Genesys vs PolyAI

Genesys Recognized as a Leader in the 2026 IDC MarketScape for Worldwide Conversational Intelligence and Analytics

Genesys announced recognition as a Leader in the 2026 IDC MarketScape for Worldwide Conversational Intelligence and Analytics, along with new customer stories and blog posts on conversational intelligence and CX platform growth in Latin America.

Bidgely launches agentic AI CX suite for energy providers

Bidgely, a provider of AI-powered energy intelligence, has launched Agentic CX, which it claims is the energy industry's first agentic AI customer experience suite. The suite uses five specialized UtilityAI agents trained on over a decade of behind-the-meter data to provide appliance-level insights to utilities. It integrates with existing CCaaS and enterprise AI platforms, offering chat, IVR, and CSR co-pilot channels. The agents address high-bill calls, home energy audits, solar and EV impacts, and rate plan optimization. Bidgely reports significant client results, including a 50% reduction in high-bill calls and a 15% reduction in CSR churn. The launch aims to help utilities manage rising operational pressures and regulatory mandates.

• Bidgely launched Agentic CX, an agentic AI customer experience suite for energy providers.
• The suite includes five UtilityAI agents: High Bill Analyzer, Home Energy Audit, What-If Solar, What-If EV, and Best Rate.
• Agentic CX integrates with CCaaS platforms like NICE, Genesys, AWS Connect, and Poly.ai.

Genesys Announces Strong Second Quarter Fiscal Year 2027 Momentum and Accelerates Agentic Orchestration at Enterprise Scale

Genesys reports strong Q2 FY2027 momentum, launches new innovations advancing Genesys Cloud as the agentic orchestration platform, enhances agentic virtual agent, and expands ecosystem for trusted enterprise agentic experience orchestration.

AI is changing customer service jobs, for better or worse

Artificial intelligence is transforming customer service roles, with AI tools handling routine tasks and administrative work, allowing human agents to focus on complex cases. However, employees report increased workloads and new challenges as AI errors create extra work. Companies like Virgin Media O2 and ArvatoConnect are adopting AI agents, with ArvatoConnect aiming for 70% of interactions handled by technology. Experts warn of work intensification and potential burnout as agents handle tougher cases, while metrics shift toward customer outcomes rather than speed. The article highlights the mixed impact on employees, with some seeing benefits and others feeling overworked.

• AI tools are taking over routine customer-service tasks, allowing humans to handle complex cases.
• Virgin Media O2 launched an AI voice agent in September 2026.
• ArvatoConnect aims for 70% of interactions to be handled by technology.

Voice AI Leaders Say Tech Hasn't Had Its ChatGPT Moment Yet

At the HumanX conference, executives from PolyAI and Otter discussed the current state and future of voice AI. PolyAI's CTO Shawn Wen believes that while full-duplex models have been achieved, voice AI still lacks a 'ChatGPT moment' due to the need for faster reasoning and more natural conversations. Otter's CMO Alex Gay emphasized the importance of speaker identification and accurate transcription as foundational for automation, and highlighted work on digital twins with emotive voices. Both executives stressed the need for transparency, ensuring users know when they are interacting with AI. They identified challenges such as ASR accuracy and language understanding, which are critical for building trust and effective downstream actions.

• PolyAI CTO Shawn Wen stated voice AI hasn't reached its 'ChatGPT moment' despite full-duplex models.
• Otter CMO Alex Gay emphasized speaker identification and accurate transcription as critical for automation.
• Otter is developing digital twins that can represent people in meetings and require emotive voice output.

Dialog-RSN-1 is now on AWS SageMaker

PolyAI announces that Dialog-RSN-1 is now available on AWS SageMaker, enabling deployment of their voice AI model on the AWS platform.