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Self-service stories

Australian customer service still leans on phone calls
Digital Transformation

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Sean Mitchell • 4 min read • Tue, 28th Jul 2026
Chaty.ai raises USD $1.15 million to boost tourism AI
Customer Experience

Chaty.ai raises USD $1.15 million to boost tourism AI

Tourism operators could capture more bookings as an AI receptionist now answers missed calls, checks availability and takes payments automatically.

By Sean Mitchell • 3 min read • Fri, 26th Jun 2026

Global Stories

Self-service stories

Infobip WhatsApp assistant cuts Overseas Express queries
Network Infrastructure

Infobip WhatsApp assistant cuts Overseas Express queries

Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Google buys Spirit data for AI training, say executives
Data Protection

Google buys Spirit data for AI training, say executives

The sale has spotlighted a new class of AI training assets, with customer-service records now valued at more than USD $10 million.

By Mark Tarre • 5 min read • Last month
8x8 expands AI tools across business beyond contact centre
Unified Communications

8x8 expands AI tools across business beyond contact centre

The move aims to help firms scale AI beyond siloed contact centres, as most organisations still struggle to deploy it across the enterprise.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 1st Aug 2026
8x8 launches flexible small business offer for partners
Software-as-a-Service

8x8 launches flexible small business offer for partners

Small businesses in the UK, Ireland and Australia can now buy 8x8 services without fixed seats or annual licences, easing reseller sales.

By Sean Mitchell • 4 min read • Wed, 22nd Jul 2026
Google named Gartner conversational AI leader again
Digital Transformation

Google named Gartner conversational AI leader again

Enterprises are turning to AI agents that can handle complex service requests, raising the stakes for vendors competing on reliability and governance.

By Sean Mitchell • 4 min read • Mon, 20th Jul 2026
Hospitality POS shifts to connected self-service platforms
Software-as-a-Service

Hospitality POS shifts to connected self-service platforms

Operators could lift spend and speed service as hospitality payments move from fixed terminals to connected platforms across venues.

By Sofiah Nichole Salivio • 4 min read • Fri, 17th Jul 2026
HP expands OpenAI partnership to scale AI across business
DevOps

HP expands OpenAI partnership to scale AI across business

The rollout could speed up support, security fixes and software delivery across a business that channels more than 80% of sales through partners.

By Sean Mitchell • 4 min read • Sat, 4th Jul 2026
LumApps launches AI Employee Hub for everyday work
Software-as-a-Service

LumApps launches AI Employee Hub for everyday work

The platform aims to close the gap between heavy AI spending and everyday use, especially for frontline staff across fragmented workplace systems.

By Sofiah Nichole Salivio • 4 min read • Thu, 25th Jun 2026

Stories from Other Regions

Self-service stories

Passenger Terminal Expo Asia to debut in Singapore
Smart Cities

Passenger Terminal Expo Asia to debut in Singapore

Airports across Asia and the Middle East are facing a sustained spending cycle as passenger numbers rise and capacity pressures mount.

By Mark Tarre • 4 min read • Last month
Accenture Song finds Kiwi brands still failing promises
Digital Transformation

Accenture Song finds Kiwi brands still failing promises

A new survey suggests customer frustration is nudging more New Zealand shoppers towards AI tools, even as brands struggle to rebuild trust.

By Sean Mitchell • 5 min read • Last month
Convey acquires Selectron to broaden public sector software
Software-as-a-Service

Convey acquires Selectron to broaden public sector software

Utilities and local authorities could get a wider software stack as the combined group adds payments, inspections and fieldwork tools.

By Karen Joy Bacudo • 3 min read • Last month
DBS adds agentic AI to virtual assistants for customers
Digital Transformation

DBS adds agentic AI to virtual assistants for customers

Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.

By Sean Mitchell • 4 min read • Tue, 28th Jul 2026
InvoiceCloud & BlitzenX team up on insurer payments
Software-as-a-Service

InvoiceCloud & BlitzenX team up on insurer payments

Carriers can speed claims payouts and reduce manual billing work as the new tie-up links payment tools with core insurance systems.

By Karen Joy Bacudo • 3 min read • Tue, 28th Jul 2026
British Triathlon launches digital overhaul with Netcompany
Customer Relationship Management

British Triathlon launches digital overhaul with Netcompany

The overhaul aims to give members simpler digital access, more relevant communications and better self-service across Great Britain’s triathlon bodies.

By Sofiah Nichole Salivio • 5 min read • Thu, 23rd Jul 2026
Carrier-agent friction eases as visibility gap widens
Digital Transformation

Carrier-agent friction eases as visibility gap widens

Direct-to-consumer rivals are intensifying pressure on agencies as carriers still lack market intelligence on where business is shifting.

By Sean Mitchell • 4 min read • Sat, 27th Jun 2026