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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.
AI Customer Service Agents Are Eating the Call Center
A pack of well-funded startups - Decagon, Ada, Uniphore, Omilia - plus Amazon, Kore.ai, Capacity and Five9 are teaching software to resolve support tickets end to end. The prize is a customer service market worth hundreds of billions, and the humans who used to answer the phone.
Teneo.ai Was Doing Agentic AI Before It Had a Name
The Swedish company behind a Loebner-winning chatbot now runs more than 17,000 AI agents for the likes of Telefonica and Swisscom - and finds itself at a crossroads as cash-rich rivals like Uniphore reshape the market it helped invent.