Future of work

AI agents redefine customer service efficiency

Companies are transforming routine customer interactions into effortless experiences using AI-powered agents. Instead of endless phone transfers, users now get instant answers or bookings through Agentforce-powered systems.

The focus is not on selling more products, but on improving satisfaction with existing services.

Travel platform Engine is already seeing results. Its Agentforce assistant, Eva, can process partial booking cancellations in seconds by combining customer data with internal booking tools.

By narrowing Eva’s focus to a handful of topics, Engine improved both response speed and customer satisfaction by six points. The result is less frustration, reduced hold times, and smoother travel management.

Retailer Williams Sonoma, Inc. is also personalising customer interactions through its virtual assistant, Olive. Beyond processing returns, Olive provides menu suggestions, wine pairings, and meal preparation schedules to help customers host effortlessly.

The aim, according to Chief Technology and Digital Officer Sameer Hassan, is to deliver experiences that teach and inspire rather than promote sales.

Luxury fitness brand Equinox follows a similar path. Its AI assistant now helps members find and book classes directly, reducing clicks and improving usability. As EVP and CTO, Eswar Veluri said simplifying patterns is key to enhancing member experience through innovative tools.

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Brussels leak signals GDPR and AI Act adjustments

The European Commission is preparing a Digital Package on simplification for 19 November. A leaked draft outlines instruments covering GDPR, ePrivacy, Data Act and AI Act reforms.

Plans include a single breach portal and a higher reporting threshold. Authorities would receive notifications within 96 hours, with standardised forms and narrower triggers. Controllers could reject or charge for data subject access requests used to pursue disputes.

Cookie rules would shift toward browser-level preference signals respected across services. Aggregated measurement and security uses would not require popups, while GDPR lawful bases expand. News publishers could receive limited exemptions recognising reliance on advertising revenues.

Drafting recognises legitimate interest for training AI models on personal data. Narrow allowances are provided for sensitive data during development, along with EU-wide data protection impact assessment templates. Critics warn proposals dilute safeguards and may soften the AI Act.

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Google and Cassava expand Gemini access in Africa

Google announced a partnership with Cassava Technologies to widen access to Gemini across Africa. The deal includes data-free Gemini usage for eligible users coordinated through Cassava’s network partners. The initiative aims to address affordability and adoption barriers for mobile users.

A six-month trial of the Google AI Plus plan is part of the package. Benefits include access to more capable Gemini models and added cloud storage. Coverage by regional tech outlets reported the exact core details.

Education features were highlighted, including NotebookLM for study aids and Gemini in Docs for writing support. Google said the offer aims to help students, teachers, and creators work without worrying about data usage. Reports highlight a focus on youth and skills development.

Cassava’s role aligns with broader investments in AI infrastructure and services across the continent; recent announcements reference model exchanges and planned AI facilities that support regional development. Observers see momentum behind accessible AI tools.

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Northern Ireland teachers reclaim hours with AI

A six-month pilot across Northern Ireland put Gemini and Workspace into classrooms. One hundred teachers participated under the Education Authority’s C2k programme. Reported benefits centred on time savings and practical support for everyday teaching.

Participants said they saved around ten hours per week on routine tasks where freed time was redirected to pupil engagement and professional development. More than six hundred use cases from the one hundred participants were documented during the trial period.

Teachers cited varied applications, from drafting parent letters to generating risk assessments quickly. NotebookLM helped transform curriculum materials into podcasts and interactive mind maps. Inclusive lessons were tailored, including Irish language activities and support for neurodivergent learners.

C2k plans wider training so more Northen Ireland educators can adopt the tools responsibly. Leadership framed AI as collaborative, not a replacement for teachers. Further partnerships are expected to align products with established pedagogical principles.

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Microsoft brings smarter search to Copilot

Microsoft is expanding Copilot with more precise citations that link directly to publisher sources. Users can also open aggregated references for each answer to review context. The emphasis sits on trust, control, and transparent sourcing throughout the experience.

A new dedicated search mode within Copilot delivers more detailed results when queries require specific information.

Summaries appear alongside links, enabling users to verify evidence and make informed decisions quickly. Industry coverage highlights the stronger focus on verifiable sources and publisher visibility.

The right pane offers a ‘Show all’ list of sources used in responses. Source-based citation pills replace opaque markers to aid credibility checks and exploration. Design choices aim to empower people to stay in control while navigating complex topics.

Updates are live across copilot.com, mobile apps, and Copilot in Edge, with more refinements expected. Microsoft positions the changes within a human-centred strategy where AI supports curiosity safely. Broader Copilot enhancements across Windows and Edge continue in parallel roadmaps.

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EU and Switzerland deepen research ties through Horizon Europe agreement

Switzerland has formally joined Horizon Europe, the EU’s flagship research and innovation programme, together with Digital Europe and the Euratom Research and Training Programme.

An agreement, signed in Bern by Commissioner Ekaterina Zaharieva and Federal Councillor Guy Parmelin, that grants Swiss researchers the same status as their EU counterparts.

They can now lead projects, receive EU funding, and access every thematic pillar, reinforcing cross-border collaboration in fields such as climate technology, digital transformation, and energy security.

The accord, effective from 1 January 2025, also enables Switzerland to become a member of Fusion for Energy in 2026, thereby integrating its researchers into ITER, the world’s largest fusion energy initiative.

