Some shoppers are open to AI agents’ purchase recommendations (38%) and believe the agents speed up the shopping process (31%), but most (66%) don’t want AI making purchases for them even if the deals are better. This shows good sense given research that shows AI trying to fool human evaluators and jailbreak test environments. Of course, businesses will push ahead with AI regardless, suggesting this is a bad time to reduce government oversight.
Cloud-based customer service platform Zendesk has acquired Local Measure, an AWS partner and provider of AI-powered voice and Contact-Center-as-a-Service solutions. This will bring Zendesk into closer integration with Amazon Connect’s contact center capabilities. It will also enhance Zendesk’s ability to offer customers AI-powered voice engagement.
Tealium, the customer data management platform, is releasing AIStream, a new solution that enables data labeling and enrichment within the streaming pipeline. The aim is to ensure that AI models are trained on clean and enriched data and can also channel AI-powered insights back into the CX layer. Tealium has also released Consent 2.0, a data privacy management suite.
Preliminary findings by the European Commission state that Apple and Google are in violation of the EU’s Digital Markets Act. Among the findings, Google Search is accused of prioritizing Google’s own products and services in results; Apple is instructed to improve interoperability between iOS and third-party devices. The companies now have an opportunity to respond.