Ada Research Finds Customers Prefer AI Service on One Condition

While many customers may still feel hesitant about AI-powered support, new research from Ada suggests this reluctance may be fading, provided the technology resolves their issue. This crucial caveat reflects a wider truth that consumers don’t view AI in black...

Cisco Security Updates Address ‘Top Barrier’ to AI Agent Adoption

Security concerns remain one of the most significant obstacles standing between AI agents and widespread enterprise adoption. Cisco has long championed a future where AI operates as a digital co-worker, but for that vision to take hold, organisations must first...

‘Customer Service is the Most Valuable AI Use Case’, Infosys Research Finds

Customer service is generating the most business value from AI in banking, according to new research from Infosys. The sixth edition of its Bank Tech Index, a semi-annual survey of 400 of the world’s largest banks by total assets, places...

Toma IQ Turns Employee Behaviour into AI Policy

Automotive AI platform Toma has launched Toma IQ for car dealerships, a product designed to train its AI agents on real conversations. It uses reinforcement learning from human feedback to align AI behaviour continuously with store-specific policies. It arrives at...

Fiber Broadband Association: Explore the Story Behind Your NPS

A Net Promoter Score (NPS) is just a number, but what matters most is why you received that score. What is the story behind it? With research by Qualtrics suggesting poor CX globally puts $3.8 trillion in sales at risk...

FCC’s Proposal for US-Only Call Centre Staff Could Have a Bot-Sized Hole

The US Federal Communications Commission (FCC) has proposed that customer service agents be based in the United States. The move could end up accelerating the very problem it seeks to solve, according to AnswerConnect. The telephone answering service provider has warned...

Salesforce Deploys a Team of AI Agents into Sales

Salesforce has announced a significant expansion of Agentforce Sales, introducing a dedicated team of AI agents built to run various aspects of the sales pipeline. The announcement marks a shift from AI as a productivity aid to acting like a...

Adoreboard Can Finally Put a Price on Bad CX

For years, customer experience has operated on faith. Leaders have invested heavily in satisfaction scores and loyalty programmes, armed with the conviction that better experiences drive better business, but rarely able to prove exactly how much a bad one costs....

Zoom Contact Center Adds Pindrop’s Deepfake Detection and Voice Verification

Zoom has integrated Pindrop’s real-time deepfake detection and voice identity verification technologies directly into its contact centre platform. The move embeds Pindrop’s voice authentication, synthetic media detection and fraud risk intelligence to detect impersonations and verify callers in real-time across...

Nvidia Fuels Next Generation of Autonomous Agents Across CX Industry

Nvidia is accelerating the move towards autonomous AI agents through partnerships with leading CX and enterprise platforms, including Adobe, Cisco, SAP, Salesforce and ServiceNow. Its newly launched NVIDIA Agent Toolkit is designed to help organisations build AI agents that can...

Ignorance Is Bliss for Employees Who Buy into Corporate Jargon

Corporate jargon is a familiar part of modern workplace communication. Phrases about “driving strategic initiatives” or “unlocking scalable opportunities” often appear in presentations, emails and company mission statements. These trendy workplace buzzwords can sometimes obscure real organisational issues, rather than...

Humanforce Introduces Real-Time Recognition for Frontline Workers

Humanforce has launched Rewards & Recognition that uses workforce data and event-triggered automation to recognise frontline employees for everyday behaviours as they happen. The human capital management (HCM) software provider says the tool is designed to embed recognition in the...