Author: Advanced AI Editor

The Gist Conversational AI is booming—but complex. With 192% projected growth by 2031, CX leaders face pressure to adopt—but success isn’t guaranteed. Agent experience matters. AI tools like transcription and summarization often add work instead of removing it, according to new frontline research. Most brands still fall short on results. Only 11% of companies say they’re highly effective at using AI to deliver human-like conversations. Conversational AI is having its breakout moment. But are contact center agents celebrating? Maybe not.According to a July 4 Research and Markets report, the global conversational AI market is expected to grow from $17.05 billion…

The Gist Agents aren’t anti-AI—they’re anti-neglect. Reddit threads show call center workers fear being left behind, not by bots, but by poor leadership and lack of support. AI is increasing chaos, not clarity. From hallucinated call notes to clunky “efficiency” tools, agents say AI often creates more work instead of less. Leaders must step up. To make AI succeed in contact centers, leaders must communicate transparently, invest in upskilling and design AI that actually helps humans—not replaces or monitors them. The problem for your contact center agents isn’t artificial intelligence.It’s you. Leadership.The underlying sentiment across some Reddit threads featuring contact…

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…

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 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 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 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 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 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…

Key Takeaways GOOGL’s global search market share fell to 89.54% in May. AI Overviews and Circle to Search are boosting engagement, with AI Overviews used by 1.5B monthly. Google Search revenues are expected to witness a CAGR of 11% from 2024 through 2027. Alphabet (GOOGL Quick QuoteGOOGL – Free Report) has been dominating the search engine market for a long time, similar to what Microsoft (MSFT Quick QuoteMSFT – Free Report) enjoyed with Windows. However, GOOGL seems to have been losing some of its mojo in the search market due to growing usage of Generative AI applications, including Perplexity and…