Cleomitra's expansion of its AI-powered CRM platform represents a consolidation play in a market increasingly defined by the tension between unified platforms and best-of-breed specialisation. By posi...
Visa's security research into AI agent vulnerabilities reveals a critical gap between deployment confidence and operational control. When Rajat Taneja demonstrated Anthropic's Claude model identifying...
eGain has secured two Bronze Stevie Awards for its AI Knowledge Hub and Composer at the 2026 International Business Awards, recognition that underscores a particular thesis gaining traction across the...
MIT and Google Cloud's research exposes a critical gap between agentic AI adoption and actual execution capability across enterprises. Whilst nearly every organization claims to be deploying agentic A...
Scottish Building Society's deployment of Malted AI represents a deliberate shift toward consolidating customer intelligence across interaction channels rather than simply layering AI onto existing su...
The adoption-to-excellence gap in AI-powered customer experience has reached a critical inflection point. Nearly 70% of CX teams have deployed some form of AI, yet only 2% have achieved Centre of Exce...
The City-Forum campaign represents a sustained, methodical assault on customer-facing portals rather than a vulnerability hunt. Operating from a single German IP address since March 2025, the attacker...
eGain's partnership with Technology Credit Union represents a deliberate positioning play in the knowledge management layer of AI-driven customer service, capitalizing on its recent Gartner Leader des...
British consumers have decisively rejected the premise that AI should replace human agents in customer service. A YouGov survey of 2,046 UK adults found that 90% prefer speaking to a real person, with...
Scottish Building Society's deployment of Malted AI across all customer interactions represents a fundamental shift in how financial services organisations approach quality assurance and issue detecti...
Enterprises that implement governance frameworks around AI agent context are identifying hallucinations at twice the rate of those operating without such controls. Across 101 organisations surveyed, 6...
Enterprise organisations have solved the governance problem for AI agents but remain unable to accurately track their operational costs. Across 107 enterprises surveyed, the typical organisation runs ...
FreJun's launch of Teler represents a deliberate move to capture the infrastructure layer beneath India's expanding voice AI ecosystem. The platform abstracts telephony complexity through an API-first...
Enterprises are doubling down on automation despite mounting evidence that their evaluation frameworks are broken. Across 108 organizations, trust in automated agent evaluation nearly tripled between ...
Agent security enforcement across enterprises reveals a critical gap between deployment velocity and operational safeguards. Two-thirds of the 116 enterprises surveyed do enforce scoped permissions at...
Bulldog Harley-Davidson's deployment of Revmo AI demonstrates a fundamental shift in how dealerships capture revenue outside traditional operating hours. By integrating conversational AI directly with...
Firstsource, a major BPO player, has partnered with Cresta to embed AI-powered real-time guidance into customer interactions across its operations. The partnership positions Cresta's conversation inte...
AI wins clicks but shoppers still prefer the human touch, new research finds Retail Gazette
Decagon has reached $100 million in annualized revenue by positioning itself as the antithesis of the forward-deployed engineer model that has become standard across enterprise software vendors. CEO J...
Nine in 10 Brits Still Prefer Speaking to a Real Person Despite AI Boom, New Research Reveals Pressat.co.uk
Genesys is positioning trust and governance as competitive differentiators in the agentic AI race, recognising that the industry has largely sidestepped accountability questions as autonomous systems ...
Consumer sentiment towards AI customer service agents has shifted markedly, with Metrigy's 2Q AI Consumer Experience Index recording an 11.8% gain in AI satisfaction and a 7.6% increase in trust—the s...
Contact centres have operated with a critical blind spot: traditional workforce engagement management platforms capture insights from only 2-5% of customer interactions, leaving 98% of conversation da...
The agent economy has created a peculiar gap between technical capability and commercial viability. Vendors across the market—from established platforms like Salesforce with Agentforce to emerging pla...