85% of Consumers Prefer Interacting with Humans vs. AI Agents

Customers are growing more accepting of AI in customer service interactions, but a human is still preferred, Metrigy finds. (Featured on SmartCustomerService.com.)

Rocketlane Launches Nitro, an Agentic Execution Platform for Professional Services

Rocketlane Nitro helps services teams deliver more projects with the same headcount

LLM Prompt Generation Tools Market to Top $1 Billion by 2031

Valuates sees LLM prompt generation growing in marketing and other CRM use cases.

Sinch Launches agentic conversations

Sinch agentic conversations operationalize AI agents across messaging, voice, and email at scale.

ServiceNow Launches Autonomous Workforce and Adds Moveworks to the ServiceNow AI Platform

New ServiceNow EmployeeWorks solution connects conversational AI chat and enterprise search from Moveworks with autonomous workflows for nearly 200 million employees

Sweep Launches Multi-Org Agent for Salesforce

Sweep's Multi-Org Agent helps companies manage multiple Salesforce environments and will extend to Snowflake and ServiceNow.

Deepdub Partners with Wonderful

Wonderful's AI agents will leverage Deepdub's  eTTS technology to deliver natural, emotionally-nuanced voice experiences. (Featured on SpeechTechMag.com.)

Aspect Announces Aspect Intelligence

New capabilities embed predictive, policy-aware intelligence directly into forecasting, scheduling, and real-time operations. (Featured on SmartCustomerService.com.)

Talkdesk Launches Automation Flows and Extends Autopilot

Automation Flows drives autonomous orchestration across back-end systems, and Autopilot extends agentic AI into the email channel. (Featured on SmartCustomerService.com.)

Almost All Customer Service Leaders Under Pressure to Implement AI This Year

More than 80 percent of organizations plan to expand human agent responsibilities in 2026, Gartner finds.

RingCentral Partners with OpenAI

RingCentral's communications platform is being integrated with OpenAI frontier models like GPT-5.2 to bring generative AI into the voice channel. (Featured on SmartCustomerService.com.)

8x8 Launches Platform-Wide Upgrade

8x8's latest updates helps companies streamline operations, cut handling times, and improve workforce management. (Featured on SmartCustomerService.com.)

CX Administration Software to Reach $18.2 Billion by 2033

Market Research Intellect eyes a customer experience administration software market fueled by digital CX transformation and AI integration. (Featured on SmartCustomerService.com.)

Combined Verint–Calabrio Organization to Operate Under Verint Name

Thoma Bravo consolidates product portfolios under the Verint moniker. (Featured on SmartCustomerService.com.)

Ada Launches Unified Reasoning Engine

Ada's Unified Reasoning Engine is a single intelligence layer to power agentic customer experiences in any channel.

Krisp Launches Voice Translation SDK

Krisp's Real-Time Voice Translation SDK enables CX platforms to embed multilingual voice directly into live customer conversations.

Genesys Unveils Agentic Virtual Agent Powered by LAMs

Genesys Cloud Agentic Virtual Agent advances AI from conversation to autonomous action, enabling outcome-driven operations.

Vida Expands AI Agent Operating System

Vida's latest AI Agent Operating System Release delivers omnichannel capabilities, centralized control, and flexible integrations.

Oracle Launches 16 AI Agents for Marketing, Sales, and Service

Oracle's new role-based AI agents in Oracle Fusion Cloud Applications transform sales, marketing, and service processes into revenue-driving opportunities

Cisco Launches Webex Contact Center for ServiceNow

Cisco partners with ServiceNow to deliver a cloud-native contact center solution for ServiceNow CSM, CRM, and ITSM environments. (Featured on SmartCustomerService.com.)