Deploying an automated chatbot in less than two weeks, contextualising communications regardless of channel and improving internally efficiencies are just some of the wins for 1800 Flowers after overhauling its customer service approach.

Kmart has launched an Australian-developed augmented reality (AR) tool, the KBot, with its latest home decor catalogue.

IAG’s NRMA insurance achieved record online customer engagement and successfully reached business objectives thanks to its Stevie award-winning ‘Arlo the Koala’ chatbot, an extension of its ‘Arlo the Koala’ advertising campaign that made headlines across marketing and media press.

Seamless and frictionless end-to-end customer journeys through automation and bots is the end game for Optus VP of digital consumer, Vaughan Paul, as he works to respond to customers engaging more online and digitally.

Managing stakeholder expectations around the artificial intelligence (AI) journey, embracing an iterative approach and building internal capability are key lessons David Jones has learnt after transforming its customer service approach.

Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting a company.​

Customers want phone, email and online help, plus new tools like messaging and chat bots with help from real human agents, according to BT’s Autonomous Customer 2020 research. The report said, while technologies come and go, the message from customers is unchanged: Make it easy, make it secure and we will reward you.

Looking to create a point of difference on customer service, health fund, Bupa, has launched a WhatsApp messaging channel that customers can use instead of waiting on hold.

​A virtual agent going by the name of ‘Zoe’ has been launched by the South Australian health department in response to a surge in COVID-19-related queries to the state’s hospital switchboards and the 000 line.

The University of Sydney has developed a chatbot utilising artificial intelligence (AI) to help it handle the raft of COVID-19-related student inquires it’s fielding as a result of the pandemic, which has seen classes move online, facilities closed and students unable to attend university.

The Art Gallery of NSW is looking to bring more engaging mobile capability to future exhibitions following the use of a chatbot that put its Japan Supernatural exhibition right into the hands of potential visitors.

These days, most marketers recognise customer experience (CX) is vital for a healthy, profitable brand. But while most marketers want to offer good CX, how best to go about it seems to be the sticking point.

Consumers globally are demanding brands offer them direct messaging as a way of communicating, a new report claims.

A new study has found, by 2030, 67 per cent of customer engagement will be handled by smart machines. However, will this simply be trading empathy for efficiency?

Picture a Venn diagram containing the words ‘fast’, ‘cheap’ and ‘good’ in three separate circles. Conventional wisdom suggests the best any organisation can hope to achieve when designing a product or service is two out of three. If you want something fast and cheap, it won’t be good, or if you want something good and fast, it won’t be cheap, and so on.

Australian consumers are known for their love of sport. But for any new team that wants to build an audience, establishing a brand among so much competing noise can be a difficult challenge.

Few people have successfully dragged a sport that was popular during the Parthian Empire into the heart of one Asia-Pacific’s most modern cities.

​Account-based marketing is front and centre for Marketo under its new owner, Adobe, and the group is claiming a world-first on conversational ABM to prove it.

Brand owners often talk about their brand having a personality. Some are sassy, others are authoritative, and a few are cheeky. But when it comes to bringing the brand to life through a chatbot interface, focusing in on the personality might be the last thing you want to do.

Setting clear expectations and building trustworthiness are two vital ingredients every organisation should be paying close attention to as they start to transform their customer approach using artificial intelligence (AI).

UBank has launched its third artificial intelligence-based customer assistance offering and what it claims is the first digital human home loan application assistant.