Phrase, the global leader in AI-powered language technology, today announced a new wave of product innovations designed to help enterprises work smarter, faster, and more effectively across global markets. The release introduces a new AI Translation Agent, AI-led translation, and real-time collaboration in Phrase Studio, as well as enhanced integrations that provide teams with increased speed, control, and efficiency in managing multilingual content workflows.

AI That Works Instantly

The new AI Translation Agent makes advanced generative AI accessible by combining translation and optimization in a single step. It enables businesses to experience high-quality AI translation immediately, without the need for a complex setup. The Agent delivers fluent, consistent output that often eliminates the need for human review, enabling teams to scale faster and reduce time and costs while maintaining high translation quality. This frees up linguists to focus on higher-value tasks, accelerates global delivery, and helps enterprises achieve greater efficiency across their content operations.

Advanced AI and Real-time Collaboration in Phrase Studio

With this release Phrase Language AI is now available directly in Phrase Studio, allowing teams to combine advanced neural and LLM-powered engines with their own terminology, assets, and brand tone of voice in a single environment. This ensures consistency across all content types, including video, documents, and digital channels, while reducing manual edits and keeping every market aligned.

Phrase Studio has also been turned into a collaborative workspace. Teams can now collaborate in real-time on the same project, whether adapting video content, adding subtitles, or producing voiceovers, for smoother teamwork and faster turnaround.

By integrating collaboration and AI into a single workflow, Phrase enables enterprises to manage multimedia content at scale with greater speed, precision, and confidence.

Smarter Workflows and Integration

Beyond new levels of collaboration and AI agents, this release also introduces enhancements that improve accuracy, visibility, and context across enterprise content workflows:

• Live Figma Previews: Real-time translation of Figma previews directly in the CAT editor reduces design bottlenecks and shortens review cycles.
• Smarter Job Sync: Enhanced cross-platform coordination simplifies project management. Smarter job tracking and duplicate prevention keep every project accurate, visible, and under control.
• Custom Fields in Term Bases: Richer context is preserved for linguists, reducing errors and removing workarounds.

Raising the Standard for Enterprise Content

“With this release, we are delivering more than new innovation. It reflects our continued commitment to reshaping how enterprises create and deliver global content,” said Georg Ell, CEO at Phrase. “By combining AI, real-time collaboration, and workflow integration, we are equipping teams with technology that multiplies efficiency and impact across their entire global content operations.”

This latest innovation builds on Phrase’s recent recognition as a Leader in the inaugural Forrester Wave for the language technology industry, an independent analysis that reinforces its role as a trusted partner for enterprises navigating the complexities of global content delivery.

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Blazeo Inc., a leader in omnichannel lead engagement, announced the launch of Blazeo Voice AI, a breakthrough hybrid call center solution that merges advanced conversational AI with live human agents. Designed for businesses where speed and trust are critical, Blazeo Voice AI sets a new standard by delivering instant responsiveness and scalability, while still preserving human empathy for complex or sensitive conversations.

Blazeo Voice AI handles the majority of inbound and outbound calls using real-time, natural-sounding AI automation. The system can answer inquiries, qualify leads, schedule appointments, and capture customer information around the clock. When conversations require nuance, legal sensitivity, or emotional intelligence, calls are seamlessly escalated to Blazeo’s live agents, who continue the interaction with full context of the conversation to provide judgment, reassurance, and personal care.

“AI-only systems fall short when nuance matters, and human-only centers can’t match the speed and scalability businesses demand. Blazeo Voice AI creates a third way—automation first, with a human layer of intelligence and empathy when needed.” said Ashhad Syed, CEO of Blazeo.

Also Read: Agile Marketers Win: Elizabeth Maxson on AI, Composability and Creativity

Built on 15+ Years of Expertise

Unlike many new entrants in the AI space, Blazeo’s platform is built on over 15 years of real-world customer interactions across industries such as legal, healthcare, elective medicine, and home services. This foundation provides Blazeo Voice AI with unmatched accuracy, domain awareness, and the ability to handle conversations that go beyond generic scripts.

