Author: Kellie Hackney

AI agents are reshaping customer service, particularly across chat and messaging. But when something goes wrong, when stakes are high and time is short, Australians still turn to the tried and tested phone call to resolve their issue. Yet itʼs the channel most organisations have been slowest to bring into line with broader customer expectations. Those same expectations are making the gap harder to ignore. While AI has changed what’s possible in chat and messaging, making instant resolution at any hour of the day the bare minimum, phone lines look remarkably similar to a decade ago. The technology is there,…

As competition grows and customer expectations continue to rise, experience has become one of the few remaining levers for differentiation and customer loyalty. For CX leaders, the challenge is no longer limited to resolving issues efficiently, it’s about moving beyond transactional interactions to ones that foster trust and long-term relationships. AI agents have emerged as an essential tool to supercharge loyalty. Powered by generative AI, these intelligent agents go beyond simply responding to queries. They solve problems and take autonomous actions that enable businesses to deliver faster, smarter, and more personalised service – a shift that consumers are noticing. According…