Consumer sentiment around AI-powered customer service has deteriorated significantly, according to a Better Business Bureau study analysing nearly 20,000 business reviews mentioning AI since 2023. Ove...
Voices has launched a dedicated AI customer service voice platform, entering a market increasingly crowded with enterprise vendors integrating voice AI capabilities into broader contact centre suites....
AI-Driven Delivery Routing Features Trend Hunter
OpenAI is announcing a limited preview of its newest frontier AI model GPT-5.6 family, which comes in three variants: Sol, Terra, and Luna. Sol is for the hardest problems, such as complex coding and...
RingCentral's expansion of agentic AI capabilities within RingCX represents a deliberate repositioning against established competitors like Salesforce's Agentforce and Zendesk's AI-driven offerings. T...
Alorica and Crescendo Partner to Bring AI into Live Enterprise Service Channels CX Today
Alorica has teamed up with Crescendo to help enterprises bring AI into complex live-channel customer interactions, where human judgment, context and seamless handoffs remain critical. Alorica will off...
Replacing Tasks Not Roles: Contact Center AI Workforce CMSWire
Contact centers deploying AI agents are systematically neglecting the foundational data work required to make those deployments sustainable. The core problem is straightforward: organisations are raci...
Ace Hardware AI-powered assistant boosting customer, employee experience Retail Customer Experience
As customer experience (CX) teams race to deploy AI agents, leaders are faced with the question: Do we build our own custom AI agents from scratch, or do we purchase an off-the-shelf platform? Recent...
Voice AI pilots routinely deliver impressive demonstrations, yet the transition to production reveals a persistent gap between promise and performance. AudioCodes' Ilan Avner articulates the core prob...
Talkdesk launches AI agent builder for customer teams IT Brief UK
CX will be defined by how organisations use AI to improve outcomes Comms Business
Notion is discontinuing Notion Mail on 22 September 2026, pivoting entirely toward AI agent-driven email management after observing that over half its email users never opened their inbox at all. The ...
CVS Health's measured approach to Agentforce deployment reveals a critical tension between vendor aspiration and enterprise reality in agentic AI adoption. Rather than chasing the transformational nar...
Zendesk's unified voice and digital platform is forcing a reckoning across the contact center industry, exposing the operational fragmentation that has plagued modernization efforts for years. Voice i...
Salesforce's launch of Agentforce Help Agent with pay-per-resolution pricing directly addresses a critical market failure: 94 percent of organizations deploying AI agents are not realizing ROI despite...
Zendesk's 2023 acquisition of Momentive Global closed the chapter on an independent survey and experience management platform, removing SurveyMonkey's parent company from public markets through an all...
G2's analysis of 2,274 help desk reviews identifies ticket visibility—the ability to assign ownership and track status across support requests—as the primary problem small business teams solve first, ...
Salesforce has launched Agentforce Help Agent, a preconfigured AI service agent paired with outcome-based pricing that charges only when issues resolve autonomously, without escalation or negative fee...
ArvatoConnect's leadership restructuring signals a deliberate repositioning within a market where AI-driven automation is becoming table stakes rather than differentiator. The appointment of new leade...
Consumer frustration with AI-powered customer service has reached a critical inflection point. A Parloa-commissioned Consumer Patience Index poll of 1,001 US adults reveals that 53 percent actively at...
Salesforce unveils AI agent for customer support, charges only when issues are resolved 디지털투데이