Self-service stories

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.

University of Sydney swaps ageing plastic cards for tap-and-go digital IDs, transforming access, security and sustainability across campus.

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.

IDeaS has unveiled an API data integration developer portal aimed at boosting collaboration among hospitality technology providers and streamlining connections.

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.

Network for Learning (N4L) introduces MyN4L, a new platform helping New Zealand schools manage online activity with ease and efficiency.

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