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Customer Matters Weekly Issue #1

AI agents turn up on both sides of the counter

Monday 26 October 2026 4-minute read CX · Customer service · Contact centres

This week, AI agents turned up on both sides of the counter: companies plugging AI into their contact centres, and customers sending AI agents to shop for them.

Meanwhile, Australia's financial complaints ombudsman reported its busiest year ever.

AI and technology

Constellation Research · 21 Oct · Global

Microsoft wants to add its AI to the contact centre platform you already run

Microsoft Contact Center Intelligence is now in public preview. Instead of replacing your platform, it adds self-service agents, an agent assist tool, voice biometrics and a quality assurance agent that scores both AI and human interactions.

It connects to platforms including Cisco Webex, Avaya and Five9. Pricing hasn't been announced.

Read the full article on Constellation Research →

CX strategy

Regulation and complaints

Banking Day · 23 Oct · Australia

AFCA records its busiest year, and says complaints are still rising

The Australian Financial Complaints Authority received almost 120,000 complaints in 2025–26, up in every industry. Scams and unauthorised transactions led banking complaints, and superannuation complaints rose 42%.

Chief Ombudsman David Locke said firms "need to do more to identify hardship early and provide meaningful support". A new Scams Ombudsman opens on 31 March 2027.

Read the full article on Banking Day →

Fail of the week

Worth your time

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Customer Matters Weekly by ACXPA. Every Monday.

Summaries are written by ACXPA in our own words and link to the original source. Views in linked articles are their authors' own.

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