agent-assist
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The Farmer, the Turmeric, and 30 Million Calls
A missed crop price pointed two engineers toward a language problem. Gnani.ai turned that problem into the machinery behind millions of enterprise conversations each day.
AI-Assisted Contact Centers Win by 11.5x
Aberdeen’s two-group study found that contact centers using AI capabilities improved customer satisfaction, first-contact resolution, agent productivity and service costs far faster than non-users. The biggest gap wasn’t subtle: an 11.5x advantage in annual cost improvement.
Afficiency Found the $10 Billion Insurance Shortcut: Help the Agent, Skip the Exam
Life insurance’s first digital bet was to remove the agent. Afficiency took the more useful route - remove the paperwork, keep the human, and turn a process measured in weeks into one sitting.
The Ohio Firm That Bought a 1,200-Store Retailer to Feed Its Algorithms
Most investment firms buy a stake and hope. IQVentures buys the whole company, plugs in its own payment rails and risk models, and runs it - a bet that grew into a $504 million take-private of a national retailer.
The Contact Center Has Plenty of Data. SuccessKPI Wants It to Make a Decision.
SuccessKPI built its business around a stubborn enterprise problem: customer conversations generate mountains of evidence, but too little action. Its platform connects the listening, scoring, coaching and staffing work that contact centers usually handle in separate systems.
Puzzel
The Oslo company that quietly runs the phones, chats and inboxes behind Scandic hotels, JYSK stores and a slice of European customer service - and is betting AI can make agents faster without making them robots.
TCN
For 25 years, a self-funded company in southern Utah has quietly wired the phone lines of collections agencies, hospitals and call centers - no contracts, no venture money, and a stubborn belief that AI should help agents, not fire them.
Cresta Wants Every Agent to Sound Like Your Best One
Born in Stanford's AI lab and now worth $1.6 billion, Cresta listens to every call in a contact center and coaches humans in real time - while quietly building the AI agents meant to replace some of those calls entirely.
Odigo
Centralize all your channels, automate your journeys with AI and offer your customers an omnichannel, memorable experience.
Observe.AI
The company wants to turn every customer service call into something a machine can hear, judge, coach and eventually handle on its own.
Knowmax
An AI knowledge management platform that gives customer experience teams one place to find, follow and share the right answer across every channel.
The Eight Platforms Deciding Whether You Reach a Human
Talkdesk, Five9, Salesforce, Zendesk, UJET, Convoso, CloudTalk and Broadvoice all promise to handle your customers. Here is what each one is actually built to do - and which business should pick which.
The Google CX Product Maze, Finally Mapped
A plain-language map of Google's confusingly named customer-experience AI portfolio. It untangles CCAI, Agent Assist, CX Agent Studio and Gemini Enterprise for CX, explaining what each one actually is and what a buyer gets. It also clarifies UJET's unusual position: Google Cloud sells Google Cloud CCaaS powered by UJET as a first-party offering, which is a different relationship than being one of many logos in a marketplace.
The Experience Center
A UJET brand film reframes the contact center as an 'experience center' - not a cost to minimize but the richest customer signal a company owns. The video walks through five moves (channel blending, mobile SDK and biometric auth, AI automation and routing, agent assist, and real-time CRM sync) that turn support from a ticket-closing utility into a loyalty and revenue engine.
Zingtree
Zingtree is a Palo Alto-based CX automation company that turns tangled customer-service procedures into clear, no-code decision trees and AI-guided workflows. Its platform helps enterprise support teams and their customers make faster, more accurate decisions - powering agent scripting, agent assist, and self-service across regulated industries like finance, insurance, and healthcare, where its rule-based, audit-ready approach keeps AI answers on-policy at scale.
ASAPP
ASAPP is a New York-based enterprise AI company that builds an AI-native Customer Experience Platform for contact centers. Its flagship product, GenerativeAgent, autonomously resolves complex customer interactions across voice and chat, while agent-assist tools like Auto-Summary and real-time transcription boost the productivity of human agents. Founded in 2014 by Gustavo Sapoznik after a nearly three-hour call with his cable provider, ASAPP serves Fortune 500 enterprises in telecom, airlines, banking, insurance and retail - including JetBlue, American Airlines and Dish - and has raised roughly $380 million from investors such as Fidelity and Dragoneer.
Verloop.io
Verloop.io is a Bengaluru-based conversational AI platform that automates customer support, sales, and marketing conversations across chat and voice. Founded in 2015 by Gaurav Singh, it builds AI-powered chatbots and voice agents that handle inbound and outbound interactions in 80+ languages for unicorns and Fortune 500 companies across India, Southeast Asia, MENA, and the US. In July 2026 it was acquired by Mukesh Bansal-led Nurix AI to form a combined voice-and-chat automation platform handling more than 20 million customer interactions a month.
Implicit
Implicit (formerly Agolo, legally Ninoh, Inc.) is a New York-based AI company that turns a company's scattered manuals, SOPs, tickets and PDFs into a private 'knowledge engine.' Its KnowledgeOS platform builds enterprise knowledge graphs and AI Navigators that give support agents and customers expert-level, source-cited answers about complex products. The company pivoted from its original news-summarization roots into entity intelligence and product-expertise support, claiming roughly 3x the accuracy of generic LLMs with answers tied to a source to eliminate hallucinations.
UJET
UJET is an AI-powered cloud contact center platform built on a CRM-first, mobile-native architecture. Used by Turo, SPANX, Herschend, and Capital on Tap, it pairs voice, digital, and media-rich channels with generative AI for agents and self-service. UJET partners with Google Cloud to deliver Google Cloud CCaaS, and in 2026 announced Agentic Experience Orchestration (AXO), an AI orchestration layer that builds on its 2025 acquisition of conversational-analytics company Spiral.
Cresta
Cresta is a generative AI platform built for the contact center, unifying human and AI agents on one system to coach reps in real time, automate post-call work, and turn millions of conversations into measurable revenue, retention, and compliance outcomes.
Level AI
Level AI is a Mountain View-based enterprise AI company that builds conversational intelligence for contact centers. Its platform listens to every voice, chat, and email interaction, automates quality assurance with generative AI, coaches agents in real time, and surfaces the Voice of the Customer for executives. Founded in 2019 by ex-Amazon Alexa engineer Ashish Nagar, Level AI has raised about $74M and powers customer operations at brands like Affirm, Carta, Vista, Penske and ezCater.