Customer service stories

Testlio rolls out human-led AI chatbot testing as brands face pressure to prove safety, accuracy and trust before customer use.

Vection Technologies showcases AI and VR tools for defence, healthcare and property as CEO Gianmarco Biagi targets wider international growth.

HubSpot bets on answer engines and AI-driven sales, marketing and support tools as it says organic traffic has fallen 27% year on year.

Survey finds AI agents are spreading faster than security teams can track them, with most firms lacking visibility, rollback controls and identity governance.

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

Rue Gilt Groupe brings Riskified identity scoring into Zendesk as retailers race to stop refund abuse without slowing customer service.

AI testing lags as more than half of organisations ship features, with 52% saying fewer than half of projects reach full production.

Colt trims ERP switchover downtime to 6.5 hours as cloud overhaul unifies systems across 40 countries and supports sustainability goals.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Scotiabank puts AI under one roof as new enterprise platform rolls out for staff, with commercial email routing and client tools already delivering gains.

Tollring launches AI features to let managers query call recordings in plain English and automate quality checks with over 90% accuracy.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

StorMagic says customers fleeing VMware and rising hardware costs helped drive 36% annual recurring revenue growth as it expands partners.

akto wins Boomi Platinum Partner status as enterprises in Australia and New Zealand seek stronger integration, governance and data foundations for AI.

Peacock Bros' RFID rollout lets a global records company find tagged boxes with one worker, replacing forklift searches across Australia and New Zealand.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

Qlik and ServiceNow team up to pipe governed analytics and metadata into workflows, aiming to sharpen AI agents' decisions across enterprise systems.

Westpac NZ rolls out Microsoft Dynamics 365 Contact Centre with AI support, aiming to speed up calls and cut waits across New Zealand branches.

Kiwis lean on travel agents as Middle East tensions drive reroutes, cancellations and surging demand for expert advice.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.