Anthropic’s Opus 5 shows that more capable models may require a new approach to context engineering, with important implications for CX agentic workflows built around older model behaviors.
Despite the hype, AI agents aren’t always cheaper than humans. This means brands may need to rethink their agentic approach.
The release of Agent Factory and Desktop Intelligence expands Verint’s automation portfolio and emphasizes an outcome-oriented go-to-market approach.
Warner’s draft AI agent legislation addresses real challenges around trust and platform access, but bets on one narrow vision of how the agent market will evolve.
Anthropic’s Claude Tag offers a glimpse into how humans and AI may collaborate as teammates, and what that means for the future of hybrid contact center workforces.
NiCE isn’t bolting AI agents onto CXone, it’s building the control plane underneath and a new operating model for the hybrid workforce.
Microsoft Build 2026 showcased new speech models, agent-first devices, and a vision for the future of ambient AI.
New Opus Research report defines the five layers of a complete AI agent control plane, and why no single vendor will deliver it.
At the Zendesk Relate 2026 conference, the phrase “Autonomous Service Workforce” not only served as a marketing slogan but also shows how far Zendesk intends to go.
Join Opus Research, SESTEK, and Zorlu Energy to learn how orchestrating AI agents, human teams, backend systems, and workflows actually resolve customer issues.