AI-driven automation. Platform features include advanced validation, real-time monitoring and no-code testing.
Enterprise impact focus. Global enterprises gain more reliable, scalable and compliant CX operations through automation.
Cyara announced the general availability of its next-generation platform for AI-powered customer experience assurance on July 15. The unified solution integrates AI validation, real-time monitoring and no-code test automation into a single enterprise-grade platform.
According to company officials, the platform aims to help organizations scale AI with confidence, prevent CX breakdowns and deliver consistent customer experiences across voice, digital and AI-powered channels.
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Impacted Audiences for Cyara’s Platform
AI Transforming Customer Experience
AI is rapidly transforming customer experience, with businesses seeking solutions that balance automation with meaningful CX improvements beyond cost-cutting.
Founded in 2006, Cyara has evolved from a CX testing company to an AI-powered CX assurance platform. The company’s latest platform addresses a critical market need as AI continues to profoundly impact CX by personalizing customer interactions and enhancing decision-making capabilities.
While AI adoption in customer service is accelerating, according to industry reports, technology alone cannot improve customer experience without strategic process redesign. Companies often focus on operational KPIs rather than starting with customer needs for effortless, personalized experiences.
The rise of agentic AI systems capable of independent decision-making presents both opportunities and risks. These autonomous systems require robust governance procedures and human oversight to prevent harmful customer experiences or financial losses.
For businesses navigating tariff challenges and economic uncertainty, AI can create efficiencies in customer service, content creation and media analysis. Companies that effectively implement AI in CX can enhance customer loyalty and purchase intent through improved service quality while reducing operational costs.
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Safeguarding Customers in Age of AI
The AI Trust Misuse Module is a critical safeguard for our clients. It enables responsible AI by proactively flagging edge cases and compliance issues and delivering real value across the QA pipeline.
— Sean Rabago, senior service expert/capability lead at Kenway Consulting
Cyara Platform Capabilities
The next-generation platform introduces several new solutions focused on AI validation and productivity.
CapabilityDescriptionPulse 360AI-driven monitoring across 360+ carriers in 120+ countriesAI TrustTesting suite that detects AI hallucinations and brand-damaging behaviorAgent Assist AssuranceValidates real-time AI guidance tools for contact center agentsCyara CopilotAgentic AI companion providing contextual guidance within platformTest Case DesignerNo-code visual test automation tool for CX workflowsIntelligent InsightsConverts CX data into actionable intelligence
Cyara’s platform dashboard visualizes test execution metrics, campaign performance, and AI validation outcomes in real time to help ensure CX systems are functioning as intended.
Cyara Background
Cyara, founded in 2006 in Melbourne, Australia, provides automated customer experience (CX) assurance solutions for enterprise contact centers and CX leaders. The company has received private equity investment, including backing from K1 Investment Management.
Platform Capabilities
The company offers a platform for automated testing and monitoring of customer journeys across voice, digital and chatbot channels. Its solutions support interactive voice response (IVR), web, SMS and other customer touchpoints. The platform is designed to help organizations identify and address issues before they affect end users, and to accelerate the development and deployment of CX initiatives.
Market Position
Cyara is positioned in the CX assurance and testing segment, serving large enterprises, business process outsourcers (BPOs) and organizations with complex contact center environments. Typical customers operate in highly regulated or customer-centric sectors such as financial services, telecommunications and healthcare. Industry analysts often cite the company as a notable vendor in the CX testing and assurance market.
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