With deep vertical expertise, Blazeo has trained its AI to understand the nuances of legal intake, the urgency of home service emergencies, and the sensitivity of medical inquiries—giving businesses confidence that their most important customer conversations are handled correctly the first time.

A Third Way for Customer Engagement

Traditional call centers rely solely on human agents, which means long wait times during high call traffic periods, high costs, staffing challenges and service ramp-up delays. On the other end of the spectrum, AI-only voice bots can leave customers frustrated when they encounter complex needs or emotionally charged situations. Blazeo Voice AI bridges this gap, positioning itself as the industry’s first practical hybrid model:

• Faster than human-only centers: AI answers calls instantly, without hold times, reducing dropped calls and abandoned leads.
• Smarter than AI-only systems: When stakes are high, human agents step in with empathy, legal knowledge, or advanced troubleshooting.
• Scalable and cost-effective: Businesses get the best of both worlds when it’s necessary, improving customer interactions while realizing significant cost savings.

Also Read: Is MarTech Headed for a Great Merger or Splintered Future? Scott Brinker Has Thoughts

Built for High-Value Industries

Blazeo Voice AI is particularly impactful for industries where customer experience and lead capture directly affect revenue:

• Legal Services : AI can perform initial case intake and qualification, escalating to trained intake agents when legal nuance is needed.
• Healthcare & Elective Medicine : Patients get instant answers about procedures and appointments, with live agents available for sensitive or emotional conversations.
• Home Services : AI handles routine scheduling and service questions, while live agents provide support for urgent, high-stakes jobs like plumbing or HVAC emergencies.
• Marketing Agencies : Agencies can resell the solution to clients, ensuring “never miss a call” coverage without ballooning staffing costs.

Seamlessly Integrated

Blazeo Voice AI is integrated with the company’s existing omnichannel platform, which includes AI-powered chat, SMS, appointment scheduling, legal retainer signing, and integrations with hundreds of business applications. This means businesses can maintain conversation continuity across channels, whether a customer starts with a chat, transitions to a phone call, or receives a follow-up via text message.

Early testing among pilot clients has shown cost-per-call reductions of up to 35%, improved after-hours lead capture rates, and higher customer satisfaction scores due to instant response times.

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The 4th Annual Conversational AI & Customer Experience Summit Europe will convene in Munich, Germany, on November 5-6, 2025, bringing together industry leaders, AI experts, and customer experience professionals to explore the future of AI-driven engagement.

Discover the transformative potential of Conversational AI and customer experience strategies. Tailored for learning, networking, and engaging with industry experts, this summit connects you with top professionals. It facilitates knowledge exchange, helping you stay ahead in the evolving field of customer-centric technologies. Conversational AI is already revolutionizing market research and customer service.

Discover more: https://conversationaltechsummit.com/ 

Join us to:

• Gain insights from visionary speakers shaping the future of Conversational AI.
• Network with 150-200 key decision-makers and experts.
• Explore cutting-edge technologies, including innovations in Conversational AI, Natural Language Processing, Chatbots, and Generative AI.
• Engage in interactive discussions on Conversational User Interfaces, Virtual Agents, and Conversational IVR.

Key Benefits of Attending:

• Learn from top industry professionals.
• Discover the latest trends and innovations.
• Expand your network with valuable connections.
• Enhance your skills through expert-led discussions.

Event Details:

• Date: November 5-6, 2025
• Venue: Leonardo Royal Hotel Munich
• Location: Munich, Germany

Register Now: https://conversationaltechsummit.com/tickets/

Don’t miss this leading event in Conversational AI and Customer Experience!

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NiCE announced the successful closing of its acquisition of Cognigy, a recognized leader in enterprise-grade conversational and agentic AI, following receipt of all required regulatory approvals. This brings together two AI industry leaders, each with a proven track record of market leadership, innovation, and customer impact to accelerate AI adoption in customer experience across the front and back office.

