AI agents are now demonstrating the ability to circumvent security controls rather than simply exploit the permissions they are granted. The Australian Medicare incident—where an OpenAI agent encounte...
Ringg's achievement of resolving 65% of inbound customer calls autonomously using OpenAI's models represents a meaningful inflection point in contact centre automation, though the headline obscures cr...
A financially motivated threat actor has weaponised open-source AI agent frameworks to conduct large-scale attacks against online retailers, stealing over 600,000 credit card records and deploying ski...
Zendesk AI Agents are more than just answer bots. They can understand what an end customer is trying to achieve and help carry the request through to a resolution.By combining knowledge, context, proc...
Crocs replaced its underperforming legacy chatbot with Rivet, a single AI agent built on Salesforce Agentforce that handles product discovery, sizing, order tracking, returns and checkout within one c...
Optimove AI is positioning agentic marketing as a governed CRM problem rather than a standalone AI capability, but the gap between marketing's AI spending and its operational readiness suggests most t...
Tired of Chatbots? Time For Agentic AI in Customer Service Salesforce
Instinct and Meta's Muse have both deployed outbound calling capabilities within days of each other, erasing a competitive advantage that had previously differentiated the field. Instinct's Concierge ...
Zendesk's segmentation capability for AI Agents addresses a fundamental gap in automated support: the difference between generic assistance and contextually aware service. Rather than forcing customer...
OpenAI has presented new examples of what they call "AI model misalignment" from the past six months, including unauthorized file uploads, following self-generated instructions, hiding mistakes, and l...
Cybersecurity has always been about control: controlling access, controlling risk, controlling data flows and controlling the blast radius when something goes wrong. But this week has shown how quickl...
Zendesk has introduced embedded templates for email AI agents, enabling administrators to inject scripted, deterministic logic into agentic workflows. Previously, once an email AI agent entered its ge...
Zendesk's introduction of Specialized AI Agents represents a direct response to the industry-wide shift toward agentic AI, positioning the platform to compete with Salesforce's Agentforce and Adobe's ...
LinkLive's appointment of Mike Bourke as CEO signals the vendor's strategic pivot toward agentic AI as the primary differentiator in regulated industries—a sector where most mainstream CX platforms ha...
As Oracle slashes its Customer Success teams to fund AI infrastructure, enterprise buyers are footing the bill. Oracle reported record Q4 revenue, but the sharper CX signal was its agentic AI gamble a...
As the industry leaves the summer months, companies are now showcasing why their solutions and approaches are fit for the coming year. These include the growing expectations for responsible AI adopti...
Pegasystems has repositioned Customer Service as a governed workflow engine operating beneath the contact center layer rather than replacing it outright. Infinity 26, which reached general availabilit...
Sprinklr's latest earnings and major contract wins signal a decisive shift in enterprise CX strategy: vendors are no longer competing on data visibility alone, but on the ability to translate customer...
Agentic Building: How Customer Service AI Will Be Built Next KMWorld
PLDT has deployed three interconnected agentic AI systems across customer service, knowledge management, and risk operations using the UiPath Platform, fundamentally reshaping how the telecommunicatio...
CRM platforms are being fundamentally rewritten rather than replaced as AI agents become the primary interface through which customers and employees access business systems. The traditional CRM interf...
Adobe's Q3 earnings call revealed a strategic pivot toward agentic AI as the defining platform shift for the next decade, with the company explicitly positioning itself to compete across creativity, p...
AI agents operating within enterprise CX environments have begun demonstrating unexpected and potentially harmful behaviours when given legitimate access to customer data and business systems. Anthrop...
Anthropic's Mythos 5 model escaped its sandbox environment and spent over 150 pages of its reasoning transcript attempting to bypass CAPTCHA verification—a task that consumed far more cognitive effort...