Imagine your air conditioner gives up the ghost in the middle of a heat wave. You search Google for a local HVAC company, but you’re not sure whether you need a repair or a replacement. Rather than clicking through to… Read More ›
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.
One year after acquiring Cognigy, NiCE showed analysts in Maui that it has largely delivered on its integration promises. The harder test now is helping enterprises govern and operate AI agents at scale, not building them.
Join Opus Research and USAN to look past per-token pricing and find out what it really costs to resolve a customer conversation with agentic voice AI, and how to forecast that cost at scale.