Self-service stories

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.

Philippine Airlines slashes call waits to under a minute with Twilio-powered AI, targeting a 'super AI agent' handling most queries by 2026.

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.

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.

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.

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

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.

Adyen has partnered with Aigens to boost operational efficiency in the food and beverage sector in Hong Kong and Singapore through enhanced payment solutions.

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