Latest AI Agents News

AI & Automation in CX

Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story

AI & Automation in CX

Public Sector CX Is Under Systemic Pressure, and the Contact Center Shows It First

AI & Automation in CX

Forrester Puts Its Research Inside Microsoft Copilot, But Can It Stay Vendor-Neutral?

Customer Analytics & Intelligence

Containment Metrics Are Killing Customer Trust, Says Amazon Connect

Contact Center & Omnichannel​

Microsoft Copilot Studio Launches Realtime Voice Agents for Dynamics 365 Contact Center

AI & Automation in CX

Microsoft Expands AI Capabilities Across Sales and Customer Experience

AI & Automation in CX

You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once

AI & Automation in CX

SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap

Customer Analytics & Intelligence

LivePerson Syntrix Targets the AI Governance Gap as Contact Centers Struggle to Scale GenAI from Pilot to Production

Customer Engagement Platforms

Intercom Challenges Multi-Agent Trend With Expansion Into Sales

Contact Center & Omnichannel​

Is Your AI Escalation Strategy Breaking Customer Trust?

AI & Automation in CX

Adobe CX Enterprise Coworker – What Does It Mean for the Future of Enterprise CX?

AI & Automation in CX

McDermott Says ServiceNow “Converts Chaos to Control” With Context-Driven Enterprise AI

Community & Social Engagement

Will AI Replace Your Community Strategy Before You Adapt?

Customer Engagement & Journey Orchestration

SAP and Google Cloud Partner to Bring Agent-Based AI Execution to Marketing

AI & Automation in CX

Meta Is Building AI Agents From Keystrokes – Are Contact Centers Next?