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August 31, 2026

Viewpoints

Your AI Agent Will Fail; the Only Question Is Who Tells You First

Organizations are rolling back or shutting down customer-facing AI agents after deployment, with higher rollback rates among companies with mature governance frameworks. Visibility into agent performance allows organizations to identify issues and act before customers do. (Featured on SmartCustomerService.com.)

Insight

Third-Party GenAI Winning Out Over Company Chatbots

Customers are using genAI for more than answers, but companies aren't cashing in, Gartner finds.