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News
Approved applications can also fall prey to shadow AI perils
3+ day, 19+ hour ago (579+ words) While approving specific AI applications can mitigate the shadow AI’s spread, it won’t reveal everything that happens to enterprise data in an AI workflow. As AI becomes integrated into a wider range of workplaces, companies are increasingly aware of the…...
Forrester model assesses impact on tech and service categories
4+ day, 19+ hour ago (368+ words) As demand for data, orchestration, governance and trust capabilities increase, so will opportunities for industries to evolve. But some sectors will shrink in the wake of AI-generated outcomes. Forrester released its AI Disruption Model, which evaluates how AI will impact…...
Managers’ busywork increases with AI use
4+ day, 20+ hour ago (276+ words) With nearly 17 hours spent coordinating among their teams, most managers reported less-than-stellar results from using AI assistants Managers spend about 16.5 hours per week coordinating the “work of work” across their teams, a recent In Parallel report found. Of that meeting…...
Confluence POINT provides AI automation alongside existing tools
5+ day, 18+ hour ago (336+ words) POINT includes validation for unstructured data — a type of data typically not governed or visible — and insight into AI tool actions. Analytics solution provider Confluence has launched POINT, an AI-enabled automation that works alongside Confluence solutions to reduce manual effort…...
AI training ‘most planned’ investment over next year
5+ day, 20+ hour ago (207+ words) With agentic AI rollouts and trials more common, companies plan to invest in employee training, Liferay survey finds. Nearly 30 percent of companies are running AI agents in production while another 26% are actively piloting or testing agentic systems, a recent Liferay…...
4 ways contact centers are changing in 2026
6+ day, 19+ hour ago (147+ words) As agentic AI moves from pilot projects to deployment in CX workflows, the effects are visible for both customer service agents and customers. Matt Vartabedian | January 8, 2026 Agentic AI moves past the capabilities of generative AI assistants to summarize, find possible…...
Measure AI by the team, not the task
1+ week, 1+ day ago (1029+ words) Organizations need new ways to determine whether AI tools improve team performance and leadership effectiveness or merely accelerate administrative work. The easiest way to demonstrate an AI productivity gain is to count how many emails, reports, summaries or tickets an…...
Majority of organizations to expand agentic AI usage
1+ week, 3+ day ago (402+ words) Contact centers and IT departments have been at the forefront of agentic AI-powered workflows, and now agentic AI use is being scaled to other business operations in the organization. 69% of companies plan to implement agentic AI usage widely across their…...
6 examples of AI ownership issues in the workplace
1+ week, 3+ day ago (377+ words) As more enterprises incorporate agentic AI into collaborative task flows, the question persists: Who owns the decisions and outputs generated via AI? In the articles below, reporters Terri Coles and Nathan Eddy talked to technology decision-makers about the best practices…...
Regal integrates voice AI Agents with Five9
1+ week, 4+ day ago (300+ words) The integration addresses a pivotal pain point for customers — having to repeat themselves on a call — by conveying more context between AI and human agents. Enterprise voice AI agent provider Regal is now integrated with Five9, the company announced on Wednesday....