Opus Research and Gridspace provide practical guidance for organizations considering AI voice agent deployments and how to establish critical trust and safety concerns surrounding AI voice agents.
Conversational Intelligence
Bots are People Too (Kind Of): Why AI Needs Accessibility
AI Agents are becoming an integral part of digital interactions, but are our websites truly accessible to them? Just like humans need clear navigation and semantic structure, AI needs well-organized content to function effectively.
Beyond Conversation: Can Reasoning LLMs Transform Customer Experience?
Reasoning LLMs, such as Deepseek R1, could find meaningful applications in CX, particularly for complex problem-solving and high-value use cases.
Conversational Intelligence Consolidation: Verint and Calabrio Make Strategic Acquisitions
The acquisitions intensify pressure among AI insights companies and conversational analytics vendors as they look to differentiate or seek to be acquired themselves.
Wrapped in Words: Spotify Talks a Big Game (and Sounds It Too)
This year’s Spotify Wrapped dropped with a surprise–a Voice AI podcast–that will expose millions to the tech’s potential.
Amazon Nova: The New Star in Foundation Models
At re:Invent, Amazon unveiled its Nova family of language models, marking its long-anticipated entry into the competitive world of GenAI foundation model providers.
Uniphore Acquires ActionIQ: Takes a “Zero Data” Approach to Conversational Intelligence
A new, unified cloud architecture combines intelligent agents, adaptable models, a composable data layer, and knowledge processing to deploy AI solutions quickly and securely.
Amazon Q: Enhancing Workplace Productivity with Expanded Capabilities
New capabilities drive greater efficiency by automating routine interactions, streamlining ticket resolution, and enabling smarter, real-time decision-making.
Charlie Brown, Lucy, a Football, and Agentic AI
It’s time to include “agent-to-agent” communications while defining the personnel, policy, and procedures in customer care infrastructure.
GenAI Trust and Safety: Mitigating Risks and Enabling Solutions
An in-depth Opus Research report on the emerging landscape of solution providers helping enterprises monitor and secure their GenAI applications, including executive resources to make informed AI decisions and take appropriate actions.