The new agentic CX capabilities introduce platform architectures and AI agent features that enterprises can use to drive business value.
Intelligent Assistants
2025 Conversational AI Intelliview: Decision-Makers Guide to Self-Service & Enterprise Intelligent Assistants
Opus Research’s 2025 Conversational AI Intelliview report evaluates 16 leading solution providers leveraging advanced LLMs and Generative AI to enable self-service and customer care.
Talk to the Web: How NLWeb Opens Conversational Access to Site Content
Microsoft’s new open-source project, NLWeb, aims to enable any website to respond to natural language queries directly and intelligently.
Battling ‘Botenfreude’: The Power of People and Policy
In the world of automated customer care, I propose we use the term “botenfreude” to capture the pure joy people feel when they encounter or read of the inevitable failure of a chatbot or voicebot.
Voice AI Agents Redefine CX: Trends, ROI, and Strategies for 2025
State of Voice AI Webinar Series | Join Opus Research, Cognigy, and Deepgram (May 29th) to learn about trends in voice AI adoption and ways companies are tailoring voice AI to specific industry needs.
The Power of Conversation Meets the Art of Design with Figma Make
Figma Make could redefine conversational AI design, enabling rapid, collaborative prototyping that transforms how teams build and test customer experiences.
Why Voice AI Is Foundational for Enterprise Innovation (Webinar)
Join Opus Research and Deepgram (Thursday, April 24th) as we unveil findings from the “2025 State of Voice AI Report” and learn why voice AI represents a fundamental shift in CX and operational efficiency.
Zendesk Relate: Getting the Job Done with a Resolution Platform
Zendesk Resolution Platform leverages advanced AI capabilities to prioritize actual issue resolution over mere interaction handling, potentially redefining industry standards and inspiring others to do the same.
Trust and Safety in AI Voice Agents: Insights from Gridspace’s Approach
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.
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.