At Xperience 2025, Genesys announced the next evolution of its Genesys Cloud™ platform, unveiling advanced agentic AI agents designed to orchestrate customer and employee experiences across enterprises. Enhancements to Genesys Cloud Copilots and Virtual Agents introduce greater autonomy, contextual awareness, and built-in support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP), enabling organizations to scale responsible AI orchestration while maintaining enterprise governance.
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At Xperience 2025, Genesys unveiled major Genesys Cloud™ innovations designed to unify front- and back-office operations with AI-powered orchestration. The launch of Genesys Cloud Work Automation and Genesys Cloud Associate promises to transform how enterprises handle customer experience (CX) workflows by enabling AI agents to coordinate tasks across departments and partner with employees to drive efficiency and loyalty.
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At this year’s IFA in Berlin, NielsenIQ (NIQ) is making a pitch to brands and retailers: stop guessing why shoppers behave the way they do. The consumer intelligence firm has enhanced its GfKnewron® Consumer platform with AI-Powered Shopper Voice, an upgrade that turns raw shopper comments into structured insights for better decision-making.
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Wellness apps are a dime a dozen. Step counters, meditation trackers, nutrition planners—the app stores are littered with single-purpose tools that rarely stick. Ginkgo Active thinks it has a better idea: a unified platform that fuses physical training, mental wellness, and social connection into one evolving, AI-powered experience.
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Qualtrics, the company that created the experience management (XM) category, is bringing artificial intelligence deeper into healthcare with the help of Stanford Health Care. The two organizations have expanded their collaboration to develop AI agents that turn predictive insights into real-time, targeted actions—designed to free up clinicians from administrative tasks and preserve what matters most: the provider–patient relationship.
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In a move aimed squarely at bridging the gap between AI vision and execution, Cognigy, a global leader in AI-powered customer service automation, today announced a strategic partnership with TeKnowledge, a tech services provider specializing in artificial intelligence, customer experience (CX), and cybersecurity. The alliance is designed to help enterprises deploy personalized, autonomous AI Agents across both voice and digital channels—at scale and with speed.
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The research, featured in Info-Tech’s newly released “Implement AI for Customer Experience” blueprint, lands at a critical time: customers expect seamless, personalized service, while businesses struggle with rising service costs, fragmented journeys, and shrinking patience levels from users. Done right, AI can close that gap—and unlock major wins in operational efficiency, employee engagement, and customer loyalty.
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The rise of AI agents is no longer theoretical—enterprises are already deploying them at scale, and Zilliz Cloud is quietly becoming the infrastructure that makes it possible.
Zilliz, the company behind the open-source Milvus vector database, announced today that its managed platform, Zilliz Cloud, is enabling companies like Verbaflo.ai and Rexera to operationalize AI agents across thousands of workflows. The pitch? Near-instant retrieval, contextual understanding, and human-grade interaction—without the bloat of legacy chatbot systems.
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Cisco has released a landmark global report titled “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” outlining how agentic AI is set to become the new foundation for B2B technology support and services. Based on insights from nearly 8,000 business and technical decision-makers across 30 countries, the findings highlight a transformative shift—one where AI-powered agents play a dominant role in how companies engage with their tech vendors.
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