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Conversational AI Stopped Talking and Started Doing the Work
Forrester's 2026 scorecard for customer-service AI crowns NiCE Cognigy, Kore.ai and Omilia as leaders, hands Bret Taylor's Sierra a breakout, and quietly leaves Google off the list entirely. The bots that used to answer questions now close tickets - and the whole industry is racing to prove it.
Voice AI Is Eating the Call Center, One Angry Caller at a Time
Observe.AI, PolyAI, Botpress, Forethought and a shrinking pack of rivals are racing to replace hold music with software that talks back. The funding says they are winning. The person still stuck on the line is not so sure.
Verloop Spent a Decade on the Chat Window. Nurix Just Bought It
The Bengaluru company built its business on automating customer support one message at a time, handling more than 20 million conversations a month. In July 2026, Mukesh Bansal's Nurix AI bought it - just as the category it helped pioneer turned into a multi-billion-dollar race.
The AI Agents Racing to Answer Your Support Calls
Infobip, PolyAI, Cresta, Botpress and a pack of rivals are pouring hundreds of millions into software that picks up the phone before a person can. Here is who is winning, who got bought, and what it means the next time you dial support.