From major announcements at Adobe Summit to Meta’s plans to start tracking its employees’ keystrokes, here are extracts from some of this week’s most popular news stories.
Five Adobe Summit Announcements Every CX Leader Should See
Adobe dropped a raft of major product announcements at its annual Summit in Las Vegas.
Unsurprisingly, agentic AI was at the core of the new capabilities.
In the first Adobe Summit since the announcement that CEO Shantanu Narayen was stepping down, Adobe’s five announcements laid out a vision for customer experience orchestration that spans AI coworkers, partner integrations, brand-safe content pipelines, and a solution to a problem most CX leaders haven’t fully solved yet: how to show up accurately when an AI agent is doing the searching on a customer’s behalf.
Here are the five announcements CX teams should know about:
- Adobe CX Enterprise
- Adobe CX Enterprise Coworker
- Adobe Expands Partner Ecosystem
- Adobe Brand Visibility
- Adobe Brand Intelligence
Read the full article to find out more.
Benioff Rejects SaaS-pocalypse Fears as AI Reshapes Enterprise Software
Salesforce CEO Marc Benioff believes that AI will increase the value of Salesforce, rather than reduce it.
Speaking to the Wall Street Journal, Benioff spoke out against investor concerns that AI could destroy enterprise software companies, pushing back on the possible “SaaS-pocalypse” idea.
This reflects a broader debate in the market about whether AI will disrupt SaaS business models or strengthen their role in enterprise technology.
“People think we have our back against the wall when in fact the opportunity has never been greater,” he said.
In an earlier interview with CNBC in March, Benioff reaffirmed that there is no evidence that AI is hurting SaaS demand.
“Our customers are doing more with AI, but to say there’s some kind of SaaS-pocalypse going on?
“We don’t see it in our pipelines, and we don’t see it in our numbers.”
Read the full article to find out more.
Meta Is Building AI Agents From Keystrokes – Are Contact Centers Next?
Meta has announced plans to start tracking its employees’ keystrokes and mouse clicks to train its AI models.
The news has made headlines for all the obvious reasons, igniting debates around privacy and the employee experience, with one unnamed Meta staffer labeling the move “very dystopian.”
Of course, there is a solid foundation for all of these readings, but for the contact center industry, perhaps the more interesting aspect of this story is what it tells us about how AI agents are being trained, and what that means for the tools already running inside customer service operations.
The new tool is called the Model Capability Initiative (MCI), and has already begun rolling out across Meta’s U.S.-based employees’ computers.
In practical terms, the software logs mouse movements, clicks, and keystrokes, and takes occasional snapshots of screen content, generating training data for Meta’s AI agents.
The initiative sits within a broader program the company has rebranded as the Agent Transformation Accelerator (ATA).
In a statement to the BBC, Andy Stone, a Meta spokesperson, said:
“If we’re building agents to help people complete everyday tasks using computers, our models need real examples of how people actually use them — things like mouse movements, clicking buttons, and navigating dropdown menus.”
Read the full article to find out more.
Vercel Customer Data Breach Highlights CX Risks of “Shadow AI” Tools
A data security breach at US cloud application company Vercel has prompted urgent customer notifications and drawn attention to the risk that employees using third-AI tools could open additional attack vectors for hackers to steal customer information.
Vercel provides developer tools and cloud infrastructure, including the widely used Next.js web development framework for React that it created and maintains. The company issued a bulletin on April 19 stating that it had discovered unauthorized access to certain internal systems and indicated that some customers’ accounts were compromised.
“Initially we identified a limited subset of customers whose non-sensitive environment variables stored on Vercel (those that decrypt to plaintext) were compromised. We reached out to that subset and recommended an immediate rotation of credentials.”
The bulletin added the company is investigating “whether and what data was exfiltrated” and will contact customers if it discovers further evidence of their information being compromised.
The investigation found that the attacker gained access to Context.ai, a third-party agentic AI tool used by a Vercel employee, which allowed it to take over the employee’s Vercel-issued Google Workspace account to breach some Vercel environments and environment variables that were not marked as sensitive (Read more…).
