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Topic: Artificial Intelligence (AI)

What the OpenAI Agent Coordination Incident Reveals About AI Agent Governance

In May 2026, a swarm of OpenAI’s own agents took over a German programming wiki called DseWiki and turned it into a message board. Not for people. For other AI agents. Researchers who uncovered the activity in late August found more than 15,000 edits where the agents shared tactics with each other for cheating on […]

From CX to Total Experience: Ricki Lang on Behavioral Data and Human-in-the-Loop AI

Customer experience, digital experience, employee experience, and user experience are usually treated as separate disciplines, but Ricki Lang argues they’re really one thing wearing four hats. In this episode, Shawn sits down with Lang, VP of Telecommunications, Media and Entertainment at Quantum Metric and former product and engineering leader at Comcast, to unpack what she […]

Deterministic vs. Probabilistic AI: Which Does Your Contact Center Actually Need?

Most customers do not call a contact center because everything is going well. They call because something is stuck, confusing, urgent, or expensive. By the time they pick up the phone, they’ve usually already tried the website, the app, and a chat window that gave them the digital equivalent of a shrug. Then they hear […]

What Is AI Governance? A Guide to AI Risk Management and Compliance for Healthcare and Enterprises

Artificial intelligence is rapidly becoming part of how healthcare organizations and enterprises operate. From automating workflows and analyzing data to improving customer experiences and supporting business decisions, AI can create significant opportunities for efficiency, innovation, and growth. But deploying AI at enterprise scale also introduces new risks. Healthcare organizations must consider sensitive patient information, clinical […]

Amplix VP Stanton Smith on Why AI Readiness Starts With Clean Data, Not New Tools

Enterprises are racing to adopt AI in the contact center, but Stanton Smith, VP of CX Consulting and Solution Engineering at Amplix, has a warning: layer AI onto bad data or broken processes, and you’ll only automate the dysfunction faster. In this Inside Amplix episode, Shawn Cordner sits down with Stanton to unpack what transformation […]

Is Your Contact Center Architecture Ready for Agentic AI Agents?

For years, contact center transformation has been measured with the same handful of metrics: average handle time, containment rate, abandonment rate, cost per call, first contact resolution, and CSAT. Those numbers still matter. They were built for a world where customers picked up the phone themselves. That world is changing. That shift was the center […]

AI Adoption Wasn’t the Hard Part. Scaling It Without Governance Is.

Nobody is asking anymore whether AI is worth adopting. That question is settled. The harder question, the one keeping IT leaders up at night, is operational: how do you keep AI from turning into a pile of fragmented tools, duplicated effort, uneven adoption, and governance gaps once it moves past the pilot stage. That shift […]

Quiq’s Mike Zinne on the Nine Mistakes Sinking AI Contact Center Deployments

Most enterprises approach AI in the contact center backwards, and the mistakes are costly enough to derail an entire deployment. In this episode, Shawn sits down with Mike Zinne, Chief Revenue and Experience Officer at Quiq, an AI agent company built for customer journeys, to walk through nine of the most common (and expensive) missteps […]