Artificial Intelligence

Zoom Launches ZoomMate, an AI Assistant That Picks Up Where Your Meeting Leaves Off

Zoom has launched ZoomMate, an agentic AI work surface that carries a meeting’s decisions through to finished work inside the tools where teams already operate, from Salesforce and Jira to Slack and ServiceNow. The product builds on the system of...

Hyro Deploys Bilingual Voice AI at Tanner Health to Resolve Patient Calls Without Hold Times

AI agent platform for healthcare Hyro has gone live with a bilingual voice AI assistant at Tanner Health, a nonprofit healthcare system, answering inbound patient calls around the clock and cutting the long phone queues that build up in busy...

The AI Job Displacement Narrative Is Shifting. Employee Anxiety Isn’t

Google DeepMind chief executive Demis Hassabis spoke to Wired ahead of Google I/O about the unfounded confidence with which technology leaders predict mass white-collar displacement. He said he had no idea why people talk about it with such certainty, and went further, suggesting...

How to Improve Employee Experience With AI: Stop Making Work Worse

Most conversations about AI in the workplace still come back to speed. Faster replies, faster onboarding, and faster training. That all sounds impressive in a boardroom, but it doesn’t really land with employees. They’re sitting there wondering why, with all these...

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...

Your Employee Experience Roundup: Workday’s AI Companionship Warning, the Starbucks vs. Amazon AI Divide, and BP’s Leadership Crisis

Workers are turning to AI for companionship rather than colleagues, with less patience for small talk. Amazon has stepped back from AI incentivisation in the same week Starbucks has introduced it. And progress on support for women’s health at work...

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...

How Should Organisations Protect Employee Experience During AI Adoption? Five EX Leaders Have Their Say

AI adoption is accelerating. But are organisations moving fast enough on the human side of the equation? At Engage Employee Summit 2026, we put this question to a group of practitioners and experts: how should organisations protect employee experience as...