AI Customer Service News
Recent AI customer service news on Australian enterprise deployments, Zendesk, MYOB, ANZ, ServiceNow and automation ROI.
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Shopify Agentic Storefronts: Why Support Still Matters
Shopify Winter '26 puts products in AI shopping channels. Here is what changes for solo Shopify stores, and why support still matters.
Australian Firms Go Public on AI Customer Service Wins - But Gaps Remain
Australian enterprises including MYOB, Guzman y Gomez, ANZ and Aware Super are moving AI customer service from pilots into live operations.
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NIB Health Insurance Cuts Customer Service Costs 60% With AI
Australian health insurer NIB has saved $22 million with AI-driven customer service tools while cutting service costs by 60%.
Capgemini, Genesys and ServiceNow Team Up on End-to-End Agentic CX
Capgemini has formalised an agentic customer service solution combining Genesys Cloud and ServiceNow CSM for enterprise-scale CX automation.
Telstra Leads Australian Telecoms in AI-Driven Issue Resolution
Australian telcos now lead all sectors for issue resolution speed, with ServiceNow research pointing to sustained AI automation investment.
Forrester: One in Four Brands Will See 10% Self-Service Gains by End of 2026
Forrester predicts practical AI groundwork will drive simple self-service gains, even as service quality dips for some organisations.
Nexon Asia Pacific Achieves 96% CSAT After ServiceNow AI Overhaul
Nexon Asia Pacific reports 96% CSAT, 98% faster onboarding and 12% revenue growth after consolidating customer service on ServiceNow.
72% of Business Leaders Now Believe AI Outperforms Humans in Customer Service
A 2026 HubSpot survey cited by Crescendo.ai found 72% of business leaders believe AI can deliver better customer service than humans.
Australian Government Signs Five-Year AI and Cloud Deal With Microsoft
The Australian federal government has signed a five-year Microsoft agreement expected to accelerate AI and cloud adoption across public services.
AI CSAT Scoring Replaces Post-Survey Guesswork in 2026
AI-backed CSAT systems now analyse every conversation in real time, replacing sparse post-interaction surveys with continuous quality signals.
AI Customer Service Market Moves Well Beyond Chatbots in 2026
The customer service AI market now spans autonomous agents, voice AI, conversation intelligence and full-stack platforms beyond basic chatbots.
Australian Consumers Cut 10 Million On-Hold Hours - But Empathy Gap Persists
ServiceNow research says AI has saved Australians 10 million on-hold hours, but concerns about empathy and complex query handling remain high.
ServiceNow: AI Saved Australians 10 Million Hours of Hold Time - But Gaps Remain
ServiceNow says AI has cut 10 million hours from Australian hold times, but concern over poor understanding and weak human handoff remains high.
Forrester: 2026 Will Be the Year of Unglamorous AI Groundwork, Not Transformation
Forrester predicts customer service AI in 2026 will be defined by data cleanup, process redesign and vendor consolidation more than autonomous transformation.
NIB Health Cuts Customer Service Costs by 60% With AI - And Calls It a Blueprint
NIB Health cut customer service costs by 60% and saved AU$22 million with AI-driven assistants and self-service tools, according to IPscape.
68% of Enterprise Interactions in Australia Now Handled by AI Agents - Study
Vegavid analysis says autonomous AI systems now handle more than 68% of Tier 1 and Tier 2 enterprise customer interactions in Australia.
72% of Business Leaders Now Believe AI Outperforms Humans at Customer Service
A HubSpot survey cited by Crescendo.ai found 72% of business leaders believe AI can deliver better customer service than human agents.
Manual CSAT Surveys Are Dying. AI Is Taking Over Quality Measurement
AI-backed CSAT systems measure every customer conversation instead of relying on sparse post-chat surveys and extreme response bias.
Telcos Were Australia's Worst for Wait Times. Now They're the Fastest. AI Did It.
ServiceNow research says Australian telecommunications providers have moved from poor wait times to the fastest issue resolution, helped by AI automation.
Multimodal AI: Customers Can Now Send a Voice Note, a Photo, and a Text in One Support Chat
Multimodal AI support lets customers combine text, photos and voice notes in one conversation so AI can understand the full issue context.
Australia's Diverse Population Makes Multilingual AI Support a Necessity, Not a Feature
Australia's multilingual customer base makes AI support in 50-plus languages a service equity issue as well as a commercial opportunity.
Poor AI Handoffs Are Driving Customers to Competitors - Here Is What the Data Shows
Australian research shows weak AI-to-human handoffs are a direct revenue risk, especially in retail where one bad experience can trigger switching.
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