Self-service stories

Parloa study finds many global firms bury support details, while most chatbots fail to solve issues and phone menus remain frustrating.

8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.

Workday launches Sana, a conversational AI hub to search, act and automate workflows across its HR, finance tools and third-party apps.

As AI reshapes insurance, automation could free women from routine tasks and open faster routes into higher-skilled, better-paid roles.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.

BIXOLON partners with Printec to standardise compact thermal printers in self-service and retail kiosks across Slovenia and wider Europe.

The CNCF has launched the Certified Cloud Native Platform Engineer credential to certify advanced platform engineering skills for enterprises.

Orbit Analytics launches AirQuery Augmatica, an AI-powered suite boosting business intelligence by enabling faster, self-service analytics across enterprises.

Oracle has introduced new employee engagement features to its Fusion Cloud HCM platform, enhancing internal communication and event management capabilities.

NICE has been recognised as a Leader in the IDC MarketScape for Worldwide Conversational Intelligence and Analytics 2024, showcasing significant market innovation.

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Zendesk has unveiled a suite of AI-driven tools designed to improve omnichannel customer support, enhancing collaboration between human and AI agents.

Five9 unveils AI Knowledge, the latest in its Genius AI Suite, designed to enhance customer experiences using Generative AI and comprehensive data insights.

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

Epicor acquires KYKLO to boost its AI-driven ERP vision, enabling manufacturers, distributors, and retailers to offer enhanced digital experiences and drive growth.