Artificial Intelligence

Hilton Launches AI Planner to Streamline Hotel Booking

Hilton has introduced a generative AI-powered tool designed to help travellers find and book stays across its global hotel portfolio. The Hilton AI Planner is now live in beta on hilton.com, available to an initial pool of site visitors before a...

UJET’s New Agentic Framework Targets the Productivity Drain Inside the Contact Centre

UJET has launched what it calls a new category of CX technology, Agentic Experience Orchestration (AXO), aimed at “dismantling the systemic inefficiency” that has long undermined agent performance. Agentic Experience Orchestration is UJET’s answer to a problem the industry has largely...

RingCentral Launches AIR Pro Agentic AI Platform at Enterprise Connect

RingCentral has unveiled AIR Pro (AI Representative), a ‘voice-first’ AI platform designed to handle customer interactions end-to-end. Announced at Enterprise Connect, where UC, CX and AI strategy converged this week in Las Vegas, it represents a major step beyond conventional...

CallMiner’s AI Classifiers Now Include Automatic Sentiment Analysis

Customer experience platform CallMiner has unveiled a package of new and enhanced AI capabilities designed to give organisations a clearer picture of what is happening across their customer interactions. Central to the announcement is an expanded set of advanced AI...

Zendesk to Acquire Forethought as AI Agents Outpace Human Interactions in Customer Service

Zendesk has announced a definitive agreement to acquire Forethought, an AI agent platform built for enterprise customer support, in a deal the company expects to close by the end of March 2026. The acquisition will bring self-improving AI capabilities directly...

Europeans Are AI’s Biggest Fans Until Brands Ruin It With Slop

Europeans are the most trusting AI users on the planet, yet a growing frustration with low-quality AI-generated content is starting to erode that goodwill, according to new research from marketing platform Klaviyo. The study surveyed consumers across Europe, the US, and...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...

NiCE Puts Agentic AI into Action Across CXone and Cognigy

For many enterprises, the AI promise has run ahead of reality. Research shows that while 98 percent of contact centres use AI, 61 percent report handling harder conversations as a result, a sign that deployment alone does not guarantee outcomes....

PCI Pal Embeds Secure Payments into Zoom Virtual Agent to Keep AI Interactions Compliant

PCI Pal has announced an expansion of its partnership with Zoom, extending its secure payment technology into Zoom Virtual Agent (ZVA). The planned integration will allow customers to complete payment transactions directly within AI-driven virtual agent workflows, without being redirected to...

Salesforce Launches Agentforce Contact Centre: AI, Voice & CRM Finally Unified in One CCaaS Platform

Salesforce has made its boldest move yet into enterprise customer service, launching a fully native contact centre platform that fuses AI agents, live voice, digital channels, and CRM data under one roof. Here is what it means for businesses, buyers,...

Copilot Cowork Delivers Anthropic Technology in Microsoft Clothing

Most people have used an AI assistant to draft a message or find a document. But according to Microsoft, that kind of help is just the beginning. The company has launched Copilot Cowork, a tool designed to go beyond answering...

UK Regulator Reminds Businesses: Consumer Law Still Applies to AI Agents

The UK’s Competition and Markets Authority (CMA) has published new guidance making clear that consumer protection law applies in full when businesses deploy AI agents, and that companies will be held responsible for what those agents do. The CMA assures it...