Customer Support stories

Agentic AI is boosting productivity and innovation across Australia, helping firms tackle skills shortages and accelerate development in multiple sectors.

Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.

Scribenote launches a free AI scribe service to ease vet burnout by automating medical records, helping clinics save time on admin and focus on care.

Recent mergers in MarTech signal the end of standalone CDPs, as companies focus on unified customer data platforms for seamless experiences.

Safe Software expands to the UK and Ireland, opening new centres to enhance European customer support and target USD $250m revenue by 2028.

A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.

RCS messaging in the UK has surged 65% in 2024, boosted by Apple iOS support and AI, as brands enhance customer engagement with richer, interactive chat tools.

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

Australian businesses benefit from AI-driven customer engagement, yet 66% of consumers express exhaustion and seek greater trust and control over AI interactions.

Kore.ai and TeKnowledge have partnered to help enterprises scale AI adoption beyond pilots, enhancing customer service and business operations globally.

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.

Freshworks launches Freddy AI Agent Studio, enabling businesses to deploy autonomous AI agents for faster, no-code customer and IT support solutions.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.

Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.

Bolt has launched its ride-hailing service in Auckland, aiming to challenge market leaders with more driver-friendly terms and affordable fares.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

Ventrica has launched Ventrica Digital with a GBP £4.2 million investment to enhance customer experience using Zendesk’s platform and services over three years.

Adobe launches AI agents to help marketers and support teams streamline workflows and improve customer experience across its Experience Platform.