The Adoption Picture Five separate 2026 research reports now paint a consistent picture of where contact center AI actually stands. Valoir found more than 95% of organizations run at least one AI or automation capability, with AI agents leading adoption at 61%, followed by copilots at 55% and knowledge search at 54%. ContactBabel found 21% […]
What AWS Showed at re:Invent At AWS re:Invent 2025, Amazon Connect unveiled 30 major launches around agentic AI, framed around what VP Pasquale DeMaio called the core distinction: “agentic is really about action,” an AI agent’s ability to actually do something on a customer’s or company’s behalf, not just summarize or suggest. Two customer case […]
The Problem Qualtrics Set Out to Fix Qualtrics used its X4 event to unveil a set of AI-powered updates (omnichannel listening, automated text analytics, and agentic Experience Agents) built around one uncomfortable admission from President Brad Anderson: across most CX programs, only 1 to 2 percent of incoming customer feedback ever gets followed up on. […]
The Bottleneck Only about 5.5% of organizations are seeing real value from their AI investments, and the gap is not usually the model; it is the data feeding it. In regulated industries, the most useful training data (transaction histories, complaint transcripts, identity checks) is also the data compliance teams are most nervous about exposing. Gartner […]
The Trust Gap New data paints a sobering picture of where AI-driven customer service actually stands. Forrester found US CX quality fell again to a record low of 68.3 in 2025, while the CFPB reported roughly 6.6 million consumer financial complaints that same year, more than double the prior year. Separately, Salesforce research found that […]
The Rollout Commonwealth Bank of Australia has begun testing CommBank Companion, an AI-powered conversational assistant built directly into its mobile app, backed by roughly $1 billion in security investment. Unlike most vendor-led AI launches, this one was designed and built entirely in-house by CommBank’s own engineering and data science teams, and it is being tested […]
The Deployment Agentforce, Salesforce’s agentic AI platform, has crossed $1 billion in annual recurring revenue, with revenue up 205% year over year. But the more instructive story sits inside one specific deployment: PenFed Credit Union now runs its entire operation (call center, mobile, web, and branches) on Salesforce, with 76 AI agents working alongside human […]
The Finding New research from TELUS Digital’s Enterprise CX AI: 2026 Global Survey, polling 815 enterprise decision-makers across 12 countries, finds that 61% of organizations now spend over $10 million annually on CX delivery. Yet only 32% have the automated QA infrastructure needed to actually measure how that AI is performing. As Peter Ryan, President […]
The Announcements Google Cloud Summit London 2026 brought a wave of partnership news signaling a shift from AI experimentation to production deployment. HSBC and Google Cloud announced a partnership to deploy more than 200 new AI use cases over the next two years, focused on hyper-personalized wealth management and financial crime detection. Deloitte and Google […]
The Announcement Salesforce has launched Agentforce Help Agent, a preconfigured AI service agent deployable across voice, web, portals, and messaging, paired with a pay-per-resolution pricing model that charges customers only when the agent resolves an issue autonomously. Escalations to a human or negative customer feedback are not billed. The move comes directly in response to […]