The Cheap-AI Customer Service Pitch Is Starting to Crack
The Gist Which service interactions are shifting to AI, and which stay human? Routine, high-volume tasks are moving…
5 Contact Center AI Trends Redefining Customer Service
The Gist What does Deloitte’s 2026 survey show about AI-mature contact centers? Businesses placing AI at the center…
The 6-Point Governance Framework Enterprise AI Agents Actually Need
The Gist What happens when an AI agent pulls from outdated or conflicting company systems? It doesn’t reconcile…
OpenAI launches Premium seats for ChatGPT Business
OpenAI has introduced Premium seats for ChatGPT Business, giving business customers a higher-usage option within the same workspace.…
NiCE Landed Its Biggest Deal Ever. Wall Street Wants More Proof.
The Gist NiCE landed its largest CXone and Cognigy deal to date. An eight-figure win with the British…
Mosaic AI Debuts Alternative to Agentforce for B2B Support Teams
Key Takeaways Mosaic AI launched an enterprise AI platform, built by AI PhDs, that connects fragmented data across…
EPAM joins OpenAI partner network for enterprise AI
EPAM has joined the OpenAI Partner Network as an OpenAI Advanced Partner, bringing it into closer alignment with…
Uber Turns Its Best AI Engineers Loose on the Rest of the Business
Remember the executive who sparked the tokenmaxxing panic earlier this year after saying Uber had already blown through…
Smallest.ai raises $13M to build ultra-fast voice AI that sounds genuinely human
While AI agents are increasingly capable of solving customer support problems, most people can still tell immediately when…
AI Is Replacing Customer Service Jobs at CBA, Microsoft, Uber
(Bloomberg) — AI’s decimation of call center jobs has begun. Most Read from Bloomberg Companies ranging from the…
Thousands of customer service workers face the axe as AI takes over
AI’s decimation of call center jobs has begun. Companies ranging from the Commonwealth Bank of Australia and Microsoft…
OpenAI finds ChatGPT shifting tasks across job roles
OpenAI has published research on how artificial intelligence is shifting tasks across job roles. It found that many…