Customer Support Stories - Page 3

Infobip RCS traffic surges 169% as US leads growth

Brands are moving beyond SMS, as Infobip's RCS traffic jumped 169.3% in the first half, with US interactions up 1,298.8%.

DXC joins ElevenLabs funding round in voice AI push

The deal gives DXC access to ElevenLabs' voice AI as enterprises race to automate customer service and internal workflows.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Nozomi Networks appoints co-founder Carcano as CEO

The change comes after Mitsubishi Electric's AUD $1.4 billion purchase of Nozomi, while customer support and the product roadmap stay unchanged.

By Sofiah Nichole Salivio • 4 min read • Last month

TrustedTech joins Microsoft's Unified for Partners programme

Early access to Microsoft's new support model could improve response times for TrustedTech customers as the partner programme rolls out globally.

Data Analytics

OpenAI finds ChatGPT shifting tasks across job roles

OpenAI's data suggests smaller firms may be feeling the biggest change, as staff use ChatGPT to handle tasks once passed to other teams.

By Sean Mitchell • 4 min read • Last month

By Sofiah Nichole Salivio • 4 min read • Last month

G2A launches AI support agent called Dave for sellers

The rollout should ease support bottlenecks for sellers as the tool handles surges in game-release enquiries across 180 countries.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Qualys appoints Ben Brown to lead ANZ channel push

Expansion in Australia and New Zealand is expected to deepen Qualys' managed risk services push as it adds four local hires.

By Mark Tarre • 3 min read • Last month

Kong opens Milan & Paris offices amid Europe growth

Customer demand across Europe has fuelled a 72% rise in Kong's regional base, prompting new offices in Milan and Paris.

By Sofiah Nichole Salivio • 3 min read • Last month

G2A rolls out AI support agent Dave to sellers worldwide

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%.

By Joseph Gabriel Lagonsin • 4 min read • Last month

DevRev launches Voice AI for customer support calls

Pressure is mounting on support teams to show AI results, as DevRev ties live calls to the records needed to solve queries.

Stories from Other Regions

Customer Support stories

Risk & Compliance

ChatSee warns of AI failures beyond hallucinations

Execution and escalation breakdowns now outnumber hallucinations in enterprise AI failures, according to more than 10,000 observed incidents.

By Karen Joy Bacudo • 4 min read • Last month

Fintech

Backbase banking AI beats GPT-4.1 in live deployment

In a seven-month test, the specialist model answered more banking queries than GPT-4.1 while refusing uncertain prompts less often than expected.

By Karen Joy Bacudo • 4 min read • Last month

Adyen report finds Singapore shoppers split by age

Younger Singaporeans are driving higher retail spend, while payment errors and AI adoption are reshaping how retailers compete.

By Sofiah Nichole Salivio • 3 min read • Last month

Zingtree appoints Venkat Iyer as Chief Technology Officer

The hire is aimed at accelerating AI product development and strengthening governance as Zingtree targets regulated customer service operations.

Paylink appoints new Senior Leaders as business evolves platform

The Grantham-based affordability technology provider is expanding beyond its Embark platform as it targets more clients and stronger customer support.

By Sean Mitchell • 4 min read • Last month

DBS adds agentic AI to virtual assistants for customers

Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.