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Key Facts

Use CasesAI Chatbots, Ticket Routing, Sentiment Analysis

AI AdoptionAdvanced

Key PlayersZendesk, Intercom, Salesforce

Top News

Zendesk acquires Forethought AI in largest deal in two decades to dominate agentic service era

Zendesk is acquiring Forethought, the 2018 TechCrunch Battlefield winner that pioneered AI customer service years before ChatGPT existed. The deal, Zendesk's largest in 20 years, brings self-improving AI agents that handle over a billion monthly customer interactions. Zendesk projects 2026 as the year AI agents will surpass human service, accelerating its product roadmap by over a year.

Technology4 sources

Zendesk acquires Forethought AI in largest deal in two decades to dominate agentic service era

Technology4 sources

California colleges spend millions on faulty AI systems that frustrate students

California community colleges are investing millions in AI chatbots to help students navigate admissions and financial aid, but the systems consistently fail to deliver accurate answers. East Los Angeles College's bot couldn't even name its own president correctly. With contracts totaling $3.8 million through 2029, students report abandoning these unreliable chatbots for Reddit and Google instead.

Technology2 sources

California colleges spend millions on faulty AI systems that frustrate students

Technology2 sources

AWS launches Amazon Connect Health AI agent platform to automate healthcare administrative tasks

AWS unveiled Amazon Connect Health, an AI agent platform designed to help healthcare organizations automate repetitive administrative work like appointment scheduling, documentation, and patient verification. The HIPAA-eligible platform costs $99 per month per user and integrates with electronic health record systems, marking AWS's first major AI agent product for the $5 trillion U.S. healthcare industry.

Technology8 sources

AWS launches Amazon Connect Health AI agent platform to automate healthcare administrative tasks

Technology8 sources

Woolworths AI chatbot Olive rambled about its mother, exposing deeper problems with tech rollout

Australian supermarket giant Woolworths was forced to reconfigure its AI assistant Olive after customers reported it claimed to have a mother and engaged in awkward fake banter. The incident revealed pricing errors and raised questions about corporate responsibility when deploying AI customer service tools without adequate oversight.

Technology5 sources

Woolworths AI chatbot Olive rambled about its mother, exposing deeper problems with tech rollout

Technology5 sources

ServiceNow Autonomous Workforce launches with AI specialists handling 90%+ of IT requests autonomously

ServiceNow has launched its Autonomous Workforce platform featuring AI specialists that execute end-to-end enterprise work, not just assist with tasks. The company's own deployment shows the Level 1 Service Desk AI Specialist resolving cases 99% faster than human agents. Alongside this, ServiceNow EmployeeWorks integrates Moveworks' conversational AI to turn natural language requests into governed execution for nearly 200 million employees.

Technology4 sources

ServiceNow Autonomous Workforce launches with AI specialists handling 90%+ of IT requests autonomously

Technology4 sources

Santander targets €1 billion annual boost from AI investments as it expands customer base to 210M

Santander unveils ambitious plans to generate over €1 billion in business value annually from artificial intelligence and data initiatives by 2028. The Spanish banking group aims to grow its customer base from 180 million to 210 million while implementing mandatory AI training for all employees and scaling AI copilots that already support 40% of contact center interactions.

Business2 sources

Santander targets €1 billion annual boost from AI investments as it expands customer base to 210M

Business2 sources

WiseTech Global cuts 2,000 jobs as AI ends manual coding era in logistics software

Australian logistics software firm WiseTech Global announced it will eliminate 2,000 jobs over two years as part of an AI-driven restructuring. CEO Zubin Appoo declared the era of manual coding over, citing automation and efficiency gains. The cuts affect 29% of the global workforce, prompting union demands for urgent consultation.

