Tag: Artificial Intelligence

Vonage and AWS Launch Natural AI Voice Agents

Vonage has joined forces with Amazon Web Services (AWS) to redefine the future of voice interactions. The two companies announced a new integration that connects Amazon Nova Sonic, a speech-to-speech foundation model, with the Vonage Voice API, giving businesses access...

Phishing Through AI? Hidden Email Prompts Can Trick Google’s Gemini

As AI tools have become integrated into our daily workflows, customer experience professionals must remain aware of emerging risks. One such concern has just come to light, as Google’s Gemini chatbot can potentially be manipulated to spread phishing attacks.Gemini, part...

Airship’s New AI Agents Take Over the Tedious Parts of CX

Airship has released a lineup of four AI agents designed to automate the core tasks behind customer experience, like building content, running tests, interpreting results, and staying compliant, all while keeping output on-brand.Mike Herrick, CTO, Airship said: “Our AI Agents...

AI Steps Into the Supervisor’s Chair: Intermedia Unveils Real-Time Coaching for Contact Centres

Intermedia Cloud Communications has introduced AI Supervisor Assist, a new AI-powered tool that gives contact centre supervisors the superpower of real-time insight and intervention while calls are still in progress. Designed to help leaders guide their teams more effectively in...

Amazon Web Services Debuts AI Agent Marketplace, Powered by Anthropic’s Claude

Amazon Web Services (AWS) has announced the launch of its AI Agent Marketplace, a platform designed to bring prebuilt AI agents to companies with just a few clicks. Slated to go live next week, the new marketplace aims to simplify...

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

How Smarter Data Can Transform Customer Experience

Customers move fast. Most feedback systems don’t. And that gap is killing the customer experience. Companies are investing heavily in platforms that promise better insights, but most still struggle to turn feedback into action. The data comes in too late....

AI Boosts Productivity by 40%, But Leaves Workers Burned Out and Disconnected

A new study by the Upwork Research Institute reveals that while AI is unlocking massive productivity gains in the workplace, with workers reporting a 40% increase in output, this efficiency comes at a cost: emotional fatigue, burnout, and a shift...

How Orange Business Plans to Stay Ahead by Rethinking Its Entire Digital Backbone

Orange Business is in the midst of a sizeable transformation designed to modernise how it operates, delivers services, and competes in a market increasingly shaped by AI, automation, and customer expectations for speed and simplicity.At the heart of this overhaul...

Are You Tech-Ready, or Just Tech-Enthusiastic?

According to a recent Gartner survey of more than 200 customer service and support leaders, being savvy at choosing tech solutions only got teams halfway to success. Those proficient in evaluating vendors and products saw a 50% higher chance of...