Tag: Artificial Intelligence

AI-Fueled Deepfakes Trigger Surge in Voice Fraud

Pindrop has just released its 2025 Voice Intelligence & Security Report, and the findings are both staggering and urgent. The report sheds light on a rapidly evolving fraud landscape dominated by AI-powered deepfakes and synthetic voice attacks that are targeting...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...

Why Agentic AI Systems Are the Next Big Shift in CX

In the current race to embed AI into every facet of business, one term is rapidly gaining traction in the customer experience (CX) space: agentic AI. While it may sound like yet another buzzword in the AI alphabet soup, there’s...

Five9 Ushers in the Age of Agentic CX with Advanced AI and Governance Tools

Five9 has announced a major advancement in its AI portfolio with the launch of AI Agents and a robust AI Trust & Governance framework. These innovations mark the debut of what the company calls “Agentic CX,” a new approach to...

Where Is AI Actually Moving the Needle in CX?

Customer experience is facing a reckoning. After years of investment in digital tools and AI, Forrester’s latest US Customer Experience Index shows CX quality is at its lowest point since tracking began. AI-driven chatbots, once heralded as the future, have...

AI Meets Compliance: Precisely Redefines Customer Interaction in Regulated Industries

Precisely has announced new enhancements to its EngageOne customer communications suite with the rollout of advanced AI-driven features. These innovative capabilities aim to meet the evolving communication demands of heavily regulated industries such as banking, insurance, and telecommunications, while helping...

Cresta Elevates Customer Engagement with New Omnichannel AI Agent Features

Cresta has unveiled the latest enhancements to its AI Agent platform, allowing enterprises to automate even the most complex customer interactions while maintaining a natural, human-like experience. With these upgrades, Cresta delivers a unified omnichannel solution that bridges voice and...

Krisp Unveils All-in-One Voice AI Solution for Contact Centres

Krisp has launched its comprehensive Voice AI Platform to enhance agent performance and customer satisfaction. Introduced at CCW Vegas, this all-in-one platform seamlessly integrates multiple AI capabilities, including advanced noise cancellation, accent conversion, real-time interpretation, and agent support tools, into...

CallMiner Embeds Deep CX Analytics into Microsoft Dynamics 365

CallMiner is embedding its AI-powered conversation analytics directly into Microsoft Dynamics 365 Contact Center, giving service teams new tools to extract value from every customer interaction. This news comes on the heels of CallMiner’s recent acquisition of VOCALLS, a voice-first...

Ventrica Digital Simplifies Zendesk Deployment with a Human Touch

Ventrica has unveiled Ventrica Digital, a new division created to streamline and scale customer experience (CX) delivery for brands looking to enhance service without internal tech burdens. Designed for speed, empathy, and impact, Ventrica Digital provides a fully managed environment...