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Thames Valley Police and Hampshire and Isle of Wight Constabulary say their AI agent, Bobbi, now automates around 75% of public contacts, but the real test is making sure the right 25%, the vulnerable and high-harm cases, reach a human operator on the 24/7 digital desk
Bluecrest moved beyond sampled calls and manual dispositions to analyze every customer interaction. Its experience shows how contact centers can use AI to uncover customer intent, challenge internal assumptions, improve service journeys, and build a stronger foundation for automation.
OpenAI just bet big on always-on AI agents capable of running entire projects without supervision. Gartner says most enterprises deploying agentic AI this way will abandon it within two years. We explore these contrasting visions for the future of enterprise agentic AI.
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
During the September 16 Salesforce outage, some customers couldn’t even file a support case about Salesforce being unavailable. At the same time, other providers faced their own outage issues, proving that platform uptime tells CX leaders less than they think about the customer journey.
A recent warning from Contact Center AI Association President John Walter points to a sharper BIPA risk for voice AI. After May lawsuits against Big Tech and newer claims against Walmart and Lowe’s, contact center buyers need to know when call recording becomes biometric processing.
Reddit AI shopping is pulling product discovery, community opinion, and conversion closer together. That creates a huge opportunity for brands inveting in community CX as a way of boosting sales, along with a much harder problem: keeping the advice underneath it believable.
Customer data, AI agents and core CX platforms are all coming under pressure. This week saw OpenAI expand its investigation into agents accessing third-party systems and data, 40 million McDonald’s records exposed, and an AI agent breaching a customer support platform
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