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Customer Support Stories - Page 4

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OpenAI finds ChatGPT shifting tasks across job roles
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
G2A launches AI support agent called Dave for sellers
Software-as-a-Service

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 Sofiah Nichole Salivio • 4 min read • Last month
Qualys appoints Ben Brown to lead ANZ channel push
Software-as-a-Service

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 Joseph Gabriel Lagonsin • 3 min read • Last month
Kong opens Milan & Paris offices amid Europe growth
Software-as-a-Service

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 Mark Tarre • 3 min read • Last month
G2A rolls out AI support agent Dave to sellers worldwide
Software-as-a-Service

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 Sofiah Nichole Salivio • 3 min read • Last month
DevRev launches Voice AI for customer support calls
Software-as-a-Service

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.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Enterprise AI buyers increase spending but demand proof
Software-as-a-Service

Enterprise AI buyers increase spending but demand proof

Enterprise AI purchases are facing tougher checks as 64% of buyers demand proof, slowing deals even as spending keeps rising.

By Sofiah Nichole Salivio • 4 min read • Last month
DevRev launches Voice AI for customer support calls
Software-as-a-Service

DevRev launches Voice AI for customer support calls

The rollout puts pressure on support teams to resolve calls without losing context, as rivals race to turn voice from routing tool into action.

By Mark Tarre • 4 min read • Last month
Kore.ai appoints two chiefs to drive enterprise AI growth
Software-as-a-Service

Kore.ai appoints two chiefs to drive enterprise AI growth

The restructure puts sales and customer delivery under new leaders as enterprise buyers demand stronger governance, support and reliability from AI agents.

By Mark Tarre • 4 min read • Last month
Kore.ai names Uma Sandilya Chief Commercial Officer
Digital Transformation

Kore.ai names Uma Sandilya Chief Commercial Officer

The enterprise AI software provider is tightening accountability across sales, delivery and marketing as buyers shift to wider deployments.

By Sofiah Nichole Salivio • 4 min read • Last month
OpenAI launches Presence for enterprise voice agents
Fintech

OpenAI launches Presence for enterprise voice agents

Enterprise users can now limit what AI voice agents access and do, as OpenAI seeks to move beyond pilot projects into production use.

By Sean Mitchell • 4 min read • Last month
Expel warns of cyber gang targeting certificate trust
Malware

Expel warns of cyber gang targeting certificate trust

Financial firms in Asia Pacific face signed malware that can evade Windows checks after attackers abuse support portals to steal certificates.

By Sean Mitchell • 4 min read • Last month

Stories from Other Regions

Customer Support stories

DBS adds agentic AI to virtual assistants for customers
Digital Transformation

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.

By Sean Mitchell • 4 min read • Last month
Australian customer service still leans on phone calls
Digital Transformation

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Sean Mitchell • 4 min read • Last month
Icana.AI CallCoach lifts Finance One compliance checks
Data Protection

Icana.AI CallCoach lifts Finance One compliance checks

Full-call analysis has lifted Finance One's compliance and coaching performance, after the lender reviewed more than 300,000 customer calls.

By Karen Joy Bacudo • 3 min read • Last month
Bank of America adds AI to EricaAssist for faster calls
Fintech

Bank of America adds AI to EricaAssist for faster calls

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.

By Karen Joy Bacudo • 3 min read • Last month
TBC Uzbekistan named among world's top fintechs again
Digital Transformation

TBC Uzbekistan named among world's top fintechs again

Its return to CNBC and Statista's fintech ranking underscores TBC Uzbekistan's growing influence in a fast-expanding digital banking market.

By Karen Joy Bacudo • 3 min read • Last month