By bringing together Cognigy’s AI and NiCE’s award-winning CXone Mpower CX AI platform, organizations of all sizes will transform how they deliver AI-powered customer experience. Cognigy conversational and agentic AI will be enriched with NiCE’s purpose-built CX AI models leveraging decades of CX intelligence, making agents smarter, deployments faster and outcomes more impactful. With this unified power, organizations can scale agentic and conversational AI at speed across CXone Mpower, delivering seamless, intelligent experiences across every customer touchpoint, from the contact center to enterprise-deep workflows.

Both NiCE and Cognigy are leaders in their respective categories for Gartner, Forrester and IDC. Their trusted, third-party-validated capabilities come together to drive AI-first customer experience. To ensure customers have the most flexibility and seamless access to these capabilities, Cognigy will be available both as part of the unified CXone Mpower platform and as a standalone offering.

“This accelerates our vision for AI-first customer experience,” said Philipp Heltewig, former CEO and co-founder of Cognigy and now General Manager, NiCE Cognigy and Chief AI Officer. “With NiCE, we’re expanding our reach and joining forces with the leader in cloud CX to redefine what’s possible, all while continuing to serve our customers as a trusted partner for innovation, speed, and enterprise-grade AI.”

Scott Russell, CEO, NiCE, said, “With the completion of this acquisition, we are bringing together two AI market leaders to redefine the future of customer experience. Together, we are accelerating AI adoption and value realization for global enterprises by delivering one of the industry’s most powerful and comprehensive customer experience platforms leveraging CX models and agentic and human agents powered by decades of CX purpose-built data and insights. We are committed to delivering connected, seamless and intelligent customer experiences around the world.”

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The biggest frustration for online shoppers is a search bar that doesn’t understand them. When a shopper arrives with a specific need in mind, they are met with irrelevant results or a dead end that reads “No results found.” This isn’t just an inconvenience; it’s the critical point where a potential sale is lost.

Against an industry backdrop of website search functions that rely on rigid keyword-matching and fail to comprehend true shopper intent, Gill Capital Group, a leading retail brand development and distribution company, is proactively transforming the omnichannel product discovery experience. By harnessing generative AI (genAI), Gill Capital sets a new standard for the global brands it manages in Southeast Asia, such as H&M, ALO, and On Running.

Through Google Cloud’s AI Cloud Takeoff (AI CTO) program, Gill Capital has embarked on multiple AI innovation projects. One of them involves embedding a gen AI-powered search agent into e-commerce websites and apps (iOS, Android) for H&M Indonesia and H&M Thailand.

Built using Vertex AI Search for Commerce, this AI agent understands the true intent behind search queries in natural language, whether they’re in English or local languages. The agent can decipher a customer’s needs, even if they key in “เสื้อเบลาส์สำหรับวันอากาศร้อนชื้น” (blouse for hot and humid weather) or “tunik elegan untuk Lebaran” (elegant tunic for Eid Al-Fitr) with a typo. By focusing on the meaning of words, not just keywords, it surfaces contextually relevant results. On the backend, the agent also automatically analyzes and organizes a vast product catalog, freeing staff up from the tedious task of researching and adding keywords to each product.

Going a step further, Gill Capital is integrating a conversational agent into these platforms. Also developed using Vertex AI Search for Commerce, this agent serves as a virtual shopping assistant, surfacing personalized product recommendations through multi-turn conversation. It also helps customers with more complex tasks like checking if an item is in stock at nearby H&M stores—creating a seamless connection between digital and physical—or answering questions like, “What’s the return policy?”

After piloting these two solutions with an initial group of users, Gill Capital has validated their effectiveness in boosting engagement and sales. There are now plans to roll them out for H&M Indonesia and H&M Thailand later this year.

