Only 4% of customer service organizations have got the return they expected from AI, according to a Gartner survey released on 4 November 2026. The gap usually isn’t the model. It’s what sits around it: clean records, current answers, and AI that’s...
If an AI tool listens to your customer calls, “this call may be recorded” may not be enough consent. In Ambriz v. Google, callers argue that Google’s contact center AI was a third party on their calls, and Google is asking the court to dismiss the...
Short answer: in a growing number of states, yes. If an AI voice agent could pass for a person, several states want a clear notice, and a few want it before the caller says anything. There’s no federal standard. The practical fix is one honest sentence at the...
You can now point an AI assistant at your own ICTContact install and ask it questions in plain English. Which campaigns ran overnight, which ones stalled, what the answer rate looked like on Tuesday. It reads through a small program on your machine called an MCP...
When a caller talks over an AI voice agent, stopping the audio is only the first of five things that have to stop. The frames already queued, the sentence still being rendered, the open model stream and the conversation record all have to be cut too. Get the last one...
On 6 January 2026 the FCC pushed the TCPA revoke-all rule back again, from 11 April 2026 to 31 January 2027. If you were racing a spring deadline, you just got a year. The catch is that the hard part was never the date. It’s that most contact centers keep...
