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Stop Buying AI Hype and Better Prepare for True Agentic AI Investment

    Summary

    CRM and Contact Center as a Service (CCaaS) vendors are aggressively positioning their AI platforms as “agentic”, claiming systems that can autonomously reason, adapt, and act without being programmed for every scenario. While platforms have evolved from rigid rules-based systems to more flexible workflows, most still operate deterministically. As a result a discrepancy between marketing and technical reality is widening, creating a credibility problem in enterprise AI procurement. Agentic AI capability must be validated through clearer agentic AI definition, behavioral testing, and buyer-side skill development. This research note outlines what’s required to help buyers cut through the noise and hold vendors accountable for the value true agentic AI should be delivering.

    Key Take: Too many “AI-enabled” CCaaS and CRM applications are deterministic systems masquerading as autonomous agents. To avoid buyer regret, enterprises must be clear on what agentic AI means, use real-world edge-case testing, and improve internal skills to identify true agentic behaviors.

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    Create an Architecture of Trust with the Latest in AI-Related Data Security

      Summary

      Data security and privacy have long been essential in technology. Artificial Intelligence (AI) introduces new, often overlooked risks that require an understanding of new security concepts and a modern approach. Traditional security practices won’t address AI-specific challenges such as adversarial attacks, new data extraction techniques, and regulatory compliance under new laws like the EU AI Act. This research provides insight on the nuances of these issues buyers should be aware of and provides actionable strategies for AI solution providers to mitigate risks and maintain client trust.

      Key Take: AI introduces new security risks. Providers must demonstrate a clear understanding and evidence of how AI-specific security measures have been implemented to stay compliant and secure to maintain client trust.

      Read MoreCreate an Architecture of Trust with the Latest in AI-Related Data Security