Microsoft’s New Always-On ‘Scout’ AI Agent Works While You’re on Calls

Microsoft used its Build 2026 developer conference to introduce something it is calling an Autopilot. This is a category of AI agent designed not to answer questions, but to keep work moving without being asked. The first example, Microsoft Scout,...

ServiceNow to Elevate AI Governance With New Cognizant Neuro AI Trust Integration

Cognizant has announced the integration of its Neuro AI Trust platform with ServiceNow. It will combine ServiceNow’s AI Control Tower with Cognizant’s real-time assurance infrastructure. The result is designed to give enterprises a single environment in which AI governance is...

Salesforce Secures Big Win With New FIFA World Cup 2026 Agentforce Deal

FIFA has named Salesforce as an Official Tournament Supporter of the 2026 Men’s World Cup. Its Agentforce 360 platform and Slack will handle workforce coordination, tournament operations, and stakeholder engagement across both competitions. It will also be an official partner...

Zendesk Puts AI-Powered IT and CX Support Inside Microsoft 365

Zendesk has launched the Zendesk Support Assistant for Microsoft 365. Built on Microsoft Agent 365, it brings ticket resolution, issue escalation, and support workflow management directly into Teams, Outlook, Word, and the rest of the Microsoft 365 suite without requiring...

8×8 Launches Pulse to Turn Conversational Data Into Actionable Business Intelligence

8×8 has introduced 8×8 Pulse, a conversational intelligence solution designed to surface insight from the calls, emails, chats, and support interactions that businesses already generate, but rarely use systematically. The platform is built on what 8×8 describes as a native conversational...

UK’s HMRC to Modernise its Contact Centre With Capgemini, NiCE, Route 101 Partnerships

The UK’s HM Revenue & Customs (HMRC) has confirmed a multi-year contract with Capgemini, working alongside NiCE and Route 101. The shared ambition is to replace its legacy contact centre infrastructure with a unified, cloud-native platform. The work will consolidate...

Zoom Elevates Revenue Accelerator’s Conversational Intelligence With New OpenAI Plugin, MCP Connector

Zoom has launched the Zoom Revenue Accelerator (ZRA) MCP Connector, a new integration that gives MCP-compatible AI platforms direct access to sales conversation data, deal intelligence, and coaching insights from within the ZRA platform. A companion plugin for OpenAI Codex...

Salesforce Confirms Contentful Acquisition in Bid to Own End-to-End Customer Experience

Salesforce has signed a definitive agreement to acquire Contentful, a major composable content platform. The transaction is expected to close in Q3 of Salesforce’s fiscal year 2027, subject to regulatory approval. Contentful is one of the most widely adopted content management...

Cisco Live 2026: Cisco Unveils Unified Workforce Engagement Management Suite for Empowering Human and AI Agents

Cisco has launched a new Workforce Engagement Management (WEM) suite for Webex Contact Center, bringing workforce management, quality management, performance management, AI assistance and onboarding into a single platform designed to manage both human and AI agents. The announcement, made at...

Weave Bets on Healthcare AI That Can Remember: New Receptionist Aims to End Fragmented Patient Conversations  

Healthcare communications specialist Weave has unveiled a new Omnichannel AI Receptionist built on Google Cloud’s Gemini Enterprise Agent Platform, illustrating the company’s latest move to automate front-office operations while attempting to preserve the personal touch patients still expect. The announcement comes...