Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

More businesses are adopting agentic AI to aid knowledge workers, automate workflows and unlock unstructured data such as chats and meeting transcripts. However, while AI can be helpful, rushing ...

Many customer service inquiries are similar and highly structured: order status, order refund, billing inquiry, etc. Generative and agentic AI-powered solutions can answer those questions but can’t ...

When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work by helping agents summarize conversations, surface knowledge and draft responses, but the ...

There have been a lot of enterprise AI discussions have focused on content risks like hallucinations, biased outputs, inaccurate information, data leakage, and compliance concerns. But now, the new ...

Zoom has been positioning its AI Productivity Suite as part of its overall strategy to model AI-infused work as a "system of action," and the explanation for where AI Companion went helps solidify a ...

This specific partnership will bring Palantir Foundry’s ontology – a system for organizing business data so it can be read and understood by machines – governance and operational infrastructure into ...

Using AI agents to streamline processes and drive governance is an overarching theme among Gartner’s trends. Gartner says that decision governance will make agentic decisions more trusted and faster ...

Data streaming platforms capture, process and analyze data in real time instead of batch processing. Batch processing stores data to process large amounts at the same time, which can cause high ...

Generative AI is rapidly transforming the contact center industry, promising massive efficiencies and highly personalized customer experiences. However, a recent landmark legal ruling in Europe serves ...

Opaque agentic AI workflows have presented opportunities for security breaches and other bad actors. Recently, Bar Kaduri, principal researcher with Capsule Security found an AI agent vulnerability in ...