A survey of contact centre and customer experience (CX) leaders finds that AI has become ‘non-negotiable’ for organisations seeking to deliver efficient, personalised, and data-driven customer service.
Respondents reported widespread use of AI-enabled tools such as chatbots, virtual agents, and conversational analytics to handle routine queries, triage requests and surface insights from large volumes of interaction data.
CX leaders emphasised AI’s ability to boost service quality and reduce operational costs, enabling faster response times and better outcomes across channels.
Many organisations are investing in AI platforms that integrate with existing systems to automate workflows, assist human agents, and personalise interactions based on real-time customer context.
Despite optimism, leaders also noted challenges, including data quality, governance, skills gaps and maintaining human oversight, and stressed that AI should augment, not replace, human agents.
The article underscores that today’s competitive CX landscape increasingly depends on strategic AI adoption rather than optional experimentation.
Would you like to learn more about AI, tech and digital diplomacy? If so, ask our Diplo chatbot!
A coalition of researchers and experts has identified future research directions aimed at enhancing AI safety, robustness and quality as systems are increasingly integrated into critical functions.
The work highlights the need for improved tools to evaluate, verify and monitor AI behaviour across diverse real-world contexts, including methods to detect harmful outputs, mitigate bias and ensure consistent performance under uncertainty.
The discussion emphasises that technical quality attributes such as reliability, explainability, fairness and alignment with human values should be core areas of focus, especially for high-stakes applications in healthcare, transport, finance and public services.
Researchers advocate for interdisciplinary approaches, combining insights from computer science, ethics, and the social sciences to address systemic risks and to design governance frameworks that balance innovation with public trust.
The article also notes emerging strategies such as formal verification techniques, benchmarks for robustness and continuous post-deployment auditing, which could help contain unintended consequences and improve the safety of AI models before and after deployment at scale.
Would you like to learn more about AI, tech and digital diplomacy? If so, ask our Diplo chatbot!
AI is often criticised for its growing electricity and water use, but experts argue it can also support sustainability. AI can reduce emissions, save energy, and optimise resource use across multiple sectors.
In agriculture, AI-powered irrigation helps farmers use water more efficiently. In Chile, precision systems reduced water consumption by up to 30%, while farmers earned extra income from verified savings.
Data centres and energy companies are deploying AI to improve efficiency, predict workloads, optimise cooling, monitor methane leaks, and schedule maintenance. These measures help reduce emissions and operational costs.
Buildings and aviation are also benefiting from AI. Innovative systems manage heating, cooling, and appliances more efficiently. AI also optimises flight routes, reducing fuel consumption and contrail formation, showing that wider adoption could help fight climate change.
Would you like to learn more about AI, tech, and digital diplomacy? If so, ask our Diplo chatbot!
European data protection authorities recorded a sharp rise in GDPR violation reports in 2025, according to a new study by law firm DLA Piper, signalling growing regulatory pressure across the European Union.
Average daily reports surpassed 400 for the first time since the regulation entered force in 2018, reaching 443 incidents per day, a 22% increase compared with the previous year. The firm noted that expanding digital systems, new breach reporting laws, and geopolitical cyber risks may be driving the surge.
Despite the higher number of cases in the EU, total fines remained broadly stable at around €1.2 billion for the year, pushing cumulative GDPR penalties since 2018 to €7.1 billion, underlining regulators’ continued willingness to impose major sanctions.
Ireland once again led enforcement figures, with fines imposed by its Data Protection Commission totaling €4.04 billion, reflecting the presence of major technology firms headquartered there, including Meta, Google, and Apple.
Recent headline penalties included a €1.2 billion fine against Meta and a €530 million sanction against TikTok over data transfers to China, while courts across Europe increasingly consider compensation claims linked to GDPR violations.
Would you like to learn more about AI, tech, and digital diplomacy? If so, ask our Diplo chatbot!
ID Campus has opened in the French city of Angers as a new European hub dedicated to identity technologies and trust-based digital services. Led by sovereign provider iDAKTO, the initiative aims to bring together public institutions, startups, and researchers to advance secure online systems.
The campus will support innovation, training, pilot projects, and cross-sector collaboration. A key focus is the rollout of the European Digital Identity Wallet. Deeptech firms, research labs, and international delegations are expected to use the site for testing and cooperation.
The project’s development involved partnerships with public bodies in France, including France Titres, La Mission French Tech, and Angers Loire Metropole, reflecting a wider push to strengthen national and European authentication infrastructure.
The official launch brought together leaders from government and industry to discuss the rise in digital adoption and tightening regulatory frameworks across Europe, as secure digital identity systems become central to public services and cross-border transactions.
European digital sovereignty remains a core driver of the initiative, with policymakers seeking interoperable trust frameworks that reduce reliance on non-European technologies.
Would you like to learn more about AI, tech, and digital diplomacy? If so, ask our Diplo chatbot!
OpenAI has begun testing advertising placements inside ChatGPT, marking a shift toward monetising one of the world’s most widely used AI platforms. Sponsored content now appears below chatbot responses for free and low-cost users, integrating promotions directly into conversational queries.
Ads remain separate from organic answers, with OpenAI saying commercial content will not influence AI-generated responses. Users can see why specific ads appear, dismiss irrelevant placements, and disable personalisation. Advertising is excluded for younger users and sensitive topics.
