Artificial Intelligence

Oracle Launches AI Agent Teams to Target Continuous Revenue Growth

Oracle has introduced “outcome-driven” teams of specialised AI agents called Fusion Agentic Applications, designed to continuously drive revenue growth across CX and other industry workflows. Built into the Oracle Fusion Cloud Applications suite, which includes its Customer Experience platform, the...

Ada Research Finds Customers Prefer AI Service on One Condition

While many customers may still feel hesitant about AI-powered support, new research from Ada suggests this reluctance may be fading, provided the technology resolves their issue. This crucial caveat reflects a wider truth that consumers don’t view AI in black...

Cresta Launches Knowledge Agent to Eliminate Contact Centre Guesswork

Cresta has launched Knowledge Agent, an AI assistant that monitors live contact centre conversations in real time and surfaces precise answers to agents without being prompted.The tool operates as a browser sidebar, running in the background as an agent moves...

Cisco Security Updates Address ‘Top Barrier’ to AI Agent Adoption

Security concerns remain one of the most significant obstacles standing between AI agents and widespread enterprise adoption. Cisco has long championed a future where AI operates as a digital co-worker, but for that vision to take hold, organisations must first...

‘Customer Service is the Most Valuable AI Use Case’, Infosys Research Finds

Customer service is generating the most business value from AI in banking, according to new research from Infosys. The sixth edition of its Bank Tech Index, a semi-annual survey of 400 of the world’s largest banks by total assets, places...

Agent Assist Risks: How to Stop Copilots from Destroying Customer Trust

Agent Assist is the version of AI everyone feels good about. It’s not replacing agents. It’s helping them. It keeps a person between the system and the customer. That feels controlled. But feeling controlled isn’t the same thing as being...

Preparing for AI Outages in CX: What to Do When AI Stops Working

We’ve all felt the frustration that comes from AI having a “bad day” at some point. Like it or not, most CX employees rely on AI for something, whether it’s routing customers, analysing sentiment, or giving them tips on what...

Consumers Will Let AI Shop for Them, Just Don’t Touch the Card

Retailers have spent the past year racing to embed AI agents into the shopping journey. Walmart linked up with Google’s Gemini. Salesforce acquired an AI commerce platform. Brands are optimising their product data for AI discovery rather than search engines....

Toma IQ Turns Employee Behaviour into AI Policy

Automotive AI platform Toma has launched Toma IQ for car dealerships, a product designed to train its AI agents on real conversations. It uses reinforcement learning from human feedback to align AI behaviour continuously with store-specific policies. It arrives at...

Appeals Court Clears Perplexity AI’s Shopping Agent to Run on Amazon, For Now

A federal appeals court has temporarily restored Perplexity AI’s ability to operate its agentic shopping tool on Amazon’s platform, pausing a lower court ruling that had ordered the startup to stop. The 9th U.S. Circuit Court of Appeals issued an administrative...

FCC’s Proposal for US-Only Call Centre Staff Could Have a Bot-Sized Hole

The US Federal Communications Commission (FCC) has proposed that customer service agents be based in the United States. The move could end up accelerating the very problem it seeks to solve, according to AnswerConnect. The telephone answering service provider has warned...

Qualtrics X4: Experience Agents, Synthetic Panels, and AI Analytics Land Across All Three Suites

Qualtrics has rolled out its most comprehensive product update to date, launching new AI-powered capabilities simultaneously across its Customer Experience, Employee Experience, and Market Research suites at the annual X4 summit. The announcements span autonomous agents that resolve customer complaints...