Call centre stories
ANCAP's new safety criteria are likely to make emergency-call systems a must-have, after one million vehicles were linked to Intelematics' platform.
Listeners preferred emotion and clarity over human likeness, with Google's Gemini 3.1 Flash Voice ranking ahead of a real recording.
Enterprise contact centres could cut queue traffic as the new platform slots into existing systems without forcing costly rip-and-replace upgrades.
Healthcare providers can cut fraud and account takeover risks on MyChart, while keeping patient sign-ups and recovery simple.
Sellers on G2A's marketplace can now handle support surges more quickly as the AI tool has cut human intervention on cases by up to 30%.
Pressure is mounting on support teams to show AI results, as DevRev ties live calls to the records needed to solve queries.
The switch has cut Voicify's model costs by up to 30% while helping the platform keep restaurant and healthcare calls flowing at peak times.
The rollout puts pressure on support teams to resolve calls without losing context, as rivals race to turn voice from routing tool into action.
Enterprise users can now limit what AI voice agents access and do, as OpenAI seeks to move beyond pilot projects into production use.
Its AI overhaul has cut quality review time by 80% and lifted customer sentiment 11% since 2023, as travel support volumes rose.
Enterprises are turning to AI agents that can handle complex service requests, raising the stakes for vendors competing on reliability and governance.
Faster real-time responses may help brands cut manual analysis as the new release links customer signals with AI tools across service and marketing.
A lighter open-source release could help developers build voice tools that detect emotion, summarise long recordings and support multiple languages.
Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.
Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.
Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.
Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.
The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.
Call-centre staff at the bank are handling enquiries nearly a minute faster as new generative AI prompts cut call times and speed up guidance.
A free phone service aims to help Australian small businesses move beyond early AI trials, after research found most do not know where to begin.
