Self-service stories

Salesforce unveils Agentforce 3, enhancing control and visibility for enterprises to efficiently scale AI agents across operations amid rising global adoption.

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

Superloop has unveiled its Partner Program, offering IT channel companies new tools via the Krypton portal to boost benefits and competitiveness.

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.

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.