Zendesk has introduced Specialised AI Agents designed for industry and business-specific tasks. The technology integrates industry knowledge with an organisation’s existing systems, workflows, and data, aiming to automate up to 80% of workflows. The launch features two primary offerings: Industry Agents, pre-configured for common sector-specific tasks, and Custom Agents, which organisations build around internal processes ...

At Xperience last week, Genesys® introduced new capabilities to modernise how businesses serve consumers by maintaining context and coordinating their needs from the initial engagement through resolution. Genesys Cloud™ Navigator, Genesys Cloud™ Orchestrator, Contextual Intelligence and the AI Control Plane form an integrated agentic foundation that understands customer intent, keeps interactions connected and coordinates actions ...