Customer service stories - Page 14

Talkdesk expands its partnership with Databricks to unify customer data, enhancing AI-driven automation and personalised experiences on its CXA platform.

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

OCS New Zealand is the first globally to deploy Esker's full AI-driven finance automation suite, enhancing efficiency and accuracy in its financial operations.

As liquidation rises 31.9%, NZ small businesses face a tough holiday battle for staff, cashflow and compliance to keep operations thriving beyond survival mode.

NiCE Cognigy launches AI Ops Centre, a real-time hub to monitor and maintain enterprise AI agents' reliability and boost customer experience resilience.

Salesforce and AWS have expanded their partnership to accelerate AI agent adoption, enhancing workflows, data integration, and customer service globally.

Oracle has integrated new AI agents into Fusion Cloud Applications to boost efficiency and decision-making in finance, HR, supply chain, and sales.

Salesforce teams up with Stripe and OpenAI to launch AI-powered Instant Checkout, enhancing personalised shopping and speeding up online purchases for retailers.

Salesforce and AWS are deepening their decade-long collaboration to boost secure AI agent adoption in enterprises, enhancing data, contact centres and procurement.

Coveo has enhanced AI support on Agentforce with custom context passthrough tools, boosting response accuracy and accelerating issue resolution for enterprises.

Genesis Energy will adopt the Databricks Data Intelligence Platform to enhance its AI use, boost data management, and train staff in a major digital transformation.

Tudor Environmental has boosted efficiency by automating customer service emails and integrating systems with BPA Platform, saving 10 hours weekly.

Salesforce has launched Agentforce 360, a platform that unites human employees and AI agents to boost workplace productivity and customer service.

Appian has named Roboyo, WNS, Deloitte, Accenture, and Via Appia as winners of its 2025 APJ Partner Awards for excellence, innovation and growth in the region.

Many enterprise AI systems mimic human tasks, limiting innovation; experts urge shifting to machine-native designs for transformative potential beyond imitation.

Shippit launches AI platform across Australia and New Zealand to help retailers close the AUD $18 billion delivery gap and boost online sales.

Westpac NZ teams up with fintech Akahu to offer detailed transaction info, helping customers better understand their statements and cut query calls.

Zendesk unveils AI-powered Voice Agents and advanced analytics, aiming to boost customer service efficiency and reach USD $200m AI revenue this year.

Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.

Only 18% of New Zealanders trust companies' use of AI, with 62% fearing it limits human contact, impacting spending and loyalty in customer service.