You Won't Be Able to Offload Your Holiday Shopping to AI Agents Anytime Soon Chatbot developers and retail giants are battling over user data as they lay the foundation for a future in which AI agents can do all your online shopping for you. Ask OpenAI's ChatGPT about a product on Etsy, and chances are you can enter your payment details and buy it without ever leaving the app. Instant Checkout was one of the first features to emerge from a recent wave of partnerships between leading AI and ecommerce companies. The aim is to encourage people to hand off parts of the browsing and ordering experience to AI tools and usher in an era of agentic shopping. But while these so-called agents have started to become more commonplace, they are far from taking over as full-time virtual buyers. OpenAI, Google, Amazon, and other AI chatbot developers are still negotiating with major retail partners on the best way to limit costly mistakes by agents and the amount of product data and chat history that have to be exchanged to make these agents successful, according to executives at seven tech and ecommerce companies who spoke with WIRED.

Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfaction (CSAT). A key driver is the cognitive load on agents, who must navigate fragmented systems, troubleshoot manually, and frequently place customers on hold. Existing AI-powered agent-assist tools are often reactive driven by static rules, simple prompting, or retrieval-augmented generation (RAG) without deeper contextual reasoning. We introduce Agentic AI goal-driven, autonomous, tool-using systems that proactively support agents in real time. Unlike conventional approaches, Agentic AI identifies customer intent, triggers modular workflows, maintains evolving context, and adapts dynamically to conversation state. This paper presents a case study of Minerva CQ, a real-time Agent Assist product deployed in voice-based customer support. Minerva CQ integrates real-time transcription, intent and sentiment detection, entity recognition, contextual retrieval, dynamic customer profiling, and partial conversational summaries enabling proactive workflows and continuous context-building. Deployed in live production, Minerva CQ acts as an AI co-pilot, delivering measurable improvements in agent efficiency and customer experience across multiple deployments.

AI agents thrive when trust is designed in from the start, says vice president of product management at NICE, Neeraj Verma. Automation has become a defining force in the customer experience. Between the chatbots that answer our questions and the recommendation systems that shape our choices, AI-driven tools are now embedded in nearly every interaction. But the latest wave of so-called "agentic AI"--systems that can plan, act, and adapt toward a defined goal--promises to push automation even further. Every single person that I've spoken to has at least spoken to some sort of GenAI bot on their phones. They expect experiences to be not scripted.

For many, the "last mile" of the end-to-end customer journey can present a challenge. Services at this stage often involve much more complex interactions than the usual app or self-service portal can handle. This could be dealing with a challenging health diagnosis, addressing late mortgage payments, applying for government benefits, or understanding the lifestyle you can afford in retirement. "When we get into these more complex service needs, there's a real bias toward human interaction," says Neufeld. "We want to speak to someone, we want to understand whether we're making a good decision, or we might want alternative views and perspectives." But these high-cost, high-touch interactions can be less than satisfying for customers when handled through a call center if, for example, technical systems are outdated or data sources are disconnected.

Popular promotions include discounts, bundled offers, free services, etc. By offering these promotions, companies aim to increase revenue and customer base, while also improving customer experience. However, such promotions usually incur a cost and can become unsustainable without any guardrails in place. A popular approach is to target customers with high or low propensity for desired behavior. For example, a retail company is likely to target customers who are at risk of leaving if they want to retain its customers by offering certain incentives. However, previous studies show that this strategy is ineffective and could be detrimental towards the company objectives [2, 6, 7]. Moreover, additional analysis needs to be done for the choice of propensity score threshold for targeting (e.g., target anyone whose propensity to leave is higher than 0.8), because the wrong threshold may lead to sub-optimal outcomes [2]. Each customer responds differently to the same promotion.

Yet realizing measurable business value from AI-powered applications requires a new game plan. Rather, the time is now for organizations to modernize their infrastructure, processes, and application architectures using cloud native technologies to stay competitive. Today's organizations exist in an era of geopolitical shifts, growing competition, supply chain disruptions, and evolving consumer preferences. AI applications can help by supporting innovation, but only if they have the flexibility to scale when needed. Fortunately, by modernizing applications, organizations can achieve the agile development, scalability, and fast compute performance needed to support rapid innovation and accelerate the delivery of AI applications. David Harmon, director of software development for AMD says companies, "really want to make sure that they can migrate their current [environment] and take advantage of all the hardware changes as much as possible."

Interactive Voice Response (IVR) systems have undergone significant transformation in recent years, moving from traditional code-based development to more user-friendly approaches leveraging widgets and, most recently, harnessing the power of Artificial Intelligence (AI) for automated IVR flow creation. This paper explores the evolution of IVR building techniques, highlighting the industry's revolution and shaping the future of IVR systems. The authors delve into the historical context, current trends, and future prospects of IVR development, elucidating the impact of AI on simplifying IVR creation processes and enhancing customer experiences.

With rapid transformation of technologies, the fusion of Artificial Intelligence (AI) and Machine Learning (ML) in finance is disrupting the entire ecosystem and operations which were followed for decades. The current landscape is where decisions are increasingly data-driven by financial institutions with an appetite for automation while mitigating risks. The segments of financial institutions which are getting heavily influenced are retail banking, wealth management, corporate banking & payment ecosystem. The solution ranges from onboarding the customers all the way fraud detection & prevention to enhancing the customer services. Financial Institutes are leap frogging with integration of Artificial Intelligence and Machine Learning in mainstream applications and enhancing operational efficiency through advanced predictive analytics, extending personalized customer experiences, and automation to minimize risk with fraud detection techniques. However, with Adoption of AI & ML, it is imperative that the financial institute also needs to address ethical and regulatory challenges, by putting in place robust governance frameworks and responsible AI practices.

In this paper, we introduce a novel system designed to enhance customer service in the financial and retail sectors through a context-aware 3D virtual agent, utilizing Mixed Reality (MR) and Vision Language Models (VLMs). Our approach focuses on enabling data-driven and empathetic interactions that ensure customer satisfaction by introducing situational awareness of the physical location, personalized interactions based on customer profiles, and rigorous privacy and security standards. We discuss our design considerations critical for deployment in real-world customer service environments, addressing challenges in user data management and sensitive information handling. We also outline the system architecture and key features unique to banking and retail environments. Our work demonstrates the potential of integrating MR and VLMs in service industries, offering practical insights in customer service delivery while maintaining high standards of security and personalization.

Over the past few years, the concept of "AI PCs" has gone from sounding like a desperate attempt to revive the computer industry, to something that could actually change the way we live with our PCs. To recap, an AI PC is any system running a CPU that's equipped with a neural processing unit (NPU), which is specially designed for AI workloads. NPUs have been around for years in mobile hardware, but AMD was the first company to bring them to x86 PCs with the Ryzen Pro 7040 chips. Now with its Ryzen AI 300 chips, AMD is making its biggest push yet for AI PCs -- something that could pay off in the future as we see more AI-driven features like Microsoft's Recall. To get a better sense of how AMD is approaching the AI PC era, I chatted with Ryzen AI lead Rakesh Anigundi, the Ryzen AI product lead and Jason Banta, CVP and GM of Client OEM.