Service Cloud stories

AI is set to handle 60% of Australian customer queries by 2027, up from 31%, transforming service operations and boosting business efficiency.

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

Granicus deploys AI-powered digital front doors, transforming citizen engagement by streamlining government access for 5,000 agencies globally amid rising demand.

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

Granicus has launched its Service Cloud platform in Australia and New Zealand to help councils enhance digital services and boost community engagement.

Salesforce unveils Agentforce 3, enhancing control and visibility for enterprises to efficiently scale AI agents across operations amid rising global adoption.

Salesforce and Google have expanded their partnership to enhance AI capabilities, integrating Gemini models with Agentforce for improved customer interactions.

TrueDialog has launched its SMS application for Salesforce Marketing Cloud Engagement, enhancing SMS integration across the Salesforce ecosystem.

Salesforce's new Commerce Cloud integrates B2C, DTC, B2B, and more on a unified AI-powered platform, featuring autonomous agents for enhanced customer experiences.

Salesforce launches Salesforce Foundations, a major upgrade integrating Sales, Service, Marketing, Commerce, and Data Cloud features at no added cost, enhancing user experience.

Salesforce launches Einstein Service Agent, its first fully autonomous AI customer service agent, promising faster, precise resolutions and seamless human handovers.

Lion Parcel partners with Salesforce to enhance customer service using generative AI, reducing case resolution times by 73%.

Salesforce enhances Service Cloud with new features to unify data across digital channels, providing a seamless, personalised customer experience through their Einstein 1 Platform.

Salesforce extends its product availability on the AWS Marketplace to Australia, streamlining procurement and billing, and boosting operational performance through pre-approved budgets.

Australia Post partners with Salesforce for a comprehensive digital transformation strategy, aiming to improve customer service across all sectors with AI integration.

Salesforce unveils public beta for Einstein Copilot, a customisable AI assistant set to revolutionise customer relationship management by utilising company-specific data securely.

Absoft, a UK-based SAP firm, heightens customer experience by integrating Salesforce Service Cloud into its service delivery operations, optimising operations and modernising client services.

Southern Cross Credit Union (SCCU) partners with global cloud communications firm, Vonage, enhancing their customer support system in Australia by employing Vonage Fusion's UCaaS and CCaaS solutions.

Salesforce and AWS amplify their strategic partnership, enabling cross-platform integration to simplify data management and utilise AI technologies. .

TeamViewer's Tensor is now integrated with SAP Service Cloud, improving customer service efficiency and data security.