New research from Twilio’s 2026 Customer Insights Series indicates that consumers are experiencing growing frustration with AI amnesia”, instances where artificial intelligence fails to retain prior context or interaction history, requiring users to repeatedly explain themselves. The research reveals a worrying contradiction. The vast majority of Australian brands surveyed (85%) believe their AI effectively recognises ...

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 ...