From Amazon suing Perplexity to Zoom targeting the small business market with a fresh acquisition, here are extracts from some of this week’s most popular news stories.
Amazon Sues Perplexity for Allegedly Misusing Its AI Shopping Tool
Amazon has threatened Perplexity with legal action after its shopping tool was accused of computer fraud.
On Tuesday, the startup’s Comet AI was accused of violating Amazon’s ban on robot and data gathering.
Amazon has previously warned Perplexity about the use of the tool on its shopping site.
In the claim, Amazon accused Perplexity of misconduct against its company’s terms of service, claiming that its agentic browser, Comet AI, was being used to access customer accounts and make automated purchases on behalf of a customer, without Amazon’s knowledge.
The accusation also claims that perplexity has damaged Amazon’s customer experience by pretending to be a human consumer and accessing restricted sections of its website, threatening the trust and privacy of customers.
In a statement on Tuesday, a spokesperson for Amazon addressed the claims made against Perplexity.
They said:
“We’ve repeatedly requested that Perplexity remove Amazon from the Comet experience, particularly in light of the significantly degraded shopping and customer service experience it provides.”
Read on to find out more.
Zoom Eyes the Small Business CX Market with Bonsai Buy
Zoom has signed an agreement for the acquisition of Bonsai, an all-in-one client engagement and business management platform designed for solopreneurs and small businesses.
The deal underscores Zoom’s commitment to providing customer service features to businesses of all shapes and sizes, from enterprises to small-scale organizations.
In a nutshell, Bonsai’s solutions are built to support service professionals like designers, consultants, and architects by equipping them with an easy-to-use, unified workspace.
In doing so, it provides an accessible and affordable way for small businesses and soloprenuers to deliver a superior level of customer experience and improve customer loyalty.
In a blog discussing the acquisition, Vi Chau, General Manager of Online Business at Zoom, wrote that Bonsai “stands out in a market underserved by complex, enterprise-focused tools.
“At Zoom, we see an opportunity to simplify this effort by empowering solopreneurs to focus on growth, not administrative work.”
In practice, this means integrating Bonsai’s tools with Zoom Workplace, including products such as Meetings, Webinars, Team Chat, Zoom AI Companion, and Docs (Read more…).
Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2025: The Rundown
Like almost every facet of the customer experience and service tech stack in recent times, the CRM Customer Engagement Center (CEC) landscape is in the midst of an AI-powered rethink.
Gartner’s Magic Quadrant for CRM Customer Engagement Center (CEC) 2025 underscores how swiftly the market has shifted from digital engagement to intelligent orchestration, with AI agents, automation frameworks, and composable platforms defining the new service stack.
While last year’s report reflected stability, 2025 marks a decisive pivot.
A fresh evaluation model, new scoring criteria, and a heavier focus on agentic AI have redrawn the map.
However, despite the changes, Salesforce was still comfortably the top of the pack, with Microsoft, ServiceNow, and Zendesk some of the major names trying to chase it down.
Read on to find out which other vendors made the latest report and what most impressed Gartner.
Phishing Campaign Targets Cloudflare Pages and Zendesk to Mimic Support Portals
A new phishing campaign is targeting customer support channels by abusing Cloudflare Pages and Zendesk, showing that even well-protected platforms can be manipulated.
Arda Büyükkaya, Cyber Threat Intelligence Analyst at EclecticIQ, has warned that threat actors have registered more than 600 *.pages[.]dev domains, using typosquatting to mimic legitimate customer support portals for popular brands.
Typosquatting is a technique in which attackers deliberately register domain names that are slight misspellings or variations of legitimate company web addresses, to trick users into thinking they are visiting the correct site. For example, a domain like zendeskcupport.pages[.]dev could be used to impersonate Zendesk’s official support portal while relying on users to overlook the subtle typo.
The phishing pages are “very likely AI generated and include an embedded live chat interface, staffed by an human operator who asks victims [their] phone number and email address under the pretext of providing technical assistance,” Büyükkaya explained in the post on X (formerly Twitter).
“The attacker then instructs victims to install a legitimate remote monitoring tool (Rescue), which grants them full remote access to the device.”
The goal appears to be stealing sensitive information and taking over accounts for financial gain (Read more…).
