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Conversational AI
Big CX News from Verint, Accenture, Google & Avaya
Google Is Building AI Mode Agents to Automate Customer Support Tasks
Big CX News from Microsoft, Salesforce, Lenovo & Zoom
Contact Center
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.
CRM
Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks
No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service
Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect
Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE
Apple Releases a Customer Support Agent, But Should Have Much Greater Ambitions
Pegasystems Promises “Industry-First” Customer Self-Service Capabilities with Its Latest Launch
Who’s Watching the AI? Scorebuddy Brings Oversight to Agentic Automation
Empathy, AI and the Contact Center Conundrum
Five9 CEO to Retire, Seeks an AI Innovator as His Replacement
Big CX News from NiCE, OpenAI, Five9, & Microsoft
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
