Tag: Artificial Intelligence

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

IHG modernises global guest experiences with Genesys Cloud integration

IHG Hotels & Resorts has completed a major overhaul of its global customer experience operations, unifying its contact centres on the Genesys Cloud platform as part of a broader strategy to elevate guest service through AI and automation. The initiative, one...

Twilio and Microsoft team up to accelerate conversational AI for customer engagement 

Twilio has announced a strategic, multi-year collaboration with Microsoft to accelerate enterprise adoption of conversational AI by bringing together Twilio’s trusted engagement platform with Microsoft’s powerful Azure AI infrastructure. “Every interaction between a business and their customers is an opportunity to...

NICE and AWS transform customer service delivery with AI and cloud

NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower,...

Pega Predictable AI Agents transforms risky AI into reliable business workflows

Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured,...

TaskUs moves to automate CX at scale with new agentic AI partnerships

TaskUs is stepping further into the world of autonomous AI, announcing new partnerships with early-stage platform providers Decagon and Regal to accelerate the use of agentic AI in customer support. The partnerships expand on TaskUs’ recently launched consulting services for agentic...

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

Contentsquare’s new AI knows why your users are dropping off — and what to do about It 

Contentsquare has introduced Sense, a suite of AI-driven features that fast-tracks how businesses understand and act on digital customer behaviour. Integrated directly into the Contentsquare platform, Sense aims to remove the bottlenecks in traditional analytics by automating complex analysis, simplifying...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

IntelePeer SmartAnalytics records it all: New tool dissects every customer conversation

IntelePeer is turning up the volume of customer conversations and listening to every word. The company has launched SmartAnalytics, a new suite of tools designed to capture, transcribe, and analyse every customer interaction across AI agents and human reps, offering...