No Jitter

Real-time AI coaching is turning customer interactions into a continuous stream of performance data. Systems can analyze wording, tone, sentiment and adherence to scripts as a conversation unfolds, then prompt an employee or alert a supervisor. That speed can make assistance more useful, but it can also erase the distance between coaching and constant evaluation.

Salesforce in Claude leverages Anthropic’s models to help knowledge workers more easily unlock insights from business data. No Jitter Brief: Salesforce reported fiscal Q2 2027 total revenue of $11.3 billion, up 11% year over year. Subscription and support revenue was $10.8 billion, up 12% year over year. This includes a $440 million contribution from Informatica which Salesforce acquired for $8 billion in 2025.

AI ROI is expected to continue to grow, but budgeting remains a challenge. No Jitter Brief: Sixty-nine percent of 1,400 IT leaders in a recent Alteryx report on the state of IT ROI said their organization has had moderate or significant ROI from AI. However, 27% still said they only see the early signs of ROI. Within the next two years, 93% are confident that agentic AI will deliver measurable ROI.

There’s a shift happening in CX and contact centers. AI agents were already in use in many of these workplaces, taking care of tasks like automating interactions and summarizing conversations. But increasingly, AI is also being used to evaluate the people who are working in these centers by completing tasks like identifying coaching opportunities, scoring conversations and recommending when a manager should intervene in conversations. In short, AI is now evaluating employees.

Zoom’s growth across various contact center and digital labor products validates its ‘AI-first system of action vision,’ CEO Yuan said. No Jitter Brief: Zoom's total revenue for fiscal Q2 2027 was $1.28 billion, up 4.9% year over year, the company reported on Tuesday. Enterprise revenue was $787.5 million, up 7.8% year over year, and Online revenue was $489.7 million, up 0.6% year over year.

Semantic search sifts through unstructured data to find information based on context and intent rather than keywords. No Jitter Brief: Open data movement platform provider Airbyte has announced semantic search enhancements to its Airbyte Agents Platform. Semantic search allows users to retrieve enterprise data and information without needing to use specific keywords. The semantic search features use Airbyte's Context Store index to search for information based on context and intent.

Organizations want to roll out agentic AI, but their systems were never made to handle them. No Jitter Brief: Two-thirds of organizations say legacy systems are the main reason they have problems scaling AI, according to the most recent Google Cloud/MIT report. Another 68% also said that legacy systems prevent agents from making fast decisions. About half of the respondents in the report say legacy systems have a negative impact on ROI.

Most companies have deployed AI for various CX-centric use cases, but real gains may prove elusive without properly tagged data. No Jitter Brief: One in four customer interactions are affected by repeated explanations, manual escalations, incomplete context and resolution delays, per a Talkdesk CX survey released on Tuesday. The key culprits include disjointed knowledge management systems with incomplete data.

Avaya hired Jeff Clarke as its new CEO in early August. He will replace Patrick Dennis, who will transition from his tenure as CEO to Executive Chair. This is Avaya’s third CEO transition in four years, and it occurs as enterprises move from on-premises contact centers to the cloud and from the pilot phase to live implementations of generative and agentic AI-powered solutions.

How technology and CX leaders can coordinate systems to address application fragmentation. IT and CX leaders are no strangers to technology projects aimed at streamlining operations and enhancing efficiency. Today, that means many are familiarizing themselves with the idea of AI orchestration — what it is, how to implement and how their organizations might benefit. Conceptually, AI orchestration shouldn’t be too difficult to understand, in that “orchestration” essentially says it all.