topic

contact centres

AI for customer-service workflows

Customer-service AI is splitting by control rights. Helpdesk and CCaaS incumbents keep gravity when they own records and channels; specialists win when a narrow workflow needs faster action, better voice execution, or auditable outcome economics.

AGENTSCustomer experienceGLOBAL

2026-06-16

AI customer-service workflow approval gates

Customer-service AI is moving from answer bots to workflow agents. The useful approval test asks whether the agent has approved action rights, can prove accepted resolution after repeat contacts and handoffs, and has a tested recovery path when the service path fails.

AGENTSCustomer experienceGLOBAL

2026-06-16