Observed Signal · May 29, 2026 · Product Launch · Source: https://martechseries.com/feed/ · Impact: 3/5 · Sentiment: Positive
Quant Announces Ava AI Agent with IBM for AI-First CX
Quant (Quant AI) demonstrated its AI agent “Ava” with IBM at the IBM Think Conference, presenting an AI-first contact centre vision and a live demo on May 6. Chetan Dube, CEO of Quant, and Yogendra (Yogi) Goyal, Global Managing Partner and Head of AI First Business Operations at IBM, outlined a collaboration to embed agentic AI into enterprise operating models. Quant and IBM showed an AI-powered contact centre solution—voice and digital chat—that can authenticate customers, process payments, send forms, escalate issues with context retention, and supports English and Spanish. The companies said the Ava deployment (with Fortitude Re) resolves 84% of calls, reduced average call handling time from 11m30s to 8m30s, and increased first-call resolution from 71% to 86%. The article was published May 29, 2026.
Shows a major vendor collaboration (Quant + IBM) deploying agentic conversational AI in enterprise contact centres with measurable operational improvements; relevant to CX and AI adoption but not a platform-wide policy or industry-shifting infrastructure change.
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Key Takeaways & Evidence Grounding
- Quant demonstrated AI agent Ava at the IBM Think Conference (live demo on May 6, 2026).
- Chetan Dube (CEO, Quant) and Yogendra (Yogi) Goyal (Global Managing Partner and Head of AI First Business Operations, IBM) presented together.
- Quant and IBM are collaborating to deliver an AI-powered contact centre solution used with Fortitude Re.
- The Ava agent supports English and Spanish and can authenticate customers, process payments, send forms, and escalate with context retained.
- Reported performance metrics: 84% of calls resolved by Ava; average call handling time reduced from 11m30s to 8m30s; first-call resolution increased from 71% to 86%.
Connected Companies & Entities
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Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Verint Launches Agent Factory for Hybrid AI Workforces
Verint announced Verint Agent Factory at Engage 2026, a new AI orchestration environment for customer experience (CX) automation that enables enterprises to build, configure and manage hybrid workforces composed of human and AI agents. The composable platform provides prebuilt and custom agent templates, centralized prompt management, access to multiple AI models including bring-your-own-model support, and integrated data connectivity and governance within the Verint CX Automation Platform. Verint positions Agent Factory to help organizations move from isolated AI experiments to production-ready, measurable CX workflows with human handoffs, faster deployment timelines and outcomes such as improved CSAT, reduced operational cost and stronger compliance.
Ada Unveils Game-Changing Unified Reasoning Engine for Customer Experience
Ada announced a patent-pending unified Reasoning Engine that provides a single intelligence layer to power its agentic customer experience (ACX) agents across channels and modalities. The engine centralizes knowledge, policies and brand standards so a single instruction can be deployed across voice, messaging, social and email, and it introduces a patent-pending dual-reasoning architecture to deliver immediate empathetic responses while handling complex, multi-step tasks in the background. The release extends new automation capabilities to voice—including Playbooks and Coaching—and is positioned to reduce handling time, lower cost-per-contact and increase automated resolution rates for enterprises deploying AI agents at scale. Company executives from Ada and a customer (Branch) are quoted describing operational and customer-experience benefits.
Marchex Deploys AI Voice Agent for Existing Advertising Customer
Marchex, Inc., an AI-driven conversation analytics and customer acquisition company, announced that an advertising and media customer has expanded its relationship through the commercial deployment of its conversational AI Voice Agent solution. This follows a successful paid pilot program in which the AI agent qualified prospective customers when sales representatives were unavailable, improving call handling and capturing additional sales opportunities. The expanded relationship currently generates approximately $400,000 in annualized revenue and is expected to generate incremental revenue in 2026 and more than $200,000 in annualized incremental revenue in 2027. Marchex has also signed additional customers and is in discussions with several large enterprise customers for paid pilots, potentially driving significant incremental growth in 2027. The AI Voice Agent is designed to improve responsiveness, qualify opportunities, and reduce unanswered consumer interactions.
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