AI Chatbots Fail Voters: The Human-Context Problem
Leading AI chatbots gave inaccurate election answers, with performance dropping 16% in Spanish. The real problem? AI can't understand why people ask questions.
AI Agents Need Identity Governance, Not Shared Credentials
Why autonomous AI agents need individual identities and clearly defined permissions—just like human employees—before they cause breaches at machine-speed.
Why the EU AI Act Shouldn't Stop AI in Customer Service
The EU AI Act encourages discipline in AI deployment. The solution: let AI manage conversations while business systems control decisions.
AI's 'Token-Maxing' Era Over as Subsidy End Forces Reckoning
The withdrawal of AI vendor subsidies has ended the token-maxing era, forcing businesses to confront the true cost of their AI consumption and scrutinise ROI.
Conversational banking AI goes off-the-shelf as MX packages it for smaller banks
Conversational AI over customer transaction data is years old at the neobanks. MX's pitch: a white-labelled, governed version the thousands of banks that never built their own can buy off the shelf.
Santander switches on AI for all 185,000 staff as its 'AI-first' bet starts paying off
Santander has extended AI access from 40,000 to all 185,000 employees, with 280+ production agents and €35m in Q1 business value on the way to a €1bn target.
Why Brands Are Still Cautious About AI in Customer Service
Maria Paredes Piscione of Sabio Group on why organisations are comfortable with AI in customer service in principle, yet far more cautious the moment it enters a live, emotional interaction - and how to design for the difference.
Alex Wu, Founder and CEO, DeepWisdom
The founder of DeepWisdom and creator of MetaGPT on 'vibe business', why multi-agent systems mirror how real companies work, the rise of 'silicon-based participants', and the AI tools he actually reaches for.
Backbase buys Kasisto, folding one of conversational banking's originals into 'agentic banking'
Backbase has acquired Kasisto, an SRI International spin-out and one of the longest-running names in conversational AI for banking, folding its agentic platform into the 'AI-native Banking OS'.
Affordability assessments are quietly becoming a conversational AI job
A run of recent client wins for UK startup Inicio AI points to a quiet shift in lending and collections: the income and expenditure assessment, long a friction point handled by call-centre agents, is moving to a chatbot.
Nordea and Mastercard Complete Finland's First Live AI Agent Payment
An AI agent autonomously bought a product and paid for it on a customer's behalf. The coffee was cheap; the implications for agentic commerce are not.
How Monzo Bank Built Their Own AI Agent For Live Customer Support - Without Losing Control
Monzo's Ops Agent now handles routine work across 150+ customer intents. The lesson for deploying conversational AI in a regulated setting is in the guardrails, not the model.