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Customer Support stories

Slalom wins Salesforce award for Pets at Home AI work
Digital Transformation

Slalom wins Salesforce award for Pets at Home AI work

Customer service volumes fell by about 30% on the first day after an AI system went live, while satisfaction stayed above target.

By Sean Mitchell • 4 min read • 3 days ago
UK shoppers prefer reliable retail tech over flashy AI
Digital Transformation

UK shoppers prefer reliable retail tech over flashy AI

UK retailers could miss the mark on digital spending, with shoppers valuing reliable basics such as pricing and returns over flashier AI tools.

By Sofiah Nichole Salivio • 3 min read • Last week

Global Stories

Customer Support stories

Ecommpay warns AI checkout could exclude vulnerable users
Fintech

Ecommpay warns AI checkout could exclude vulnerable users

More than half of consumers are vulnerable to some degree, raising fears that AI-led checkout could leave many unable to complete payments.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Gallagher Security wins OSPA manufacturer award again
Partner Programmes

Gallagher Security wins OSPA manufacturer award again

The award underlines Gallagher Security's 15% annual R&D spend and growing US push, as customers gain simpler upgrades and support.

By Sean Mitchell • 3 min read • 3 days ago
Catapult uses AI agents to speed up support worldwide
Software-as-a-Service

Catapult uses AI agents to speed up support worldwide

Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.

By Sean Mitchell • 8 min read • Last week
Cloud5 to acquire interTouch CALA in Latin America
Digital Transformation

Cloud5 to acquire interTouch CALA in Latin America

The deal will widen Cloud5's hospitality footprint as hotel groups in Latin America and the Caribbean boost technology spending.

By Sofiah Nichole Salivio • 4 min read • Last week
Proxmox launches Canadian arm with 24/7 enterprise support
Virtualisation

Proxmox launches Canadian arm with 24/7 enterprise support

North American customers will get round-the-clock vendor support as Proxmox opens a Kingston subsidiary and extends premium cover from October 19.

By Sofiah Nichole Salivio • 4 min read • Last week
Bybit launches AI chat interface for trading & support
Fintech

Bybit launches AI chat interface for trading & support

Users must opt in and fund a separate sub-account as Bybit folds trades and support into one chat window, with risk controls in place.

By Karen Joy Bacudo • 4 min read • Last week
Zendesk adds real-time voice translation for contact centres
Software-as-a-Service

Zendesk adds real-time voice translation for contact centres

It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.

By Sofiah Nichole Salivio • 4 min read • Last week
TP wins Frost & Sullivan Asia-Pacific customer service award
Customer Relationship Management

TP wins Frost & Sullivan Asia-Pacific customer service award

AI-driven service delivery and stronger client results helped TP secure Frost & Sullivan's top Asia-Pacific customer experience honour.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Airties launches Aura AI engine for telecoms support
Data Analytics

Airties launches Aura AI engine for telecoms support

Turknet is first to use the system as operators seek to cut support costs, reduce engineer visits and fix broadband faults faster.

By Joseph Gabriel Lagonsin • 5 min read • Last week
PCI Pal launches MCP server for secure AI payments
Data Protection

PCI Pal launches MCP server for secure AI payments

Banks and contact centres can now let AI agents take payments without exposing card data, while keeping PCI-DSS controls intact.

By Karen Joy Bacudo • 3 min read • Last week
AnywhereNow teams with Meridian IT on Microsoft Teams
Software-as-a-Service

AnywhereNow teams with Meridian IT on Microsoft Teams

Businesses can now add AI-driven customer service inside Microsoft Teams as AnywhereNow and Meridian IT bundle deployment and support around existing systems.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer Support stories

Boston Logan adds AI hologram concierges for travellers
Digital Transformation

Boston Logan adds AI hologram concierges for travellers

Travellers at Boston Logan now have a multilingual AI avatar directing them to gates and baggage claim, easing pressure on airport staff.

By Sofiah Nichole Salivio • 5 min read • 3 days ago
LoanPro AI tool cuts loan servicing call times 15%
Software-as-a-Service

LoanPro AI tool cuts loan servicing call times 15%

Loan servicers could see fewer escalations and faster calls as the new interface also creates an audit trail for compliance checks.

By Karen Joy Bacudo • 4 min read • Last week
Australian firms lose customers to skilled role gaps
Digital Transformation

Australian firms lose customers to skilled role gaps

Customer service and revenue are taking a hit as Australian employers struggle to fill critical roles, a survey finds.

By Sean Mitchell • 5 min read • Last week
Superloop launches Kay AI assistant for business users
Network Infrastructure

Superloop launches Kay AI assistant for business users

Business partners can now handle quotes, faults and account tasks in one place as Superloop adds an AI assistant to Krypton.

By Joseph Gabriel Lagonsin • 3 min read • Last week