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.

Empower FCU picks MANTL to streamline omnichannel account opening, targeting sub-10-minute sign-ups across digital and branch channels.

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

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.

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

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.

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

Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.

Coveo's latest CX Relevance Report reveals that 49% of customers experience AI hallucinations, prompting scepticism and a demand for better digital experiences.

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.