecommpay leader wins Women in Risk & Compliance award
Fintech

Ecommpay leader wins Women in Risk & Compliance award

Ecommpay's fraud and compliance head Marija Solovjova wins Women in Risk & Compliance honour at 2026 FinTech Week Awards in Dubai.

By Sofiah Nichole Salivio • 3 min read • Wed, 18th Feb 2026
Access Group invests GBP £1.5m in AI apprenticeships
Data Analytics

Access Group invests GBP £1.5m in AI apprenticeships

Access Group is investing £1.5m of Apprenticeship Levy funds to train 115 staff on new AI programmes across roles and skill levels.

By Catherine Knowles • 3 min read • Tue, 17th Feb 2026
Ramco unveils Chia, an AI agent for service workflows
Software-as-a-Service

Ramco unveils Chia, an AI agent for service workflows

Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.

By Catherine Knowles • 4 min read • Tue, 17th Feb 2026
Study finds 'Are you sure?' rarely improves AI replies
Risk & Compliance

Study finds 'Are you sure?' rarely improves AI replies

New TELUS Digital research finds asking AI assistants “Are you sure?” seldom boosts accuracy and can even make correct answers worse.

By Catherine Knowles • 4 min read • Sun, 15th Feb 2026
Wesfarmers partners Google Cloud to expand AI in retail
Digital Transformation

Wesfarmers partners Google Cloud to expand AI in retail

Wesfarmers has struck a multi-year deal with Google Cloud to deploy agentic AI across Kmart, Officeworks, Priceline and OnePass stores.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Feb 2026
Shoppers ditch baskets over delivery fees & friction
Digital Transformation

Shoppers ditch baskets over delivery fees & friction

Shoppers shun online baskets over high delivery fees and clunky checkouts as retailers plough cash into loyalty schemes and shiny AI tools.

By Mark Tarre • 4 min read • Thu, 12th Feb 2026
Exclusive: Rohini Sharma on monday.com's AI shift
Software-as-a-Service

Exclusive: Rohini Sharma on monday.com's AI shift

Australian organisations are moving past AI hype, demanding tools that simplify daily work, scale across teams and prove practical value.

By Melania Watson • 6 min read • Thu, 12th Feb 2026