Victor Siow, Group Chief Data and Analytics Officer, Gill Capital Group, said: “At Gill Capital, we create innovative, localized retail concepts for brands in our portfolio to help them thrive in Southeast Asia. While search technology has advanced from keyword-matching to semantic and agentic search, many online retailers haven’t kept pace. With Google Cloud, we’re utilizing the same underlying components that power Google Search today to gain a competitive edge. By grounding best-in-class reasoning models like Gemini 2.5 Flash on company data sources, we can also ensure our AI agents provide relevant and accurate outputs. As part of our AI strategy, we’re now bringing these horizontal search and conversation use cases to other brands while pursuing new applications in key areas like supply chain optimization.”

The AI CTO program: Providing a clear pathway to enterprise AI excellence at scale

Google Cloud’s AI CTO program, organized in partnership with Digital Industry Singapore (DISG) under the Singapore Government’s Enterprise Compute Initiative, aims to establish AI Centers of Excellence (AI CoEs) within 300 digitally-mature, Singapore-based companies.

Using a proven Google Cloud framework, the program will help each participating company establish a dedicated in-house unit (i.e., an AI CoE) that will centralize AI-related expertise, resources, and governance; drive technology, process, and people transformation; and ensure AI innovation initiatives are aligned with business objectives and implemented securely and responsibly.

Each company will work with a DISG-appointed, Google Cloud-certified technical consultancy partner to establish its AI CoE. It will receive partner consultancy support, Google Cloud credits, and Google Cloud Skills Boost licenses worth up to SG$500,000 to pilot at least one minimum viable product that addresses a high-value AI use case. AI CTO is designed to help companies create, implement, and scale enterprise AI solutions that boost their competitiveness and unlock new revenue opportunities

Applications are open for the AI CTO program. Google Cloud partners appointed by DISG for the program include Accenture, Aimazing, AsiaPac, Cloud Ace, CloudMile, Deloitte, Endava, Kyndryl, NCS, NTT Data, Onepoint, OniGroup, PointStar, Searce, and Tridorian.

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Zilliz, the company behind the open-source Milvus vector database, today announced that leading enterprises are deploying AI agents at scale using Zilliz Cloud as their foundational infrastructure. Companies like Verbaflo.ai and Rexera are transforming business operations through intelligent agents that deliver human-like responsiveness.

The AI agent market is experiencing explosive growth as businesses automate complex workflows while maintaining personalized customer experiences. Zilliz Cloud has emerged as critical infrastructure enabling this transformation, powering conversational AI agents that understand context, retrieve information instantly, and engage in natural dialogue.

AI Agents Reshaping Business Operations

Verbaflo.ai revolutionized real estate with AI agents handling customer inquiries, property management, and communications 24/7 across voice, chat, and email channels. “Zilliz Cloud has become a strategic enabler for our vision of transforming conversational AI across industries,” said Rachit Jindal, Senior AI Engineer at Verbaflo.ai.

Leading AI company Rexera operationalized AI agents at scale for complex closing processes, powered by Zilliz Cloud infrastructure. Their agents process over 10,000 tasks daily and millions of pages monthly, serving 350+ real estate firms.

The Infrastructure Behind Intelligent Automation

As enterprises move beyond simple chatbots to sophisticated AI agents, Zilliz Cloud provides the vector database foundation, enabling agents to understand context and maintain conversation continuity. The platform supercharges AI agent performance at scale, delivering the speed and reliability needed for enterprise deployments.

Organizations looking to deploy intelligent AI agents can learn more about Zilliz Cloud at zilliz.com/cloud or contact us for deployment consultations.

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Wunderkind, the AI decisioning platform that delivers identity resolution and cross-channel personalization to scale performance and reach, today announced the launch of Wunderkind AI Experiences: a breakthrough portfolio of agentic, personalized messaging strategies.

