Self-service stories

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.

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CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.

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

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.

University of York selects Workday to replace dozens of legacy HR and finance systems with a single AI-driven cloud platform.

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.

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

Australian businesses are leveraging AI technology to halve call centre waiting times, boosting customer service and employee satisfaction across the sector.

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

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

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.