Artificial Intelligence

Liveops Wants to Take the Guesswork Out of Contact Centre AI

Outsourcing and contact centre solutions company Liveops has launched LiveNexus, a new AI and human orchestration platform designed to help enterprises modernise customer care operations without gambling on unproven technology. LiveNexus brings together AI tools, Liveops’ distributed network of more than...

OpenAI Models Will Power ServiceNow’s Next Wave of Enterprise AI

ServiceNow is upgrading the brain behind its AI, and OpenAI is supplying the horsepower. The two companies have announced an expanded, multi-year partnership that puts OpenAI’s latest models directly behind ServiceNow’s AI platform. To put it simply, ServiceNow will keep running...

Holiday Returns Are Testing Customer Loyalty. Shoppers Think AI Can Fix It

The purchase is already complete, the excitement has passed, and what remains is the returns process. When that process drags, confuses, or surprises, customers notice, and they remember. New survey data from Ada suggests that returns have become a frequent, high-impact...

GoTo Applies AI to Call Handling and Service Scheduling in Auto Dealerships

GoTo is applying AI more directly to one of the most operationally demanding environments in customer experience — auto dealerships. With new updates to GoTo Connect for Automotive, the company is focusing on how dealerships in the US handle calls,...

KPMG and Uniphore Move AI Agents Out of Pilots and into Regulated Industries

KPMG has partnered with Uniphore to develop and deploy AI agents built on industry-specific small language models, with AI being applied in regulated enterprises beyond small-scale trials. The agents will support both internal KPMG teams and client-facing use cases. The collaboration...

Dialpad Brings Real-Time AI Voice Tools to Japan

Dialpad has launched its full suite of real-time AI voice and contact centre capabilities in Japan, making advanced AI tools available to Japanese businesses at no additional cost through April 2026. Starting this week, all Dialpad customers in Japan can access...

Five9 and Google Cloud Launch a Joint AI Platform for Enterprise Customer Service

Five9 has expanded its partnership with Google Cloud and launched a joint AI solution for large enterprises that run customer service and contact centre operations. The companies say the goal is to help enterprises handle customer conversations across channels, support agents...

Why AI Productivity Gains Aren’t Turning Into Better Work

Thanks to AI, many employees finish tasks faster, draft content more quickly, and get answers in seconds instead of minutes. Yet new research from Workday suggests that this speed is not leading to better work in most organisations. Instead, much...

Calabrio Launches Omni Agent Intelligence Inside Calabrio ONE

Calabrio has launched Omni Agent Intelligence, a new quality and performance intelligence capability available now within Calabrio ONE. The solution provides a single, vendor-agnostic view of quality across both human and AI agents, regardless of which contact centre, CRM, ITSM,...

Vonage Adds Two-Way Messaging to Salesforce Agentforce Marketing

Vonage has announced the launch of Vonage Conversations for Agentforce Marketing, a new solution that brings two-way messaging directly into the Salesforce platform. Powered by Vonage Communications APIs, the offering enables businesses to manage customer conversations across SMS, WhatsApp, and...

Google Cloud Brings Agentic AI to the Front Lines of Retail and Service at NRF 2026

At NRF 2026, Google Cloud presented its most concrete view yet of where customer experience is heading. Across food service, home improvement, and enterprise retail, the company introduced a new generation of agentic AI tools designed to actively complete tasks...

Forrester Predicts AI Will Cut 10.4 Million US Jobs by 2030

Artificial intelligence will eliminate some jobs over the next five years, but it will not trigger mass unemployment, according to a new forecast from Forrester. In its latest report, The Forrester AI Job Impact Forecast, US, 2025–2030, the analyst firm estimates...