Medallia, the customer and employee experience platform, has launched four new AI tools. These include Ask Athena, a chatbot trained on an organization’s experience and other data, and Intelligent Summaries, producing AI-generated briefs on interactions, customer profiles and issue resolution. Medallia has also established an internal AI Moderation Council to support ethical, responsible, and inclusive use of AI.

Skai, the omnichannel marketing platform (formerly Kenshoo) reports that 77% of marketers surveyed for their “State of Retail Media” report saw good to excellent results from retail media. Only 3% saw poor results and none said results were terrible. Interestingly, the report found brands and agencies misaligned, with brands seeking online/offline retail opportunities while agencies manage retail media like just another channel.

Here’s a new buzzword for your Bingo card: “agentic AI”, which describes systems that act by themselves rather than in response to a prompt.  Salesforce was all over the concept last week, announcing its Agentforce collection.  According to the company, it replaces the “now-outdated copilots and chatbots” with agents “operating autonomously, retrieving the right data on demand, building action plans for any task, and executing these plans without requiring human intervention.”