{"id":72175,"date":"2025-07-11T13:25:31","date_gmt":"2025-07-11T12:25:31","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72175"},"modified":"2025-10-19T09:16:18","modified_gmt":"2025-10-19T08:16:18","slug":"big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/","title":{"rendered":"Big CX News from Zoom, OpenAI, Salesforce, and Sanas"},"content":{"rendered":"<p>From a big new addition to a prominent AI assistant to a controversial possible update to ChatGPT, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/zoom-ai-companion-gets-smarter-with-new-integrations-eyes-enterprise-core\/\" target=\"_blank\" rel=\"noopener\">Zoom\u2019s New-Look AI Companion Reveals Its Broader Ambitions<\/a><\/h2>\n<p>Zoom has unveiled its new-look AI companion, announcing a series of innovations to boost its agentic capabilities.<\/p>\n<p>Chief among these is a fresh Custom AI Companion add-on that enables users of Zoom\u2019s AI assistant to connect directly with 16 third-party apps, including ServiceNow and Salesforce.<\/p>\n<p>However, this isn\u2019t just a case of standard integration.<\/p>\n<p>Instead, these connectors allow users to trigger actions in these third-party applications, via the AI Companion, without leaving Zoom.<\/p>\n<p>As such, Zoom reduces the need to switch between applications when running activities like updating customer cases, revising projects, and completing onboarding activities.<\/p>\n<p>The enterprise communications stalwart believes the revamped agentic AI tool will help users \u201cmaximize efficiency\u201d.<\/p>\n<p>Yet, the move also signals Zoom\u2019s broader ambitions to position its communications platform as an organization\u2019s operational center point. <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/zoom-ai-companion-gets-smarter-with-new-integrations-eyes-enterprise-core\/\">(Read on\u2026)<\/a>.<\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/crm\/openai-ponders-adverts-on-chatgpt-as-it-bids-to-reimagine-commerce-experiences\/\" target=\"_blank\" rel=\"noopener\">OpenAI Ponders Adverts on ChatGPT as It Bids to Reimagine Commerce Experiences<\/a><\/h2>\n<p>Last month, the OpenAI Podcast launched, with the first episode featuring CEO Sam Altman.<\/p>\n<p>During\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=DB9mjd-65gw&amp;t=975s\" target=\"_blank\" rel=\"noopener\">the conversation<\/a>, host Andrew Mayne quizzed Altman over the potential for OpenAI to insert advertising into the much-loved AI model.<\/p>\n<p>Many have touted the move, with the company projected to burn through $26BN and accumulate $14.4BN in losses this year, per the New York Times.<\/p>\n<p>Addressing the speculation, Altman claimed he\u2019s &#8220;not totally against&#8221; the idea. Yet, they aren\u2019t sure what an advertising product would look like.<\/p>\n<p>&#8220;I can point to areas where I like ads,&#8221; said the CEO. &#8220;I think ads on Instagram are kind of cool [and] I\u2019ve bought a bunch of stuff from them. But I think it would be very hard to get it right; it would take a lot of care.&#8221;<\/p>\n<p>Altman then underscored the high degree of trust in the independence of ChatGPT\u2019s outputs, and appeared unwilling to break that.<\/p>\n<p>Indeed, the OpenAI head honcho believes faith in web search has fallen, as with social media, because &#8220;you can tell you\u2019re being monetized.&#8221; <a href=\"https:\/\/www.cxtoday.com\/crm\/openai-ponders-adverts-on-chatgpt-as-it-bids-to-reimagine-commerce-experiences\/\">(Read on\u2026)<\/a>.<\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-finally-gets-unified-contact-center-routing-right-thanks-to-aws\/\" target=\"_blank\" rel=\"noopener\">Salesforce Finally Gets Unified Contact Center Routing Right, Thanks to AWS<\/a><\/h2>\n<p>The Salesforce Omni-Channel engine is a unified routing solution that directs incoming customer interactions to support reps across contact center channels.<\/p>\n<p>However, until recently, it had a glaring gap: voice.<\/p>\n<p>As such, many businesses route calls in the telephony system and digital contacts through the Salesforce Omni-Channel engine.<\/p>\n<p>Not only does that make routing configurations more fiddly, but it makes channel blending across digital and voice difficult.<\/p>\n<p>Thankfully, Salesforce now promises that Service Cloud can route to all channels via its Omni-Channel engine, voice included.