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Customer service stories

Cequence launches agent controls for enterprise AI
Data Protection

Cequence launches agent controls for enterprise AI

The release aims to curb a growing security risk as enterprises let autonomous agents into internal apps with broad human-style access.

By Shannon Williams • 4 min read • Last month
Banks struggle to move AI pilots beyond test stage
Digital Transformation

Banks struggle to move AI pilots beyond test stage

Poor data, ageing systems and tight regulation are leaving most bank AI projects stuck in pilots, despite heavy investment in the technology.

By Karen Joy Bacudo • 5 min read • Last month
eCommerce AI spending rises as leaders fear readiness gap
Data Protection

eCommerce AI spending rises as leaders fear readiness gap

Despite higher budgets, 73% of eCommerce leaders say their firms are not ready for wider AI use, survey data show.

By Shannon Williams • 4 min read • Last month
Telecoms warned against rushing AI rollouts, survey finds
Network Infrastructure

Telecoms warned against rushing AI rollouts, survey finds

Telecom operators risk stranded pilots if they put AI live too quickly, with 43% of professionals citing rushed rollouts as the biggest mistake.

By Sean Mitchell • 4 min read • Last month
Why frontline mobility is becoming an operational intelligence layer
Digital Transformation

Why frontline mobility is becoming an operational intelligence layer

Frontline device outages are costing logistics and healthcare teams hours a month, pushing mobility from support tool to data source.

By Michael Dyson • 4 min read • Last month
SAS launches AI Navigator for governance oversight
Digital Transformation

SAS launches AI Navigator for governance oversight

Businesses face rising compliance and security risks as SAS adds a single governance layer for AI models and agents across their life cycle.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Vodafone & Google Cloud launch AI & security tools
Unified Communications

Vodafone & Google Cloud launch AI & security tools

Small firms in Germany and Greece are first in line for Vodafone Business’s new Google Cloud-backed AI concierge and cyber defence tools.

By Mark Tarre • 3 min read • Last month
Tata Steel expands Google Cloud AI rollout across plants
Digital Transformation

Tata Steel expands Google Cloud AI rollout across plants

Automated safety checks and complaint handling are already cutting delays and risks as the steelmaker scales agentic AI across operations.

By Sean Mitchell • 5 min read • Last month
Crescendo expands into UK & Europe after rapid growth
Unified Communications

Crescendo expands into UK & Europe after rapid growth

The customer experience software provider is courting UK and European brands as it passes USD $100 million in annual recurring revenue.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Celonis & ProcessLab launch banking apps for mortgages
Software-as-a-Service

Celonis & ProcessLab launch banking apps for mortgages

Banks could speed up mortgage approvals and customer service with the new tools, after one lender cut response times by 32%.

By Karen Joy Bacudo • 4 min read • Last month

Stories from Other Regions

Customer service stories

NAB creates first AI Science team, appoints George Mathews
Robotics

NAB creates first AI Science team, appoints George Mathews

The bank is formalising its AI push with specialist in-house skills to build and test systems safely for customer use.

By Mark Tarre • 4 min read • Last month
Loop launches AI suite to cut retailer returns costs
Software-as-a-Service

Loop launches AI suite to cut retailer returns costs

Retailers could trim refunds, service queries and fraud losses as the new suite uses data from 200 million shoppers to automate post-purchase changes.

By Sean Mitchell • 4 min read • Last month
UK finance staff use generative AI daily, survey finds
Digital Transformation

UK finance staff use generative AI daily, survey finds

Compliance teams face new blind spots as 61% of UK financial services and insurance staff use generative AI daily, a survey found.

By Karen Joy Bacudo • 3 min read • Last month
Home Depot rolls out AI voice agents across US stores
Unified Communications

Home Depot rolls out AI voice agents across US stores

Callers will reach help faster at the retailer as AI now handles routine queries and service requests in US stores, while staff focus on shoppers.

By Sean Mitchell • 3 min read • Last month
Macy's launches AI shopping assistant on website & app
DevOps

Macy's launches AI shopping assistant on website & app

Shoppers can now get tailored product advice online as the retailer’s new tool expands from beta to all users after brisk testing.

By Mark Tarre • 4 min read • Last month
BT launches UK's first sovereign cloud & AI portfolio
Data Protection

BT launches UK's first sovereign cloud & AI portfolio

Greater control over sensitive data could help UK organisations adopt AI faster, with BT’s new sovereign portfolio aimed at regulated workloads.

By Mark Tarre • 4 min read • Last month
VoCoVo launches AI gateway for retailers' shop floors
Data Protection

VoCoVo launches AI gateway for retailers' shop floors

Retailers can now link existing AI tools to shop-floor staff through headsets, aiming to speed service without new hardware or retraining.

By Mark Tarre • 4 min read • Last month
Pepperstone Crypto: Digital assets go mainstream as investors take control of financial future
Crypto

Pepperstone Crypto: Digital assets go mainstream as investors take control of financial future

Clearer rules and institutional flows are making digital assets easier for Australians to trade, particularly younger investors seeking diversification.

By Donovan Jackson • 4 min read • Last month