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August 05, 2026

Viewpoints

When Your Next Customer Is an AI Agent

Verifying delegated authority (who sent this agent, what it is permitted to do, and where its mandate ends) is the next frontier of intelligent authentication. (Featured on SmartCustomerService.com.)

CRM Across the Wire

Voice Self-Service Hasn't Improved in 20 Years

ContactBabel finds a slowing of web chat automation, after nearly 10 years of growth. (Featured on SmartCustomerService.com.)