New Opus Research Intelliview evaluates how six leading CX BPOs apply AI in their own operations and in the services they sell, and finds that none has yet reached AI-native delivery.
Julie Ask and Amy Stapleton discuss how AI agents are changing shopping, what builds consumer trust, and how businesses can prepare for agentic commerce and service.
Invoca’s new Google messaging agents connect search to sales, helping brands engage customers, personalize conversations, and improve conversions.
Dialpad and Ada are combining to put AI agents, human specialists and a carrier network on one platform, shifting customer service from handoffs to human-AI collaboration.
Zoom’s Unified Context Layer aims to turn customer conversations into actionable intelligence, connecting AI agents, enterprise systems, and CX workflows.
A Huawei research proposal offers a common grammar for tracing complex customer journeys across AI agents, tools, platforms, and protocols.
Cisco’s Dialog extends customer service beyond individual conversations, coordinating AI agents, people, and enterprise systems to resolve issues.
Walmart’s planned Agent Gateway offers a glimpse of shopping through personal agents, with clear permissions and purchasing controls.
Personal agents could increase demand on contact centers. NiCE’s recent Analyst Summit explored the challenges and how companies can prepare.
New Opus Research report traces agentic commerce back to its conversational roots and maps who the agent works for, how much authority it holds, and what brands need to build now.