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.
Articles
Experience Reimagined: Medallia’s Leap into Unstructured Data
Medallia’s vision involves integrating omnichannel insights—spanning digital behavior, chat logs, call transcripts, reviews, operational data, and more—to create a holistic view of the customer journey.
AI Gets Real: Enterprise Connect 2025 Showcases Measurable Outcomes and Simplified Adoption
Enterprise Connect 2025 featured announcements from CX solution providers with an emphasis on practical AI solutions.
OpenAI Shakes Up Voice AI with New Speech Models
OpenAI released new models for automatic speech recognition (ASR) and text-to-speech (TTS) with enhanced performance and affordability.
Cognigy Showcases AI Innovation and Value at Nexus 2025 Summit
Cognigy hosted its Nexus 2025 summit, where the company showcased generative AI innovations alongside compelling real-world customer success stories.
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.
Sesame AI – A New Voice for AI Assistants
Sesame’s new Conversational Speech Model represents a possible shift toward more human-like voices for Voice AI systems.
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.
The Technical Blueprint Behind SuperDial’s Healthcare Voice Agents
Superdial, a voice AI startup, recently provided insights into its technology stack and the frameworks and tools underlying its healthcare-focused voice bots.
Zoho’s Texas-Sized Vision: Enterprise Ambitions and AI Innovation
Zoho’s analyst event highlighted its enterprise focus, CEO transition, AI-driven Zia Agents, a low-code Agent Studio, and a partner-friendly AI marketplace.