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.
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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.
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The Enforcement Directorate (ED) has alleged in a prosecution complaint before a special court in Bengaluru that WinZO, an online real-money gaming platform with millions of users, manipulated outcomes in its games, contrary to public assurances of fairness and transparency.
WinZO deployed AI-powered bots, algorithmic player profiles and simulated gameplay data to control game outcomes. According to the ED complaint, WinZO hosted over 100 games on its mobile app and claimed a large user base, especially in smaller cities.
Its probe found that until late 2023, bots directly competed against real users, and from May 2024 to August 2025, the company used simulated profiles based on historical user data without disclosing this to players.
These practices were allegedly concealed within internal terminology such as ‘Engagement Play’ and ‘Past Performance of Player’.
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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.
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NVIDIA has unveiled a new suite of open physical AI models and frameworks aimed at accelerating robotics and autonomous systems development. The announcement was made at CES 2026 in the US.
The new tools span simulation, synthetic data generation, training orchestration and edge deployment in the US. NVIDIA said the stack enables robots and autonomous machines to reason, learn and act in real-world environments using shared 3D standards.
Developers in the US showcased applications ranging from construction and factory robots to surgical and service systems. Companies, including Caterpillar and NEURA Robotics, demonstrated how digital twins and open AI models improve safety and efficiency.
NVIDIA said open-source collaboration is central to advancing physical AI in the US and globally. The company aims to shorten development cycles while supporting safer deployment of autonomous machines across industries.
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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.
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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.
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The European Commission has opened a formal investigation into Grok after the tool produced millions of sexualised images of women and children.
A scrutiny that centres on whether X failed to carry out adequate risk assessments before releasing the undressing feature in the European market. The case arrives as ministers, including Sweden’s deputy prime minister, publicly reveal being targeted by the technology.
Brussels is preparing to use its strongest digital laws instead of deferring to US pressure. The Digital Services Act allows the European Commission to fine major platforms or force compliance measures when systemic harms emerge.
Experts argue the Grok investigation represents an important test of European resolve, particularly as the bloc tries to show it can hold powerful companies to account.
Concerns remain about the willingness of the EU to act decisively. Reports suggest the opening of the probe was delayed because of a tariff dispute with Washington, raising questions about whether geopolitical considerations slowed the enforcement response.
Several lawmakers say the delay undermined confidence in the bloc’s commitment to protecting fundamental rights.
The investigation could last months and may have wider implications for content ranking systems already under scrutiny.
Critics say financial penalties may not be enough to change behaviour at X, yet the case is still viewed as a pivotal moment for European digital governance. Observers believe a firm outcome would demonstrate that emerging harms linked to synthetic media cannot be ignored.
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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.
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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.
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