Self-service stories

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

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.

Research by Cirrus reveals long wait times and vague responses in UK customer service provoke discontent, with older customers demanding faster resolutions.

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.

Customer experience drives sustainable financial growth, risking AUD $87 billion if ignored. Digital banks leverage automation for seamless service.

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.

Salesforce launches Einstein Service Agent, its first fully autonomous AI customer service agent, promising faster, precise resolutions and seamless human handovers.

Epicor acquires KYKLO to boost its AI-driven ERP vision, enabling manufacturers, distributors, and retailers to offer enhanced digital experiences and drive growth.

HID integrates its U.ARE.U Camera Identification System with Amazon Rekognition, enhancing facial analysis and verification for self-service and POS environments.

Rafay Systems enhances its enterprise PaaS with GPU support and a new AI Suite to streamline AI project development, providing enterprises with advanced, efficient AI solutions.

NVIDIA Edify expands its artificial intelligence capabilities with 3D asset generation, sparking collaborations with Shutterstock and Getty Images to enhance creative control and input for visual AI interfaces.

Denodo Technologies earns the status of a Leader in Forrester's Enterprise Data Fabric wave report Q1 2024, applauded for its future-ready approach to data management.

Medallia, Inc. unveils Medallia Agile Research, an advanced self-service market research tool integrated into its Experience Cloud, aimed at enabling fast, comprehensive surveys and data collection while preserving the integrity of an organisation's data history.