<\/p>\n<p>In doing so, it enables smoother work distribution, skill-based and direct-to-agent routing for the channel, alongside centralized configuration.<\/p>\n<p>However, there is a catch: it\u2019s only available to contact centers using Service Cloud together with Amazon Connect, with AWS supporting the behind-the-scenes. <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-finally-gets-unified-contact-center-routing-right-thanks-to-aws\/\">(Read on\u2026)<\/a>.<\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/contact-center\/sanas-files-a-lawsuit-against-krisp-claims-theft-of-intellectual-property\/\" target=\"_blank\" rel=\"noopener\">Sanas Files a Lawsuit Against Krisp, Claims &#8220;Theft of Intellectual Property&#8221;<\/a><\/h2>\n<p>Sanas filed a lawsuit against Krisp, claiming the company created a \u201ccopycat\u201d version of its Sanas AI Accent Translation technology.<\/p>\n<p>In the lawsuit, Sanas takes aim at the Krisp AI Accent Conversion solution released in April 2025, noting:<\/p>\n<blockquote><p>The similarity is not random chance. Krisp did not come up with what it claims is its own, &#8220;new&#8221; accent translation software\u2014Krisp stole it from Sanas.<\/p><\/blockquote>\n<p>As the names of both solutions suggest, the AI technology, which this case revolves around, involves altering accents in real-time.<\/p>\n<p>As of 2024, Sanas worked with\u00a0<a href=\"https:\/\/www.cxtoday.com\/contact-center\/12-of-the-top-20-customer-service-bpos-are-modifying-their-agents-accents\/\" target=\"_blank\" rel=\"noopener\">12 of the top 20 customer service BPOs<\/a>, deploying its software amongst their global contact center agent populations.<\/p>\n<p>Yet, despite launching little more than three months ago, Krisp has already\u00a0<a href=\"https:\/\/www.cxtoday.com\/contact-center\/everise-neutralizes-contact-center-agent-accents-with-ai-the-latest-bpo-of-many\/\" target=\"_blank\" rel=\"noopener\">scooped one of Sanas\u2019 biggest customers: Everise,<\/a>\u00a0which employs 28k+ agents.<\/p>\n<p>Given Krisp\u2019s market penetration with background noise removal technology, it could attract many more big customers.<\/p>\n<p>However, amid this rising competition, Sanas is claiming foul play. <a href=\"https:\/\/www.cxtoday.com\/contact-center\/sanas-files-a-lawsuit-against-krisp-claims-theft-of-intellectual-property\/\">(Read on\u2026)<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From a big new addition to a prominent AI assistant to a controversial possible update to ChatGPT, here are extracts from some of this week\u2019s most popular news stories. Zoom\u2019s New-Look AI Companion Reveals Its Broader Ambitions Zoom has unveiled its new-look AI companion, announcing a series of innovations to boost its agentic capabilities. Chief [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":41345,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61016],"class_list":["post-72175","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-analytics-intelligence","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-autonomous-agents","tag-big-cx-news","brands_to_track-openai","brands_to_track-salesforce","brands_to_track-sanas","brands_to_track-zoom","editorial_type-news","intent-loyalty","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Big CX News from Zoom, OpenAI, Salesforce, and Sanas - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Autonomous Agents, BIG CX News and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Big CX News from Zoom, OpenAI, Salesforce, and Sanas\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Autonomous Agents, BIG CX News and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-07-11T12:25:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:16:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2021\/10\/CX-BIG-NEWS.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Big CX News from Zoom, OpenAI, Salesforce, and Sanas\",\"datePublished\":\"2025-07-11T12:25:31+00:00\",\"dateModified\":\"2025-10-19T08:16:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/\"},\"wordCount\":687,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-analytics-intelligence\/big-cx-news-from-cisco-zoom-openai-salesforce-and-sanas\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2021\/10\/CX-BIG-NEWS.gif\",\"keywords\":[\"Agentic AI\",\"Agentic AI in Customer Service\u200b\",\"AI Agents\",\"Autonomous Agents\",\"BIG CX News\"],\"articleSection\":[\"Customer Analytics &amp; 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