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Self-service Stories - Page 4

American Stories

Self-service stories

8x8 adds AI tools to contact centre and WhatsApp CX
Unified Communications

8x8 adds AI tools to contact centre and WhatsApp CX

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

By Kaleah Salmon • 4 min read • Thu, 19th Feb 2026

Global Stories

Self-service stories

Tap into the future: How the University of Sydney transformed campus life with digital ID
EduTech

Tap into the future: How the University of Sydney transformed campus life with digital ID

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

By Gallagher Security • 6 min read • Tue, 10th Mar 2026
How the universal adoption of AI can help women in insurance balance the scales
Digital Transformation

How the universal adoption of AI can help women in insurance balance the scales

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

By Laura Drabik • 4 min read • Mon, 9th Mar 2026
AI-era contact centres become strategic CX data hubs
Customer Relationship Management

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Thu, 5th Mar 2026
Zoom unveils Virtual Agent 3.0 for complex CX tasks
Unified Communications

Zoom unveils Virtual Agent 3.0 for complex CX tasks

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 25th Feb 2026
Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
NiCE report shows agentic AI transforming contact centres
Unified Communications

NiCE report shows agentic AI transforming contact centres

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

By Sean Mitchell • 4 min read • Tue, 17th Feb 2026
Smart Communications debuts AI tools for compliance-led CX
Document Management

Smart Communications debuts AI tools for compliance-led CX

Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Feb 2026
BIXOLON, Printec power thermal receipt kiosks push
Customer Experience

BIXOLON, Printec power thermal receipt kiosks push

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

By Joseph Gabriel Lagonsin • 3 min read • Fri, 23rd Jan 2026

Stories from Other Regions

Self-service stories

Chaty links AI voice receptionist with ROLLER bookings
Digital Transformation

Chaty links AI voice receptionist with ROLLER bookings

Chaty links its AI voice receptionist to ROLLER, letting attractions take bookings, payments and manage calls automatically around the clock.

By Catherine Knowles • 3 min read • Mon, 2nd Mar 2026
UK airlines turn to agentic AI & WhatsApp to cut queues
Customer Relationship Management

UK airlines turn to agentic AI & WhatsApp to cut queues

UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.

By Joseph Gabriel Lagonsin • 3 min read • Wed, 25th Feb 2026
Philippine Airlines cuts waits with AI contact centre
Unified Communications

Philippine Airlines cuts waits with AI contact centre

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

By Sofiah Nichole Salivio • 5 min read • Wed, 25th Feb 2026
Smart Communications rolls out governance-first AI tools
Digital Transformation

Smart Communications rolls out governance-first AI tools

Smart Communications launches governance-first AI tools in Conversation Cloud, targeting regulated sectors moving from pilots to production.

By Melania Watson • 5 min read • Thu, 5th Feb 2026
A CX Measurement Gap That Has Been Circling for Years
Customer Experience

A CX Measurement Gap That Has Been Circling for Years

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

By Jeff Blair • 4 min read • Thu, 29th Jan 2026
AI to manage 41% of Singapore customer service by 2027
Digital Transformation

AI to manage 41% of Singapore customer service by 2027

AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

By Shannon Williams • 4 min read • Tue, 13th Jan 2026
Nottingham Malaysia launches AI agent for student recruitment
EduTech

Nottingham Malaysia launches AI agent for student recruitment

University of Nottingham Malaysia debuts NOVA AI assistant to give round-the-clock course and admissions guidance to global applicants.

By Mark Tarre • 4 min read • Fri, 9th Jan 2026
Aviva expands TCS deal to run more UK life policies
Digital Transformation

Aviva expands TCS deal to run more UK life policies

Aviva extends its tech pact with TCS, shifting another 1.1m UK life policies onto the BaNCS platform to streamline service and costs.

By Catherine Knowles • 4 min read • Fri, 19th Dec 2025