Author: Advanced AI Editor

–News Direct–As artificial intelligence (AI) becomes increasingly prevalent in content creation, the demand for tools that verify content authenticity has never been higher. Smodin, a leading provider of AI detection technology, is responding to this critical need with an advanced solution designed to help users identify whether content was written by a human or generated by AI.With AI now being used to produce essays, articles, marketing content, and even computer code, the line between machine-generated and human-authored content is becoming harder to define. While these technologies offer convenience and innovation, they also raise concerns around academic integrity, misinformation, and the…

IBM CEO Arvind Krishna recently revealed that the company has leveraged artificial intelligence — specifically AI agents — to automate tasks previously handled by hundreds of HR professionals who have been replaced. The shift has allowed IBM to redirect resources toward hiring in software development, sales, and marketing.  Krishna’s remarks came as organizations across industries are assessing how AI technologies are influencing workforce structures and human capital strategies. AI agents — autonomous tools capable of executing tasks such as spreadsheet analysis, research, and email drafting — are beginning to play a more central role in enterprise operations.  Although broad-based layoffs…

Illustration: Glenn Harvey for BloombergThe rush into artificial intelligence has minted fortunes worth a collective $71 billion for 29 founders. March 28, 2025 at 5:00 AM EDTUpdated on March 28, 2025 at 1:35 PM EDTThe sums of money that the artificial intelligence boom has created in the span of a few years border on unthinkable.OpenAI, which debuted ChatGPT in late 2022, is poised to become one of the world’s most valuable startups with a $300 billion valuation. Anthropic, created in 2021 by a team of former OpenAI employees, is worth more than $60 billion. Safe Superintelligence launched in October and…

The Gist Old metrics fail. Traditional CX metrics miss tone, accuracy and customer trust in AI interactions. Auto evals needed. Auto evaluations provide scalable, detailed checks on AI responses for safety, tone and grounding. Framework for improvement. The EVALS+ Pyramid gives CX leaders a structured approach to measure and improve AI outputs. Generative AI has stepped in to handle tasks that people used to do. It’s answering customer questions, suggesting products and writing emails on behalf of brands. While it’s impressive, this shift exposes a problem no one fully prepared for. The old ways of measuring customer experience don’t cut…

The Gist Enhanced oversight tools. New monitoring, approval and testing features improve AI reliability. Improved agent accuracy. Human review and simulation help fine-tune AI responses. CX leader empowerment. Customer experience leaders gain safer scalable automation options for contact centers. ASAPP announced expanded capabilities for its GenerativeAgent platform on July 22. The New York-based company added features focused on improving accuracy, control and trust in AI-automated contact center conversations. According to company officials, the enhancements aim to address safety and security concerns that have made organizations hesitant to extend AI capabilities directly to customers. The updates include human review mechanisms, monitoring…

The Gist Statistical insight. Call center statistics reveal that phone calls remain the top method for customer service interaction. AI uptake. Automation and AI technologies in call centers are projected to significantly increase over the next 5-10 years. Omnichannel expectation. Customers now demand quick, seamless service across all communication platforms. Call centers are a brand’s hub for customer service issues and are crucial to running a successful company. Utilizing call center statistics is essential for crafting effective customer support strategies. Yet the word “call” may be a misnomer in our digital world. While most people still prefer the immediacy of…

The Gist Unified CX platform. Cyara launches an all-in-one AI-powered CX assurance solution. 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…

The Gist Acquisition completed. Zendesk acquires HyperArc to enhance AI analytics capabilities. Technology integration. HyperArc’s GenAI-powered platform to be integrated for improved insights. Customer impact. Zendesk customers to gain faster, deeper analytics and automation capabilities. Zendesk announced on July 14 that it completed the acquisition of HyperArc, an AI-native analytics platform known for its HyperGraph engine and real-time generative AI-powered insights. The move represents a significant advancement in Zendesk’s analytics roadmap. By integrating HyperArc’s technology, Zendesk plans to create a unified analytics platform that builds upon its existing Explore foundation while introducing next-generation, AI-powered capabilities. According to company officials, customers…

The Gist AI drives CCaaS growth despite complexity. Vendors with strong AI portfolios saw higher price-per-seat and consumption-based revenue in 2024, fueling expansion. NiCE, Genesys and Amazon Connect lead market share. Seat and revenue projections through 2029 show a continued shift toward AI-enhanced, cloud-based infrastructure. CCaaS becomes strategic infrastructure partner. Vendors are no longer just “pipes” — many serve as core integrators and AI innovation engines for contact centers. 2025 Market Report Highlights Strategic Shift in Contact Center Technology Research and Markets has released its 2025 Contact Center as a Service Worldwide Market Share Report on July 10, offering a detailed look at…

The Gist AI supports alignment. Aggregated AI helps organizations unify CX, CS and support around shared experience outcomes. Metrics are evolving. Companies are shifting from transactional KPIs to signals tied to value, friction and retention. Outcomes drive strategy. Experience management is becoming a business-wide framework linked to revenue, efficiency and customer health. Experience management outcomes are no longer theoretical aspirations. They’re now a tangible performance framework that influences retention, revenue and resilience. These outcomes reflect real-world value across customer, partner and internal touchpoints. The focus goes beyond satisfaction scores to include measurable impact, journey health, reduced friction, operational efficiency and…