Tag: customer service

FPT, Vietnam Airlines and Skywise sign MoU to explore AI services for airline operations

3 days ago

Bernard Parado

Vietnam – FPT, Vietnam Airlines, and Skywise, Airbus’ digital services company, have signed a Memorandum of Understanding (MoU) to explore the development of AI-powered services for airlines. Announced on 4 November 2026, the agreement combines Vietnam Airlines’ operational data and expertise, insights...

Freshworks acquires Robusta to add AI incident investigation to Freshservice

4 days ago

Bernard Parado

Singapore – Freshworks has acquired Robusta Dev Ltd., an AI-driven incident intelligence engine, to bring automated investigation of IT disruptions into its Freshservice platform. The company announced the deal on 2 November and did not disclose financial terms. Robusta uses AI to investigate technology...

Businesses deploying AI agent teams as personal AI agents enter customer service

1 week ago

Ansherina Baes

Sydney, Australia – Businesses are increasingly using teams of artificial intelligence (AI) agents to manage interactions with customers’ personal AI assistants, as agent-to-agent communication becomes more common in customer service operations. Research involving 118 customer service practitioners...

NiCE Cognigy now generally available in India with multilingual voice AI

1 month ago

Bernard Parado

Mumbai, India – NiCE has made its Cognigy AI agent platform generally available in India, with voice support for languages including Hindi, Tamil, Bengali and code-mixed Hinglish, the company announced on 23 September 2026. The platform handles voice, text and image, and lets users switch between them...

Singlife deepens Salesforce partnership with new AI customer service tools

1 month 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

1 month 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

1 month 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

1 month 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

4 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

4 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.

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

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Video Title Here: The Indonesian on-ground activation status

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