Author: Advanced AI Editor

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 AI Receptionist launch. RingCentral releases generative AI phone agent to automate calls. Business process shift. Transforms front-office call handling into a revenue opportunity. Operational impact. Over 2,000 businesses, especially in healthcare, construction, HR, benefit from efficiency gains. RingCentral, Inc. announced the general availability of its AI Receptionist (AIR) on June 30. According to company officials, the AI-powered phone agent uses generative AI to automatically answer customer questions and transfer callers to appropriate destinations. The solution has already been adopted by more than 2,000 organizations across healthcare, construction, real estate, professional services and finance sectors. RingCentral positions the technology…

The Gist Conversational website AI. CommSite shifts static websites to AI-driven chat experiences. Customer expectation gap. Addresses high abandonment from poor search and static content. Impact for brands. Enables businesses to increase engagement and revenue through real-time, personalized interactions. CommBox announced the launch of CommSite on July 1. The platform transforms static websites into AI-driven conversational interfaces that respond to user queries in real time, according to company officials. Working with OpenAI, the system is designed to be trained on a company’s specific products, services and policies. According to CommBox, the platform can automate end-to-end tasks like appointment booking and…

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…