Self-service stories

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.

Workhuman aims to drive efficiency in administrative tasks with the launch of Admin Hub, enabling Programme Managers to concentrate on organisational tasks and culture enhancement.

Scotland's top prosecution service, COPFS, enhances IT support and management systems with vital aid from Freshworks Inc.'s Freshservice platform, greatly improving customer satisfaction and resolution times.

Westcon-Comstor has expanded its online marketplace, PartnerCentral, to eight additional Asian markets, offering multi-vendor hybrid solutions.

Dynatrace VP foresees AI advancements in 2024 driving channel opportunities in security, sustainability and data quality.

Cloudera's research divulges compliance as the top worry of 79% of ITDMs handling data management, attributed to the use of point solutions.

Meta and Zitcha are partnering to offer retailers access to a vast audience on Instagram and Facebook, revolutionising ad outreach on these platforms.