Artificial Intelligence

Could Rising Demand for XAI Improve Trust Issues in CX?

New research from Gartner predicts that, by 2028, the growing importance of explainable AI (XAI) will drive large language model (LLM) observability investments to 50% of GenAI deployments, up from 15% today. It is a forecast that reflects mounting pressure...

Consumers Are Already Letting AI Make Decisions for Them, EY Finds

Most conversations about AI still centre on whether people trust it. The more revealing question, according to new research from EY, is why that debate no longer seems to be slowing anyone down. Sixteen percent of consumers across 23 markets have...

Employee Upskilling for CX: The Skills Your Teams Really Need to Earn Customer Trust

Most business leaders think they have a pretty good idea of the skills CX teams need right now. We all know customer-facing employees need to be great at communication, problem-solving, and conflict resolution. Unfortunately, this usually means that a lot...

SAP Acquires Reltio to Drive Data Quality in Enterprise AI

SAP has agreed to acquire the cloud-native master data management (MDM) provider Reltio to make both SAP and non-SAP enterprise data AI-ready. It says it will provide business customers with the necessary tools to “unify, cleanse and harmonise data” in...

How to Make Your Employees Feel Human in the Age of AI

The pitch from most AI vendors goes something like this: automate the routine, free up your people for the work that actually requires a human. It sounds reasonable. The problem is that the humans being freed up for that work...

Salesforce Reveals Its AI Game Plan with the Launch of AI Foundry

Salesforce AI Research has introduced AI Foundry, a new initiative that brings together researchers, strategic customers, and academic partners to develop and validate AI capabilities at a pace the company says would be impossible through a conventional product cycle. The launch...

What Is AI Enablement, and Does Your Organisation Need It?

AI is currently a fixture in most organisations (88% according to McKinsey), yet widespread use has not translated into widespread value. Only 7% of respondents said AI had been fully scaled across their organisations. The tools are in place. The...

Voice-First Agentic AI Gains Traction with IBM–ElevenLabs Collaboration

IBM and ElevenLabs have announced a new collaboration that brings advanced voice technology into IBM watsonx Orchestrate, expanding the platform from text-only workflows to natural spoken interactions. According to the announcement, “voice has become a critical medium for customer and...

Trustworthy AI for Contact Centres: Building Systems Employees Trust with Customer Relationships

AI has worked its way into almost every customer interaction, yet trust in it has not kept pace. Customers want quick, tailored service but are fast to notice when a bot misses context, delivers a slightly off answer, or otherwise...

Banking on AI: HSBC Weighs 20,000 Job Cuts as It Installs First AI Chief

Three signals in the space of a month tell a consistent story about where HSBC is heading. Last week, Bloomberg reported the bank is weighing cuts of around 20,000 roles, with AI cited as a factor reshaping its workforce needs....

Zillow’s New AI Mode Replaces Property Search with Guided Conversation

Real estate marketplace Zillow has launched Zillow AI mode, a conversational experience that lets buyers and renters ask questions about homes, explore affordability, and book tours. Currently in beta with a limited group of US users, the feature is built directly...

DeepBrain AI Brings Conversational Avatars to Customer Service

Palo Alto-based DeepBrain AI has officially launched its B2B AI Video Agents for real-time, two-way enterprise interactions across customer service and internal operations. According to DeepBrain, the launch “signals a paradigm shift in how businesses communicate, moving beyond static video...