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Conversational AI
The New Zoom Virtual Agent Is Here, and Now It’s Agentic
Not ‘One and Done’: CX Needs Flexible, Future-Proof AI
Contact Center
5 New Customer Expectations for 2025 (and How to Outpace Them!)
First-of-Its-Kind Insurance Targets Costly AI Hallucinations in Customer Service and Beyond
Zendesk CEO: AI Is Already Hallucinating Less Than Humans Are Making Mistakes
A Contact Center Chatbot Invents Company Policies, Now Customers Want Out
CRM
HubSpot Brings AI Agents to SMBs
The Impact of Third-Party Support and AI on Customer Comms
Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”
How Syniverse and Adobe are Elevating Customer Engagement with Targeted SMS Messaging
Verint Secures a $27MN Megadeal, Finds Success in Hybrid Cloud Contact Centers
Microsoft Rebrands Its Contact Center Workspace, Stops Using the Term “Agent” for Live Reps
Smarter CX Consulting: AI and Big Data Take Center Stage
6 Emerging AI Threats to Contact Centers (and How to Combat Them)
Talkdesk Adds Autonomous AI Voice Agents to Its CX Toolbox
Google Refreshes Its Customer Engagement Suite, Adds a Console to Build AI Agents for Self-Service
