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Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom, to unpack why the virtual agent category is long overdue for a rethink. As contact centers move beyond legacy voice bots into the agentic era, Tom explains what “orchestration-first” AI actually means in practice and why the […]
Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service
Meta has launched the Meta Business Agent for WhatsApp. The AI-powered assistant is designed to let businesses run end-to-end customer service operations around the clock, without the overhead of large support teams. The announcement came at Meta’s third annual Business Summit in Mumbai, with the company squarely targeting India’s fast-growing conversational
“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan
Last week, HubSpot updated its terms of service to allow enrichment data to be shared across customer accounts. The policy covered business contact details, employer information, and email deliverability signals. However, the most consequential aspect of the CRM giant’s move was the decision to set opt-out as the default setting, meaning customers were autom