Study finds AI is transforming customer service in Singapore
Salesforce’s 7th State of Service report has revealed how AI is reshaping how service teams spend their time, grow their careers, and meet customer expectations.
Tata Communications and NiCE partner to transform global contact centres with AI-powered customer engagement
It aims to deliver intelligent, automated, and hyper-personalised customer experiences across more than 190 countries and territories.
Zoom reports a rise of ‘AI natives’ in the Asia Pacific
The study has revealed that 53% say it is very or extremely important to be able to switch between channels during an interaction, such as from an AI agent to a human agent.
Globe Business accelerates AI-powered customer experience with Salesforce
To equip its sales teams with instant access to critical, specific, and relevant customer data, Globe Business has also piloted Agentforce, the agentic layer of the Salesforce Platform.
Maxicare transforms dental care with Agentforce
With Agentforce in Service Cloud, Maxicare can now offer a more personalised and streamlined customer service experience.
Retailers in Singapore turn to AI agents to beat competition amid rising costs
Their purchase share is also declining in Singapore, from 43% in 2024 to a projected 38% by 2026.
OpenPhone launches Sona, an always-on AI agent
OpenPhone has launched Sona, the always-on AI agent aimed at helping business owners serve customers better.
MoneyHero launches AI Agent to enhance customer service and operational efficiency
It aims to provide accurate and instant responses to customer queries.
Study finds ASEAN telco users likely to switch providers due to poor customer service
44% of telco users across ASEAN who feel neutral to dissatisfied with their current service provider say they would switch providers due to poor customer service.
SK Telecom to introduce AI-powered customer service
SK Telecom’s Telco LMM claims to process text and telecommunications-related images.
RLC Residences aims to enhance customer experiences with Salesforce
RLC Residences, Robinsons Land’s residential division, has partnered with Salesforce to enhance customer experience.
Lion Parcel integrates GenAI with Salesforce to optimise customer service
Lion Parcel, an Indonesian logistics service provider, has forged a partnership with Salesforce to optimise customer service through generative AI (GenAI) integration. Budi Santoso, chief experience officer at Lion Parcel, said, “Using Salesforce and AI solutions, we can effectively analyse and take action on real-time customer data on one platform and deliver superior customer service […]
It’s time to be more strategic about AI in customer service
Generative AI has topped the list of customer inquiries and conversations that I have been having this year — no surprises there! Interestingly, at least half of them have been about AI in customer service and chatbots, virtual assistants, and knowledge bots for customers, which seem top of mind for most customer service leaders. This […]
SG service professionals expect customer service to contribute more revenue in 2024
Salesforce‘s State of Service report reveals that a significant percentage (80%) of service professionals anticipate customer service contributing more revenue this year. Gavin Barfield, the chief technology officer and vice president of Solutions at Salesforce ASEAN, underscores the transformative role of artificial intelligence in customer service. He states, “Service teams must seize every opportunity in the […]
Synology introduces new support AI for customer service
Synology launches its new support AI that integrates artificial intelligence (AI) into its entire customer service process to enhance its quality and efficiency. Vincent Tsai, director of Technical Service at Synology, emphasised the transformative impact of the new support AI on the company’s customer service process. He stated that it is a significant step towards […]
Infobip unveils AI Hub for AI-driven conversational CX
Infobip launched AI Hub, an overhaul of its platform that integrates advanced analytics, AI, and generative AI features with its core Software-as-a-Service (SaaS) portfolio. It also enables building end-to-end conversational customer journeys, upgrades customer engagement for various purposes, and drives business growth without coding knowledge. Infobip collaborated with Microsoft in integrating generative AI within its customer engagement suite. Infobip AI […]
Seamless transition between channels is key to CX outcomes
Gartner warns that 62% of customer service channel transitions are “high-effort” for customers, with less than half of customers who experience a high-effort transition likely to use self-service for their next interaction. A Gartner survey of 1,492 B2B and B2C customers in December 2022 found that a seamless transition between channels is a key driver […]
Improving your customer service strategy in 2022
A Salesforce survey (of US consumers) noted that 82% of consumers expect to continue contacting customer service at pandemic-level rates, and an additional 10% say their contact rates will rise even higher. The survey also observed that only 36% of service professionals feel fully prepared to handle a surge in service and support cases. Further, […]
PodChats for FutureCIO: Why automatedly human is the way forward in CX
* Editor’s note: This article is co-produced by Sukhpreet Kaur According to Forrester, 44% of purchase influencers in Asia-Pacific consider improving customer experience (CX) as one of their top priorities over the next 12 months. Even a minor improvement to a brand’s customer experience quality can add revenue by reducing customer churn and lowering the […]
Proactive service rewarded with value enhancement scores
Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they needed additional information or confirmation. This flawed approach to proactive customer service can create customer confusion and unanswered questions that erode the benefits of a proactive strategy. The findings show that proactive service creates a […]
The need for smart and agile contact centres
The use of artificial intelligence (AI) and automation is becoming more widespread, proving to be a significant business driver especially when it facilitates stronger conversations between humans. McKinsey anticipates that AI could potentially deliver an additional economic output of around $13 trillion by 2030, boosting global GDP by about 1.2% a year. This could also save […]
Prepping CS&S for the lonely customer
By 2026, 75% of customers who call customer service and support organizations will do so out of loneliness, not because they have a customer service issue According to Gartner, this will affect service and support leaders’ priority of migrating customers to self-service and ensuring rep well-being. “Lonely customers looking to fulfil their interpersonal needs through […]
4 CS&S tips targeting millennials and Gen Z customers
Gartner says millennials and Gen Z customers prefer third-party customer service channels, CS&S leaders should take note of how this trend contributes to customer loyalty
Contact routing and analytics to lead APAC contact centre trends for 2021
Comprising of on-premise and cloud applications, the Asia-Pacific contact centre applications market is expected to see strong growth due to inbound contact routing and analytics.
Forget mobile apps, go for messaging
Are the days of mobile apps numbered? Gartner predicts that by 2025, 80% of customer service organizations will have abandoned native mobile apps in favour of messaging for a better customer experience. Digital transformation for service organizations initially focused on websites for desktop users but shifted to enterprise-native mobile app experiences with the proliferation of […]