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Druid AI report finds sector gaps in live agent use
Digital Transformation

Druid AI report finds sector gaps in live agent use

Live AI agents are most often used in narrow front-line tasks, with sector differences exposing gaps in off-hours cover and handovers to staff.

By Sofiah Nichole Salivio • 4 min read • Last week
Druid AI report finds AI agent use concentrated in key tasks
Digital Transformation

Druid AI report finds AI agent use concentrated in key tasks

Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.

By Sofiah Nichole Salivio • 3 min read • Last week
Google unveils AI search & agent tools at I/O 2026
Personalisation

Google unveils AI search & agent tools at I/O 2026

Search now blends text, images and files as Google rolls out a single AI experience and background agents to over 1 billion users.

By Mark Tarre • 5 min read • Last week
Riverbed unveils Zero Disruption AI observability tools
Software-as-a-Service

Riverbed unveils Zero Disruption AI observability tools

The new features aim to help IT teams spot and fix digital workplace glitches before employees are affected, as AI use grows.

By Sean Mitchell • 5 min read • Last week
AI to wipe out 49% of customer service jobs by 2030
Data Analytics

AI to wipe out 49% of customer service jobs by 2030

Routine call-handling jobs face the sharpest risk as AI agents take over most customer queries, forcing firms to retrain staff quickly by 2030.

By Sean Mitchell • 3 min read • Last week
Zyxel launches the GenAI protection for SMBs and MSPs
Firewalls

Zyxel launches the GenAI protection for SMBs and MSPs

New controls will help SMBs and MSPs curb shadow AI use and limit data leaks as staff adopt chatbots without clear rules.

By Sofiah Nichole Salivio • 4 min read • Last week
Zendesk launches AI-driven autonomous service workforce
Digital Transformation

Zendesk launches AI-driven autonomous service workforce

Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Redis launches Iris platform to fix AI agent context
AIOps

Redis launches Iris platform to fix AI agent context

Production AI agents often fail on stale or fragmented data, and Redis is betting its new Iris platform can fix that runtime gap.

By Sofiah Nichole Salivio • 4 min read • Last week
Dust raises USD $40 million for workplace AI platform
Data Analytics

Dust raises USD $40 million for workplace AI platform

The funding highlights growing demand for AI systems that plug into shared company workflows, with Dust already used by 3,000 organisations.

By Sofiah Nichole Salivio • 4 min read • Last week
Author-it launches AION JSON format for enterprise AI
Document Management

Author-it launches AION JSON format for enterprise AI

The no-cost addition aims to help companies feed governed content into chatbots and AI agents without losing provenance or context.

By Mark Tarre • 3 min read • This month
Sinch survey finds 74% of firms rolled back AI agents
Digital Transformation

Sinch survey finds 74% of firms rolled back AI agents

Governance and safety costs are now overtaking development as many firms struggle to keep live customer-facing AI agents reliable and compliant.

By Sean Mitchell • 4 min read • This month
Infobip study finds CX investment gap in global brands
Data Protection

Infobip study finds CX investment gap in global brands

Many global brands are failing to match CX spending with the systems needed for AI-led customer journeys, according to new research.

By Sean Mitchell • 4 min read • This month
Quiq launches Voice AI & rebrand for customer service
Software-as-a-Service

Quiq launches Voice AI & rebrand for customer service

Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.

By Sofiah Nichole Salivio • 4 min read • This month
Crescendo appoints Will Newman as Vice President, EMEA
Customer Experience

Crescendo appoints Will Newman as Vice President, EMEA

The hire signals a fresh push to win corporate spending on AI customer service tools as Crescendo scales across Europe, the Middle East and Africa.

By Sofiah Nichole Salivio • 3 min read • This month
Babeltext launches AI creator marketplace Chat2Me.AI
Digital Transformation

Babeltext launches AI creator marketplace Chat2Me.AI

The Sydney company is betting creators can monetise audience demand with paid AI personas across WhatsApp, SMS and web chat.

By Sofiah Nichole Salivio • 4 min read • This month

Stories from Other Regions

Chatbots stories

UK consumers screen calls amid contact centre trust gap
Data Protection

UK consumers screen calls amid contact centre trust gap

Many legitimate calls are being ignored as scam fears and opaque AI use erode trust in contact centres across the UK.

By Joseph Gabriel Lagonsin • 4 min read • Last week
CommBank appoints first Chief AI Scientist in Australia
Robotics

CommBank appoints first Chief AI Scientist in Australia

The appointment underscores the lender's push to scale responsible AI as banks race to recruit academic talent and manage security and governance risks.

By Sean Mitchell • 4 min read • Last week
UK shoppers prefer humans to AI for complex retail issues
Digital Transformation

UK shoppers prefer humans to AI for complex retail issues

Trust still trumps speed for refunds and complaints, with 90% of UK shoppers preferring human help on complex retail issues.

By Sofiah Nichole Salivio • 4 min read • This month