Tag: customer service

Singlife deepens Salesforce partnership with new AI customer service tools

3 days ago

Bernard Parado

Singapore – Singlife is now resolving more than 20% of its general insurance email enquiries through an AI agent, as its collaboration with Salesforce deepens. The GI Email Agent assesses incoming customer emails in real time, first identifying the nature and urgency of each request. Straightforward...

APAC consumers quitting AI customer service over lack of memory, new report finds

3 days ago

Bernard Parado

Singapore – Seven in 10 consumers across Asia Pacific have abandoned an AI-powered customer service interaction after the system failed to recognise them or their previous history with a brand, according to new data from Twilio (NYSE: TWLO). Of those affected, 5% went further and ended their relationship...

Zendesk appoints David Hall-Johnston as Chief Technology Officer to lead APJ AI strategy

4 days ago

Bernard Parado

Singapore – Zendesk has appointed David Hall-Johnston as Chief Technology Officer for Asia Pacific and Japan, a move that comes as enterprises across the region shift from experimenting with artificial intelligence to embedding it within business-critical service operations. Based in Melbourne, Hall-Johnston...

Merlin Entertainments expands AI-powered guest services across global attractions

5 days ago

Ansherina Baes

Australia – Merlin Entertainments is expanding the use of artificial intelligence (AI) across its global attractions through NiCE’s CXone customer experience platform, covering services from trip planning and ticketing to reservations and post-visit support. Merlin operates more than 140 attractions...

8x8 expands ‘AI Studio’ capabilities with real-time voice translation and new AI features

3 months ago

Teddy Cambosa

The new translation feature builds on earlier AI model enhancements within the platform, including support for OpenAI’s GPT-Realtime-2 model, which the company said improves transcription accuracy for accented and non-native speech.

Salesforce agrees to acquire AI customer service firm Fin for $3.6b

3 months ago

Teddy Cambosa

The proposed acquisition, which remains subject to customary closing conditions and regulatory approvals, is expected to close during the fourth quarter of Salesforce's fiscal year 2027.

EngageLab launches LiveDesk to advance enterprise CX capabilities across global markets

9 months ago

Rei Fortes

Singapore – EngageLab has debuted LiveDesk, an AI-enabled customer service platform designed to strengthen how enterprises manage interactions across multiple digital channels. The platform combines automated systems with human support teams, following the philosophy of ‘AI Agent x Human Agent’...

NiCE appoints Jeff Comstock as new president of CX product and technology

11 months ago

Rei Fortes

Singapore – NiCE, a global provider of AI-powered customer experience and business solutions, has announced the appointment of Jeff Comstock as president of CX product & technology, effective 1 October 2025, as part of the company’s executive leadership team. Jeff brings over 25 years of experience...

Maxicare taps Salesforce Agentforce to enhance customer service management for dental care processes

1 year ago

Rei Fortes

Manila, Philippines — Maxicare Healthcare Corporation, a leading health maintenance organisation (HMO) in the Philippines, has adopted Salesforce’s Agentforce within Service Cloud to streamline dental care processes. The initiative aims to modernise the handling of dental Letters of Authorisation...

Zendesk launches agentic AI-powered resolution platform for enhanced customer service

1 year ago

Azunta Gaviola

Singapore – Zendesk, an agentic AI-powered service firm, has recently introduced the Zendesk Resolution Platform designed to transform customer experience. This new platform brings together advanced capabilities like Zendesk AI Agents, a unified knowledge graph, integrations and automations, governance...

Video Title Here: The Indonesian on-ground activation status

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Tag: customer service

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Video Title Here: The Indonesian on-ground activation status

Video Title Here: The Indonesian on-ground activation status

Video Title Here: The Indonesian on-ground activation status

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