When Your Customer Brings an AI Agent: Is CCaaS Ready for Poppy?
Sierra and Meta’s Poppy protocol gives personal AI agents a way to interact with businesses. Here’s what CCaaS providers should consider now, from identity and permissions to governance and orchestration.
When Your Next Caller Is a Bot
Personal AI agents are beginning to call businesses on behalf of their owners. What happens when your AI agent answers a call from my AI agent? Contact centres need to start thinking about identity, authority, negotiation and human escalation.