3+ day, 4+ hour ago   (335+ words) IDC’s Kathy Lange discusses synthetic data and how it companies can use it, as well as what they should be aware of. Synthetic data is used to replace poor-quality, fragmented, sensitive or nonexistent data for analytics or to train AI....

4+ day, 1+ hour ago   (334+ words) While giving AI agents human characteristics can make adoption smoother, it can lead to over-reliance or issues with visibility and ownership. As agentic AI becomes more common in the workplace, many companies have started giving agents personas, assigning the agents…...

5+ day, 12+ hour ago   (1451+ words) We don’t foresee a contact center run entirely by AI agents or entirely by humans — but there are three different models we do see. For years, many contact center strategies treated voice as a utility and a high-cost channel to…...

1+ week, 4+ day ago   (723+ words) Think through what happens when an AI agent is no longer useful because it outlived its project, retained access after its human owner moved on, or became embedded into obsolete workflows. An employee creates an AI agent to automate part…...

1+ week, 4+ day ago   (374+ words) Four new products aim to govern agentic capabilities in Genesys Cloud, and Genesys also updated its own virtual agent. CX and contact center vendor Genesys introduced several agentic orchestration capabilities on Wednesday: Cloud Navigator, Cloud Orchestrator, Contextual Intelligence (CI) and The…...

1+ week, 5+ day ago   (469+ words) Users can now interact with enterprise customer data through Claude — and Salesforce is handing its interface, user workflow and engagement layer to Anthropic. Related:6 stats hint at positive ROI for gen AI History proved otherwise. Microsoft captured the primary user…...

2+ week, 6+ day ago   (403+ words) Technology and CX leaders need to coordinate systems to address application fragmentation. IT and CX leaders are no strangers to technology projects aimed at streamlining operations and enhancing efficiency. Today, that means many are familiarizing themselves with the idea of…...

2+ week, 4+ day ago   (346+ words) Semantic search sifts through unstructured data to find information based on context and intent rather than keywords. Open data movement platform provider Airbyte has announced semantic search enhancements to its Airbyte Agents Platform. Semantic search allows users to retrieve enterprise…...

2+ week, 5+ day ago   (325+ words) Organizations want to roll out agentic AI, but their systems were never made to handle them. Two-thirds of organizations say legacy systems are the main reason they have problems scaling AI, according to the most recent Google Cloud/MIT report....

2+ week, 5+ day ago   (174+ words) Most companies have deployed AI for various CX-centric use cases, but real gains may prove elusive without properly tagged data. One in four customer interactions are affected by repeated explanations, manual escalations, incomplete context and resolution delays, per a Talkdesk…...