Plans include Swiss participation in Erasmus+ from 2027 and in the EU4Health programme once a separate health agreement takes effect.

A development that forms part of a broader package designed to deepen EU–Swiss relations and modernise cooperation frameworks across science, technology, and education.

The European Commission reaffirmed its commitment to finalising ratification of all related agreements, ensuring long-term collaboration and strengthening Europe’s position as a global leader in innovation and research.

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€5.5bn Google plan expands German data centres, carbon-free power and skills programmes

Google will invest €5.5bn in Germany from 2026 to 2029, adding a Dietzenbach data centre and expanding its Hanau facility. It will expand offices in Berlin, Frankfurt, and Munich, and launch skilling and a first German heat-recovery project. Estimated impact: ~€1.016bn GDP and ~9,000 jobs annually.

Dietzenbach will strengthen German cloud regions within Google’s 42-region network, used by firms such as Mercedes-Benz. Google Cloud highlights Vertex AI, Gemini, and sovereign options for local compliance. Continued Hanau investment supports low-latency AI workloads.

Google and Engie will extend 24/7 Carbon-Free Energy in Germany through 2030, adding new wind and solar. The portfolio will be optimised with storage and Ørsted’s Borkum Riffgrund 3. Operations are projected to be 85% carbon-free in 2026.

A partnership with Energieversorgung Offenbach will utilise excess data centre heat to feed into Dietzenbach’s district network, serving over 2,000 households. Water work includes wetland protection with NABU in Hesse’s Büttelborn Bruchwiesen. Google reiterates its 24/7 carbon-free goal.

Office expansion includes Munich’s Arnulfpost for up to 2,000 staff, Frankfurt’s Global Tower space, and additional floors in Berlin. Local partnerships will fund digital skills and STEM programmes. Officials and customers welcomed the move for its benefits to infrastructure, sovereignty, and innovation.

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Banks and insurers pivot to AI agents at scale, Capgemini finds

Agentic AI is expected to deliver up to $450 billion in value by 2028, as financial institutions shift frontline processes to AI agents, according to Capgemini’s estimates. Banks start with customer service before expanding into fraud detection, lending, and onboarding, while insurers report similar priorities.

To seize the opportunity, 33% of banks are building agents in-house, while 48% of institutions are creating human supervisor roles. Cloud’s role is expanding beyond infrastructure, with 61% of executives calling cloud-based orchestration critical to scaling.

Adoption is accelerating but uneven. Four in five firms are in ideation or pilots, yet only 10% run agents at scale. Executives expect gains in real-time decision-making, accuracy, and turnaround, especially across onboarding, KYC, loan processing, underwriting, and claims.

Leaders also see growth levers. Most expect agents to support entry into new geographies, enable dynamic pricing, and deliver multilingual services that respect local norms and rules. Budgets reflect this shift, with up to 40% of generative AI spend already earmarked for agents.

Barriers persist. Skills shortages and regulatory complexity top the list of concerns, alongside high implementation costs. A quarter of firms are exploring ‘service-as-a-software’ models, paying for outcomes such as the resolution of fraud cases or the handling of customer queries.

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ChatGPT-5 outperformed by a Chinese startup model

A Chinese company has stunned the AI world after its new open-source model outperformed OpenAI’s ChatGPT-5 and Anthropic’s Claude Sonnet 4.5 in key benchmarks.

Moonshot AI’s Kimi K2 Thinking model achieved the best reasoning and coding scores yet, shaking confidence in American dominance over advanced AI systems.

The Beijing-based startup, backed by Alibaba and Tencent, released Kimi K2 Thinking on 6 November. It scored 44.9 percent in Humanity’s Last Exam and 60.2 percent in BrowseComp, both surpassing leading US models.

Analysts dubbed it another ‘DeepSeek moment ‘, echoing the earlier success of China in breaking AI cost barriers.

Moonshot AI trained the trillion-parameter system for just US$4.6 million (nearly ten times cheaper than GPT-5’s reported costs) using a Mixture-of-Experts structure and advanced quantisation for faster generation.

The fully open-weight model, released under a Modified MIT License, adds commercial flexibility and intensifies competition with US labs.

Industry observers called it a turning point. Hugging Face’s Thomas Wolf said the achievement shows how open-source models can now rival closed systems.

Researchers from the Allen Institute for AI noted that Chinese innovation is narrowing the gap faster than expected, driven by efficiency and high-quality training data rather than raw computing power.

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Judges in Asia join UNESCO-led training on ethical AI in justice

Judges and justice officials from 11 countries across Asia are gathering in Bangkok for a regional training focused on AI and the rule of law. The event, held from 12 November to 14, 2025, is jointly organised by UNESCO, UNDP, and the Thailand Institute of Justice.

Participants will examine how AI can enhance judicial efficiency while upholding human rights and ethical standards.

The training, based on UNESCO’s Global Toolkit on AI and the Rule of Law for the Justice Sector, will help participants assess both the benefits and challenges of AI in judicial processes. Officials will address algorithmic bias, transparency, and accountability to ensure AI tools uphold justice.

AI technologies are already transforming case management, legal research, and court administration. However, experts warn that unchecked use may amplify bias or weaken judicial independence.

The workshop aims to strengthen regional cooperation and train officials to assess AI systems using legal and ethical principles. The initiative supports UN SDG 16 and advances UNESCO’s mission to promote moral, inclusive, and trustworthy governance of AI.

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