The Agent-in-the-Middle: Your Customer's AI is Reading Your Messages Before They Do
Intermediated CX - The era of the Agent-in-the-Middle.
Aug 19, 202610 min read75
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Articles tagged with #cpaas
Your brand has one thread. Your customer has three problems.
Say you're a credit card issuer, and one of your cardholders has three things running with you at once. A disputed charge they're chasing. This month's statement, just issued. A replacement card in th
Jul 22, 202610 min read78
WhatsApp Usernames and BSUIDs: Why this change matters for Customer Experience?
WhatsApp has quietly become one of the most important customer interaction channels in the world. Meta CEO Mark Zuckerberg told investors in 2025 that WhatsApp now has more than 3 billion people using
Mar 9, 20269 min read173