Self-service stories
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.
University of York selects Workday to replace dozens of legacy HR and finance systems with a single AI-driven cloud platform.
UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.
Philippine Airlines slashes call waits to under a minute with Twilio-powered AI, targeting a 'super AI agent' handling most queries by 2026.
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.
Smart Communications launches governance-first AI tools in Conversation Cloud, targeting regulated sectors moving from pilots to production.
CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.
AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.
University of Nottingham Malaysia debuts NOVA AI assistant to give round-the-clock course and admissions guidance to global applicants.
Aviva extends its tech pact with TCS, shifting another 1.1m UK life policies onto the BaNCS platform to streamline service and costs.
Canada signs MOU with Coveo to power digital public services, boost productivity and assert greater control over its data and systems.
Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.
AI-driven customer service boosts customer experience, but investing in employee experience is key to lasting loyalty and staff retention.
GenAI is revolutionising telco customer service by replacing rigid bots with natural conversations, enhancing personalisation and speeding up support resolution.
Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.
Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.
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