7+ hour, 23+ min ago  (366+ words) AI may be accelerating a contraction in agent employment. AI-powered automation in the contact center appears in several ways: self-service options and assistance provided to the human agent during, and after, the interaction. On the customer-facing side, people can interact…...

2+ hour, 55+ min ago  (210+ words) Metrigy research found most companies are confident in network infrastructure for AI, but concerns about security vulnerabilities and latency remain among IT leaders. We put this question to the IT and CX leaders who participated in our AI Technology Foundation…...

2+ day, 2+ hour ago  (497+ words) Organizations run the risk of exposing their sensitive data when they adopt AI before they are ready. As more businesses adopt agentic AI to aid knowledge workers, automate workflows and unlock unstructured data such as chats and meeting transcripts. However,…...

3+ day, 24+ min ago  (1032+ words) As AI agents begin executing work independently, enterprises must answer one question: When an AI agent makes a business decision, who owns the outcome? When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work…...

6+ day, 5+ hour ago  (199+ words) The collaboration aims to connect operational and customer data in a single layer, addressing governance concerns and accelerating insights. AI and data platform provider Palantir and Zeta, an AI Marketing Cloud, announced a partnership to unify data and AI infrastructure…...

6+ day, 36+ min ago  (406+ words) The collaborative platform's AI-infused productivity suite signals both a new model for AI-enabled workflows and a new pricing structure. The early June debut of Zoom Mate and its AI Productivity Suite raised questions about Zoom's AI product line, the primary…...

1+ week, 2+ hour ago  (346+ words) Recent trends in data and analytics anticipate how organization will use AI agents to drive governance and data management by 2028. Gartner announced new trends in data and analytics around agentic AI: include using decision governance to reduce agentic AI risk,…...

1+ week, 2+ hour ago  (154+ words) AI outputs are tools to accomplish tasks, but don't confuse productivity with precision. Without human oversight and care, the risks are extraordinarily high, our legal correspondent says. Related: CX and Compliance have differing takes on AI controls Related: AI pilots…...

3+ week, 1+ day ago  (253+ words) Agentic AI is now native to Ni CE's platform, thanks to Ni CE Cognigy. And, Ni CE launched an AI innovation lab to accelerate use cases. On Tuesday, CX vendor Ni CE announced that agentic AI will be native at…...

2+ week, 1+ day ago  (199+ words) Consumers want a human agent when automation fails, but they also don't want to repeat themselves. Passing context can help and build trust. Less than half of consumers said that automated support helps them the most for quick, simple or…...