Business8 sources

WiseTech Global cuts 2,000 jobs as AI ends manual coding era in logistics software

Business8 sources

Jamie Dimon says AI is already displacing JPMorgan workers as bank plans massive redeployment

JPMorgan Chase CEO Jamie Dimon revealed that AI has already displaced workers at the bank, prompting massive internal redeployment plans. With a nearly $20 billion annual tech budget and 150,000 employees using AI weekly, the bank provides an early glimpse into how automation is reshaping the workforce. Dimon urges society to prepare now for broader AI job displacement before disruption unfolds.

Business5 sources

Jamie Dimon says AI is already displacing JPMorgan workers as bank plans massive redeployment

Business5 sources

Google Gemini users report months of chat histories have vanished in widespread bug

Google Gemini users are reporting that months of conversations with the AI chatbot have disappeared from both mobile and desktop platforms. The issue, which Google attributes to a bug that temporarily hid chat history, has sparked frustration among paid subscribers who rely on the service for work. While Google promises a fix, some users report their data reappearing only to vanish again.

Technology2 sources

Google Gemini users report months of chat histories have vanished in widespread bug

Technology2 sources

Intel scales back phone support, launches AI-powered assistant built on Microsoft Copilot Studio

Intel has launched Ask Intel, an AI customer support system built on Microsoft Copilot Studio, marking a major shift in how the semiconductor giant handles customer service. The move comes as Intel removes public phone support numbers in most countries and consolidates engagement around web-based systems, raising questions about accuracy and the future of human support agents.

Technology4 sources

Intel scales back phone support, launches AI-powered assistant built on Microsoft Copilot Studio

Technology4 sources

OpenAI partners with MakeMyTrip and Ixigo to transform India's travel sector with AI integration

MakeMyTrip and Ixigo have both announced partnerships with OpenAI to deploy advanced AI capabilities across their travel platforms. MakeMyTrip's Myra assistant now handles over 50,000 conversations daily across multiple languages, with 45% of queries from Tier-2 cities. The collaborations mark a significant shift toward AI-led discovery in India's travel sector.

Technology3 sources

OpenAI partners with MakeMyTrip and Ixigo to transform India's travel sector with AI integration

Technology3 sources

Mihup and Qualcomm Partner to Deliver On-Device Voice AI for BFSI Sector

Indian Voice AI company Mihup has partnered with Qualcomm Technologies to develop multilingual, on-device Voice AI solutions for the Banking, Financial Services, and Insurance sector. The collaboration promises an 80% cost reduction while delivering low-latency, secure customer interactions that run directly on devices, addressing critical challenges in cloud-only deployments around data privacy and bandwidth constraints.

Technology2 sources

Mihup and Qualcomm Partner to Deliver On-Device Voice AI for BFSI Sector

Technology2 sources

Airbnb tests AI search with natural language queries to transform trip booking experience

Airbnb is testing an AI-powered search tool that lets users describe rental needs conversationally. CEO Brian Chesky announced plans for an AI-native experience to help guests book trips and hosts manage listings. The company's AI customer support bot already handles a third of tickets without human intervention.

Technology4 sources

Airbnb tests AI search with natural language queries to transform trip booking experience

Technology4 sources

IBM will triple entry-level hiring in 2026 for jobs 'we're being told AI can do'

IBM is tripling entry-level hiring in the U.S. in 2026, bucking industry trends of AI-driven layoffs. The company is redefining these roles to focus on human judgment and customer interaction rather than tasks AI can automate. This strategy aims to build a talent pipeline for future leadership while leveraging younger workers' AI fluency.

Business12 sources

IBM will triple entry-level hiring in 2026 for jobs 'we're being told AI can do'

Business12 sources

Freshworks revenue forecast beats estimates as AI adoption accelerates despite profit concerns

Freshworks projected annual revenue above Wall Street estimates, driven by strong AI-driven software demand for customer support and IT services. However, the company's profit forecast fell short of expectations due to higher tax rates and strategic reinvestment. CEO Dennis Woodside defended against AI disruption concerns, citing competitive gains against ServiceNow and growing adoption of Freddy AI across 8,000 paying customers.

Business4 sources

Freshworks revenue forecast beats estimates as AI adoption accelerates despite profit concerns

Business4 sources

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