Your CX Tools Just Got an AI Brain Transplant
PLUS: Create AI Conversation Escalation Triggers That Actually Work
Start every workday smarter. Spot AI opportunities faster. Become the go-to person on your team for what’s next.
📅 September 30, 2025 | ⏱️ 3-min read
🎯 The big picture
Forget the AI hype—we’re now in the “AI just works” era. Today’s lineup shows major platforms adding AI that doesn’t just assist but actually thinks alongside your team. This isn’t about replacing humans; it’s about making them superhuman.
📊 Today’s lineup
• Sprinklr’s AI Copilot turns every dashboard into a conversation
• Blazeo solves the “AI or human?” dilemma with hybrid voice agents
• Fiserv brings AI workflows to banking’s most bureaucratic processes
• Acefone’s AI analyzes 100% of customer calls (not just the sample)
• OpenAI releases enterprise prompt packs that actually understand your job
1️⃣ Sprinklr’s AI Copilot turns every dashboard into a conversation
What’s happening:
• Sprinklr just launched its AI Copilot and AI Agents platform that lets you ask questions like “tell me what failed last week” instead of clicking through endless filters.
• The AI Agents are built directly into Sprinklr’s platform, so they understand your data, processes, and customer journey vocabulary without needing external integrations.
• Enhanced Customer Feedback Management now runs adaptive surveys that ask fewer, smarter questions and automatically validates insights against social data.
What’s so great about this: This solves the “dashboard paralysis” problem that kills productivity in most CX teams. Instead of staring at charts wondering what they mean, you can just ask your AI Copilot. The AI Agents can handle routine customer interactions while escalating complex cases with full context—no more “let me transfer you and you can repeat everything again.”
What’s next: The era of clicking through dashboards to find insights is ending. If your CX platform still requires human interpretation of data, you’re about to feel very slow compared to teams that can just ask their platform what’s happening.
Go deeper: Sprinklr
2️⃣ Blazeo solves the “AI or human?” dilemma with hybrid voice agents
What’s happening:
• Blazeo launched its hybrid Voice AI that handles most calls with AI but seamlessly transfers to humans when conversations need nuance or legal expertise.
• Built on 15+ years of real customer interactions in legal, healthcare, and home services, so the AI understands industry-specific language and urgency levels.
• Early pilots show cost-per-call reductions of up to 35% while improving customer satisfaction through instant response times.
What’s so interesting: This is the first voice AI that admits it has limits and actually plans for them. Instead of forcing customers through frustrating AI-only experiences or expensive human-only operations, Blazeo figured out the handoff. The AI handles routine stuff instantly, and humans jump in with full context when empathy or expertise is needed.
What’s next: The “AI vs. human” debate is officially over. The winning approach is AI-first with intelligent human backup. If your customer service strategy is still choosing sides, you’re missing the hybrid advantage that gives you both speed and satisfaction.
Go deeper: Yahoo Finance
3️⃣ Fiserv brings AI workflows to banking’s most bureaucratic processes
What’s happening:
• Fiserv launched Content Next, an AI-powered content management platform that automates the paperwork-heavy processes that slow down banking.
• Features natural-language search and document summarization that can reimagine workflows like loan processing, deposit management, and customer onboarding.
• Built on OpenText’s SaaS platform, so it integrates with existing banking systems without requiring a complete technology overhaul.
What’s so great about this: Banking is drowning in documents, and customers are drowning in wait times because of it. Content Next tackles the invisible inefficiency that makes simple banking tasks take forever. When AI can instantly find, summarize, and process the right documents, customers get faster service and bank employees can focus on actually helping instead of hunting through files.
What’s next: Document-heavy industries are about to get a lot faster. If your customer experience is slowed down by manual document processing, AI-powered content management isn’t a nice-to-have anymore—it’s survival. Your customers won’t tolerate slow service when your competitors can process everything instantly.
Go deeper: Fiserv
4️⃣ Acefone’s AI analyzes 100% of customer calls (not just the sample)
What’s happening:
• Acefone launched AI Post Call Analytics that analyzes every recorded customer conversation for sentiment, compliance, agent performance, and churn risk.
• Instead of manually reviewing just a small sample of calls, the AI processes 100% of interactions and creates actionable coaching plans and compliance reports.
• Includes PII redaction, role-based access controls, and regulatory compliance features for industries like banking and healthcare.
What’s so interesting: Most contact centers only review a tiny fraction of their calls because manual QA is impossible at scale. That means 95% of customer insights and compliance issues go unnoticed until they become problems. Acefone’s AI closes this gap by analyzing every conversation and flagging issues before they escalate.
What’s next: Partial call monitoring is about to feel negligent. When AI can analyze every customer interaction for quality, compliance, and coaching opportunities, sampling becomes a liability. Teams using comprehensive AI analysis will catch and fix problems that others miss entirely.
Go deeper: Acefone
5️⃣ OpenAI releases enterprise prompt packs that actually understand your job
What’s happening:
• OpenAI released Prompt Packs on September 29, targeting enterprise and government users with role-specific prompt libraries.
• The packs include tailored prompts for sales, customer service, marketing, and other business functions that understand professional context and workflows.
• Designed to help organizations deploy ChatGPT effectively across teams without everyone having to become prompt engineering experts.
What’s so great about this: Most people use AI like a slightly smarter Google search, missing 90% of its potential because they don’t know how to ask the right questions. These Prompt Packs solve the “blank page problem” by giving teams proven, professional-quality prompts that actually get useful results for their specific job functions.
What’s next: The era of “figuring out AI prompts on your own” is ending. Organizations that give their teams professional-grade prompts will see dramatically better AI results than those where everyone wings it. The productivity gap between trained and untrained AI users is about to become massive.
Go deeper: MLQ.ai
⚡ Quick hits
• Progress Software brings GenAI and RAG to OpenEdge customers → helping organizations maximize the value of their existing data with smarter automation and decision-making
• Vertesia debuts secure AI Assistant app → collaborative, enterprise-ready tool designed for every employee with security-first architecture
• Holistic AI launches LLM Decision Hub → helps customers select the right AI model for their specific business needs and use cases
💡 CX Prompt Tip of the Day
Create AI Conversation Escalation Triggers That Actually Work
I need to design smart escalation rules that route customers to humans at exactly the right moment, not too early or too late.
Context: Our current AI handles [describe your main customer interactions] but struggles with knowing when to escalate. Our biggest escalation failures are [describe 2-3 specific scenarios where timing was wrong].
Your task:
1. For each failure scenario, identify the early warning signals the AI should have caught
2. Create specific conversation triggers that activate BEFORE customers get frustrated
3. Design a smooth handoff script that explains what the AI tried and what the customer needs
4. Build a feedback loop to improve escalation timing based on outcomes
Format: Failure Scenario → Early Warning Signs → Escalation Trigger → Handoff Script → Improvement Process
Focus on catching problems early while maintaining conversation flow.
Quick win: Test your current AI’s escalation triggers this week with one frustrating customer scenario. Most systems escalate too late because they wait for explicit requests instead of reading conversation signals.
🤔 CX reflection
Question of the day: Now that AI can analyze every customer conversation, score every interaction, and predict every problem, what’s the one human skill your team should be developing most urgently?
See you tomorrow!
Mark