Google buys Spirit data for AI training, say executives
Google has acquired Spirit Airlines’ digital assets, drawing attention to the value of customer-service data for training large…
Zendesk: Your AI Is Only as Good as Your Knowledge
AI-ready knowledge is becoming one of the biggest tests of whether customer service teams can scale AI safely. Many…
DBS adds agentic AI to virtual assistants for customers
DBS has added generative AI and agentic AI functions to its virtual assistants, DBS Joy and DBS digibot.…
Google named Gartner conversational AI leader again
Google has been named a Leader in Gartner’s Magic Quadrant for Conversational AI Platforms for the second consecutive…
Amazon Connect Customer Salesforce MCP Shift In CX
Amazon Connect Customer has integrated with Salesforce via the Model Context Protocol, and the move signals a major…
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
The growing disconnect between AI investment and frontline trust is becoming more evident across customer service organizations, despite rapid adoption and daily use. UJET’s…
Druid AI report finds AI agent use concentrated in key tasks
SOFIAH NICHOLE SALIVIO News Editor Druid AI has released its 2026 AI Adoption Benchmark Report, based on anonymised…