Initial access is limited to enterprise partners, with broader availability expected later. Premium subscription tiers continue without ads, reflecting a freemium model similar to streaming platforms offering both paid and ad-supported options.
Pricing places ChatGPT ads among the most expensive digital formats. The value lies in reaching users at high-intent moments, such as during product research and purchase decisions. Measurement tools remain basic, tracking only impressions and clicks.
OpenAI’s move into advertising signals a broader shift as conversational AI reshapes how people discover information. Future performance data and targeting features will determine whether ChatGPT becomes a core ad channel or a premium niche format.
Would you like to learn more about AI, tech, and digital diplomacy? If so, ask our Diplo chatbot!
Google has launched Project Genie, an experimental prototype that allows users to create and explore interactive AI-generated worlds. The web application, powered by Genie 3, Nano Banana Pro, and Gemini, is rolling out to Google AI Ultra subscribers in the US aged 18 and over.
Genie 3 represents a world model that simulates environmental dynamics and predicts how actions affect them in real time. Unlike static 3D snapshots, the technology generates paths in real time as users move and interact, simulating physics for dynamic environments.
Project Genie centres on three core capabilities: world sketching, exploration, and remixing. Users can prompt with text and images to create environments, define character perspectives, and preview worlds before entering.
As users navigate, the system generates paths in real time based on their actions.
The experimental prototype has known limitations, including generation restrictions to 60 seconds, potential deviations from prompts or real-world physics, and occasional character controllability issues.
Google emphasises responsible development as part of its mission to build AI that benefits humanity, with ongoing improvements planned based on user feedback.
Would you like to learn more about AI, tech and digital diplomacy? If so, ask our Diplo chatbot!
Researchers at the University of Chicago are using AI to uncover insights into how the human brain processes surprise. The project, directed by Associate Professor Monica Rosenberg, compares human and AI responses to narrative moments to explore cognitive processes.
The study involved participants listening to stories whilst researchers recorded their responses through brain scans. Researchers then fed identical stories to the language model Llama, prompting it to predict subsequent text after each segment.
When AI predictions diverged from actual story content, that gap served as a measure of surprise, mirroring the discrepancy human readers experience when expectations fail.
Results showed a striking alignment between AI prediction errors and both participants’ reported feelings and brain-scan activity patterns. The correlation emerged when texts were analysed in 10 to 20-word chunks, suggesting humans and AI encode surprise at broader levels where ideas unfold.
Fourth-year data science student Bella Summe, involved in the Cognition, Attention and Brain Lab research, noted the creative challenge of working in an emerging field.
Few studies have explored whether LLM prediction errors could serve as measures of human surprise, requiring constant problem-solving and experimental design adaptation throughout the project.
Would you like to learn more about AI, tech and digital diplomacy? If so, ask our Diplo chatbot!
AI in breast cancer screening reduced late diagnoses by 12% and increased early detection rates in the largest trial of its kind. The Swedish study involved 100,000 women randomly assigned to AI-supported screening or standard radiologist readings between April 2021 and December 2022.
The AI system analysed mammograms and assigned low-risk cases to single readings and high-risk cases to double readings by radiologists.
Results published in The Lancet showed 1.55 cancers per 1,000 women in the AI group versus 1.76 in the control group, with 81% detected at the screening stage, compared with 74% in the control group.
Dr Kristina Lång from Lund University said AI-supported mammography could reduce radiologist workload pressures and improve early detection, but cautioned that implementation must be done carefully with continuous monitoring.
Researchers stressed that screening still requires at least one human radiologist working alongside AI, rather than AI replacing human radiologists. Cancer Research UK’s Dr Sowmiya Moorthie called the findings promising but noted more research is needed to confirm life-saving potential.
Breast Cancer Now’s Simon Vincent highlighted the significant potential for AI to support radiologists, emphasising that earlier diagnosis improves treatment outcomes for a disease that affects over 2 million people globally each year.
Would you like to learn more about AI, tech and digital diplomacy? If so, ask our Diplo chatbot!
OpenAI has launched Prism, a cloud-based LaTeX workspace designed to streamline the drafting, collaboration, and publication of academic papers. The tool integrates writing, citation management, real-time collaboration, and AI assistance into a single environment to reduce workflow friction.
Built specifically for scientific use, Prism embeds GPT-5.2 directly inside documents rather than as a separate chatbot. Researchers can rewrite sections, verify equations, test arguments, and clarify explanations without leaving the editing interface, positioning AI as a background collaborator.
Users can start new LaTeX projects or upload existing files through prism.openai.com using a ChatGPT account. Co-authors can join instantly, enabling simultaneous editing while maintaining structured formatting for equations, references, and manuscript layout.
OpenAI says Prism supports academic search, converts handwritten formulas into clean LaTeX, and allows voice-driven edits for faster reviews. Completed papers export as publication-ready PDFs alongside full source files.
Initially available for free to personal ChatGPT users, the workspace will later expand to Business, Enterprise, and Education plans. The company frames the tool as a practical productivity layer rather than a research disruption platform.
Would you like to learn more about AI, tech, and digital diplomacy? If so, ask our Diplo chatbot!
