AI & Automation: Page 3

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    Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon

    “At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” Gartner’s Kathy Ross said.

    By • Sept. 12, 2025
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    Ethan Miller via Getty Images
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    Albertsons deploys Google Cloud’s AI-powered tool for product discovery

    The AI tool “moves beyond traditional search,” providing personalized interaction and intuitive guidance, Albertsons’ Jill Pavlovich said.

    By • Sept. 12, 2025
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    Trendline

    Top 5 stories from CX Dive

    The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

    By CX Dive staff
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    Atlassian lays off another 200 customer service, support staff

    The company came to the decision after its customer experience improvements to platform and tools reduced support needs, a spokesperson told CX Dive.

    By • Sept. 10, 2025
  • The Ask Ralph feature on a cell phone.
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    Courtesy of Ralph Lauren
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    Ralph Lauren rolls out AI-powered assistant to dole out fashion advice

    Ask Ralph can suggest products and offer advice based on prompts like “What should I wear to a concert?” and “How can I style my navy-blue men’s blazer?”

    By • Sept. 10, 2025
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    How to write an AI ethics policy for the workplace

    One expert emphasized flexibility, saying, “A static AI policy will be outdated before the ink dries.”

    By Caroline Colvin • Sept. 10, 2025
  • App icons for generative AI assistants OpenAI ChatGPT, Google Gemini, Anthropic Claude, DeepSeek, Meta AI and xAI Grok are pictured on a smartphone screen.
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    AI search and summaries distrusted by about half of consumers: Gartner

    It’s an opportunity for brands to “strengthen their reputation as trusted resources,” according to a company analyst.

    By Michael Brady • Sept. 8, 2025
  • The Amazon Lens Live feature on a mobile phone.
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    Courtesy of Amazon
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    Amazon integrates Lens visual search with its AI shopping assistant

    Lens Live lets customers browse a swipeable product carousel and add items to their cart within the camera view.

    By • Sept. 5, 2025
  • Entrance to a modern glass building with a large blue cloud-shaped sign that reads “salesforce.” The text “Welcome to Salesforce Tower” is displayed on the wall below the sign.
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    Alamy
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    Salesforce still sees a place for live customer service agents after massive cuts

    The company slashed about 4,000 customer service agents as its use of AI picked up, but CEO Marc Benioff still expects people and AI to work together.

    By • Sept. 4, 2025
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    Joe Raedle / Staff via Getty Images
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    Williams-Sonoma scales AI customer service assistant across portfolio

    The company is also launching an AI “culinary companion” that will help customers with product discovery and offer advice on topics like holiday entertaining.

    By • Sept. 2, 2025
  • The Citi building in Canada Square, Canary Wharf, London on June 4, 2025.
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    Citi rolls out a pair of AI-powered banking platforms

    The financial firm’s data, analytics and innovation team deployed two client-communication assistants for its wealth advisory division Monday.

    By Matt Ashare • Sept. 2, 2025
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    Joe Raedle/Staff via Getty Images
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    Consumers want AI guardrails, but few business leaders have policies in place

    More than one-quarter of CX leaders say their organization is ready to deploy agentic AI, despite having no governance policy in place, Genesys found.

    By Michael Brady • Sept. 2, 2025
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    Generational preferences are shaping attitudes toward customer service

    All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.

    By • Aug. 27, 2025
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    Brandon Bell via Getty Images
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    3 challenges CX leaders will face for the rest of 2025

    A trade war, rising prices and fresh AI developments are putting CX teams in the hot seat.

    By , • Aug. 27, 2025
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    C-suite, workers eschew AI policies at work

    Employees of all levels are increasing security risks by misusing AI tools and disregarding protocols, according to a CalypsoAI survey.

    By Lindsey Wilkinson • Aug. 26, 2025
  • Pedestrians pass by a Bank of America branch.
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    Spencer Platt via Getty Images
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    How Bank of America’s Erica raised the stakes for virtual assistants

    “A big area of focus for us was: How can we find that balance between the AI support and the human support that Bank of America is known for?” said Jorge Camargo, head of digital platforms.

    By • Aug. 25, 2025
  • A sign hangs near a Walmart store.
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    Joe Raedle / Staff via Getty Images
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    Walmart’s AI assistant will be ‘primary vehicle’ for shopping, CEO says

    The technology will power Sparky, the retailer’s customer-facing agent, while helping the retailer better understand and react to shopper needs, Doug McMillon said.

    By • Aug. 21, 2025
  • A worker checks out a customer at a Lowe's home improvement store.
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    Scott Olson / Staff via Getty Images
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    Lowe’s credits associate-facing app for customer satisfaction boost

    The Mylow Companion app is helping get new hires up to speed while enhancing the knowledge of experienced workers across departments, executives said.

    By • Aug. 21, 2025
  • A general view of atmosphere at The Moet Suite at the US Open on Sept. 3, 2011 in New York City.
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    Neilson Bardard via Getty Images
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    US Open serves AI add-ons for tennis matches

    With IBM, the United States Tennis Association is embedding the technology to improve the fan experience and boost productivity behind the scenes.

    By Lindsey Wilkinson • Aug. 19, 2025
  • A Saks Fifth Avenue sign in Chicago.
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    Kaarin Moore/CX Dive
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    Saks Fifth Avenue taps AI for customer inquiries

    The luxury retailer is building off of NLX and Amazon Web Services technology to aggregate data for customer service agents to make more informed decisions.

    By Xanayra Marin-Lopez • Aug. 18, 2025
  • A woman talks on a headset in front of a computer.
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    AI delivers the best customer support when it’s enhancing humans, study finds

    “AI is most effective when human agents can use it as a ‘sixth sense’ or as an ‘angel on the shoulder,’” Verizon Business’ Daniel Lawson said.

    By • Aug. 18, 2025
  • A man sits in front of a computer with a hand on his head.
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    Customers still don’t love AI in customer service

    While AI is making inroads in customer support, 82% of customers say they’d prefer human support even if wait times and time spent are the same, a HubSpot and SurveyMonkey report found.

    By • Aug. 15, 2025
  • A person holds multiple shopping bags and a coffee cup.
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    Over half of holiday shoppers plan to use AI to compare prices, search for products

    Consumers are shopping earlier and leveraging AI tools to find the best deals amid a holiday season expected to be clouded with economic uncertainty, per a new report.

    By Tatiana Walk-Morris • Aug. 14, 2025
  • People stand in front of kiosks by a McDonald's
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    Fast food brands fire up AI despite challenging backdrop

    McDonald’s, Chipotle and Yum Brands are embedding the technology into workflows to streamline processes and improve customer and employee experiences.

    By Lindsey Wilkinson • Aug. 14, 2025
  • A cardboard box, pair of sneakers, sweater, shirts and jeans.
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    Courtesy of Stitch Fix
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    Stitch Fix adds more AI experiences, but stylists aren’t forgotten

    The AI Style Assistant helps clients articulate their fashion needs, while the Stylist Connect experience lets users chat with stylists between orders.

    By • Aug. 11, 2025
  • Two people sit on a stage with an Airbnb logo as the backdrop.
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    Airbnb charts AI-first path as it expands customer service agent

    “I think you can’t do travel planning without AI going forward,” CEO Brian Chesky said.

    By • Aug. 8, 2025