Tag: Artificial Intelligence

AI Is Running Customer Service. Are You Ready for It?

Artificial intelligence has moved out of the sci-fi world and into everyday life, now powering the backbone of most customer service desks. In 2025, the role of AI has expanded beyond simple automation, evolving into a sophisticated orchestration of personalised,...

HR Turns to AI for Hiring Help But Lacks the Skills to Use It Effectively

HR leaders see clear benefits in AI-powered tools, but many admit they don’t have the skilled workforce to use them effectively.Capterra’s 2025 HR Software Trends Survey, which gathered insights from over 3,200 HR professionals across 11 countries, reveals how rising...

Starbucks Equips Baristas with AI Assistant to Speed Up Orders and Cut Downtime

Starbucks is introducing a generative AI assistant, Green Dot Assist, built on Microsoft’s Azure OpenAI platform, to help baristas answer questions, solve equipment issues, and streamline service in real time. The assistant is already in pilot at 35 locations, with...

AI or Goodbye: The New Rules of Customer Experience in 2025

According to Verint’s new State of Customer Experience 2025 report, 86% of U.S. consumers now recognise the value of artificial intelligence in customer service interactions. Among 18-to-34-year-olds, that number soars to 98%, signalling a major generational shift in expectations.AI isn’t...

Dear Customer, This Message Was (Probably) Written by AI

In 2025, nearly every business customers interact with will be using AI to communicate with them, whether they notice it or not. New research by customer engagement platform Sinch, which surveyed 1,600 business leaders and 2,800 consumers across sectors, including...

No More Boring Prep: Seismic Just Made Sales Way Smarter

Seismic has rolled out its Spring 2025 Product Release — and it’s all about making revenue teams faster, smarter, and more confident with AI at their fingertips. At the centre of the release is Role-Play Agent, a new generative AI...

Sanas Unveils Breakthrough in Real-Time Speech Translation

Sanas has announced a leap in communication technology by introducing real-time, AI-powered speech-to-speech language translation. The tool uses a proprietary, low-latency AI architecture to directly translate spoken language, all while maintaining high fidelity, identity, and emotional nuance in the speaker’s...

AI-Fueled Deepfakes Trigger Surge in Voice Fraud

Pindrop has just released its 2025 Voice Intelligence & Security Report, and the findings are both staggering and urgent. The report sheds light on a rapidly evolving fraud landscape dominated by AI-powered deepfakes and synthetic voice attacks that are targeting...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...

Why Agentic AI Systems Are the Next Big Shift in CX

In the current race to embed AI into every facet of business, one term is rapidly gaining traction in the customer experience (CX) space: agentic AI. While it may sound like yet another buzzword in the AI alphabet soup, there’s...