No Jitter

Metrigy's Q2 AI Sentiment index shows fewer extreme attitudes toward AI's impact on employment and the economy — though some misgivings about how companies use AI remain. No Jitter Brief: AI sentiment shifted up slightly this year, according to Metrigy's Q2 AI sentiment and Index. The inaugural baseline was set at 100, as reported for Q1 2026.

Users will now be able to access data from Salesforce and its partners' tools through Slackbot. No Jitter Brief: Salesforce announced expansions to Headless 360, an architectural framework that lets AI agents interact with platforms without logging into a browser, allowing customers to access business data directly from Slack. This connects Salesforce CRM data, Tableau, Data 360 and AI agents with Slackbot via MCP servers.

The Gartner Magic Quadrant (MQ) for Conversational AI Platforms has been published. Like clockwork, as soon as it hits the wire, the market stops to see where the dots landed. Conversational AI has come a long way since the IVR of the 1980s. The rigid menus are gone, and instead of pressing 1 or another digit, we can just naturally converse with a machine via voice or text across one or more channels.

Real time agent assistance and summarization are among the top use cases for AI in the contact center. AI-powered solutions are gaining ground in contact centers, as the following stats suggest. Aside from self-service implementations, AI assistance to the human agent during the call, as well as during the note-taking phase once the call is completed, are the most common use cases currently.

Most organizations aren’t able to realize the full potential of their AI models because their data infrastructure is lacking, says Teradata/Wakefield. No Jitter Brief: 77% of data leaders said that 20% or less of their data is contextualized, according to a Teradata/Wakefield report. Because of this, agentic AI is operationalized. 40% of organizations have developing agentic AI maturity, meaning they have solid AI models, but lack context and unification for data.

Customer service leaders evaluating AI platforms are placing greater weight on how vendors help customers deploy, govern, measure and continuously improve AI in production. Forrester’s CX Forum West 2026 brought together customer experience and customer service leaders, software vendors, enterprise practitioners and analysts in San Francisco to examine how AI is reshaping customer engagement. The event reflected a market increasingly focused on what happens after AI reaches production.

Though originally applied to automotive manufacturing, Henry Ford once said, “Failure is simply the opportunity to begin again, this time more intelligently.” Such wisdom applies to today’s AI-powered pilots, which, because of the intelligence of AI itself, tend to fail fast, improve and then progress to production quickly.

on the other side of the line sit in front of a laptop or a desktop PC and answer the call inside their web browser. That second leg of the call to the agent was done over WebRTC. Say a customer had a bad call experience. He wasn't heard or the call was choppy. Would he stick around? If an agent has a bad experience - either in a specific call, a full day or as an ongoing issue - would he report it? There is no error for these types of things. No log line anywhere.

On June 30, Genesys announced it had acquired Pinkfish, a two-year-old startup focused on agentic orchestration of workflows and AI-driven enterprise integrations. Financial terms of the transaction were not disclosed. The purchase brings Pinkfish’s extensive integration library - which includes over five hundred integrations supporting 25,000 Model Context Protocol (MCP) tools across CRM, ERP, billing, and IT systems - into the Genesys Cloud ecosystem.

The data analytics platform adds new tools for data quality and standardization. No Jitter Brief: Qlik announced the general availability of its agentic data engineering capabilities for Qlik Cloud. The capabilities are the latest in a string of offerings centered around data pipeline maintenance, standardization and use. The capabilities focus on data quality, governance, cataloguing and maintenance, including expanded MCP data tools.