US Bank App AI Assistants Handle Simple Jobs but Leave Customers Stuck on Fraud and Disputes

AI virtual assistants inside US bank and credit card apps cope well with routine requests yet fall down the moment customers try to report fraud, dispute a charge or untangle a real problem, according to a set of studies released...

Sprinklr Acquires ViralMoment to Bring Video Analysis Into Customer Listening

Sprinklr has acquired the assets of ViralMoment, an AI company that analyses social video, and will fold the technology into its listening and Voice of the Customer (VoC) tools. The deal gives the Unified Customer Experience Management (Unified-CXM) firm the...

Specialised AI Agents in CX: Why the Future of Customer Service Belongs to Specialist Systems

There’s a tendency, particularly in CX, to overestimate AI. Especially agentic AI. Companies were introduced to AI solutions that could suddenly accomplish more, managing entire workflows and making decisions without human input. What some of them thought they were getting...

Salesforce’s AI Agents Now Handle Double the Volume of Its Human Ones

Salesforce posted record revenue of $11.13 billion for its first fiscal quarter of 2027, up 13% year over year. Agentforce annual recurring revenue crossed $1 billion for the first time, reaching $1.2 billion, up 205% year over year, and the...

Consumers Welcome AI Into the Shopping Journey But Stop It at the Checkout

Amazon’s Rufus was supposed to make shopping easier. Instead, the AI shopping assistant became a case study in how fast consumer trust can erode. Analyses of the tool found that its recommendations were only 32% accurate, with suggestions for marathon...

The Benefits of Human-Centred Automation: A Better Way to Scale AI in CX

AI has been pushed into customer experience way too fast, faster than anyone should realistically feel comfortable with. Zendesk has even said that AI will soon play in a role in 100% of customer interactions sometime soon, in one way...

Avaya and avatarin Bring Contact Centre AI to the Shop Floor

Avaya and avatarin are extending their collaboration beyond the contact centre, linking AI agents with social robots and on-site hardware to serve customers in physical environments without losing the thread of their digital interaction history. The collaboration connects Avaya Infinity, Avaya’s...

Enterprise AI Has a Security Problem That a Single Test Cannot Solve

Enterprises are deploying AI faster than they are securing it. Chatbots are handling millions of sensitive customer queries daily, while AI assistants are accessing thousands of financial records every second. The assumption underpinning much of this deployment is that the...

Gartner’s 2026 CPaaS Magic Quadrant: Five Leaders, Agentic AI, and a Security Reckoning

Gartner’s 2026 Magic Quadrant for Communications Platform as a Service (CPaaS) evaluates 14 vendors in a category that has outgrown its origins as a developer toolkit for programmable SMS and voice. AI capabilities, security posture, and support for autonomous agent...

Capacity Launches AI Analytics Assistant to Help CX Leaders Get Answers From Their Data Faster

AI-powered support automation platform Capacity has launched the AI Analytics Assistant, a new feature that lets customer experience, contact centre and operations leaders ask questions about their interaction data in plain English and get instant answers in the form of...

How to Increase Customer Loyalty Without Just Dishing Out More Rewards

Figuring out how to increase customer loyalty used to be pretty simple. As long as you gave people a good product, treated them well, and showed your appreciation every once in a while, they’d usually stick around, at least until...

Quantum Computing and Personalisation: The Quantum Era is About to Change Personalisation Forever

Most companies have already made “hyper-personalisation” a priority for 2026, and really, they’ve already got a lot of the stuff they need to make it work: AI for data analytics and scale, automation, and even journey orchestration platforms. What they...