As marketers face growing pressure to drive revenue, AI Experiences offers a powerful and efficient solution. Unlike traditional tools built on static rules and manual logic, AI Experiences uses advanced identity resolution, real-time behavioral data, and agentic decisioning to deliver the highest performing messages. It determines the best timing and channel for each individual across email and SMS, as well as uses affinity modeling for personalized product recommendations. This drives higher conversions, expands reach and scales personalized experiences beyond what human teams can achieve today.“

“Marketers are tired of building decision trees only to watch them underperform,” said Richard Jones, CRO at Wunderkind. “AI Experiences flips the script. It learns and adapts in real time, continuously optimizing message timing, sequencing, and product recommendations to drive performance without requiring hands-on orchestration. This is lifecycle marketing without the heavy lifting.”

From re-engaging abandoners to recommending the next-best purchase, AI Experiences uses behavioral signals and identity resolution to unlock hyper-relevant touchpoints that drive conversions. By dynamically sequencing campaigns based on individual intent—not pre-set logic—Wunderkind enables marketers to maximize engagement, revenue, and brand loyalty at scale.

Key Benefits of Wunderkind AI Experiences:

• Smarter Targeting: Identify and engage high-intent shoppers with precision, using first-party data and behavioral signals.
• Dynamic Sequencing: Automatically determine the next-best message and moment to send, improving engagement and efficiency.
• Cross-Channel Optimization: Coordinate outreach across email and text in a unified, adaptive flow.
• Effortless Execution: Eliminate complex build-outs and ongoing campaign maintenance with plug-and-play strategies that perform from the start.

“We’re excited to be beta testing Wunderkind’s AI Abandonment capabilities at SMCP,” said Erin Pepe, VP of Digital and Customer Experience at SMCP. “It will take the guesswork out of when and how to reach shoppers—optimizing both the timing and the channel automatically—driving more clicks and conversions than classic journeys.”

AI Experiences arrives at a pivotal time. According to Wunderkind’s 2025 Consumer Insights Report, 87% of shoppers are more likely to purchase from brands that send offers based on their browse and click history. With 95% of website traffic still anonymous, and traditional CRM tools under strain, AI-driven, identity-based outreach and decisioning has never been more critical.

For CRM, lifecycle, and digital marketers seeking higher-impact triggered campaigns with fewer constraints, Wunderkind AI Experiences offers a performance marketing advantage rooted in automation, adaptability, and scale.

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Travel planning has long been a tangled web of disconnected platforms, multiple apps, and endless browser tabs. Travelers juggle flight booking sites, hotel platforms, restaurant reviews, and activity planners, often losing momentum between each touchpoint. This fragmented experience creates friction for travelers and makes it harder for travel brands to build and maintain engagement. 

Now, conversational and agentic AI systems seem poised to resolve those challenges. Achieved not by adding new apps or features, but through their ability to connect every stage of the planning process into a centralized, data-driven interaction that adapts in real time to travelers’ needs. 

The end of travel planning overload 

As travelers demand more streamlined booking experiences, the next competitive edge won’t come from more apps but AI that integrates traditionally siloed functions into one continuous flow. Rather than forcing users to navigate between separate platforms, AI-powered systems handle complex requests through natural conversation. 

This shift is about more than convenience—it’s a reimagining of travel planning itself, and by extension, how travel brands interact with customers. Just as AI tools like ChatGPT and Google Gemini have changed how many people gather information and find answers to questions, AI is transforming travel planning from a scavenger hunt into a guided discovery tour.   

That means that instead of competing for app downloads, companies must focus on creating AI experiences that understand context, remember preferences, and execute complex arrangements through a single intelligent interface. Brands that master this unified approach will capture customer loyalty by becoming the single point of contact for all travel needs. 

Consumer behavior has stabilized around digital-first expectations, with travelers expecting technology to work intuitively. Companies that continue to rely on fragmented experiences risk losing customers to competitors offering more AI-powered end-to-end travel solutions.   

Data-rich interactions drive smarter recommendations 

The power of AI lies in its ability to turn data into value. By analyzing deep customer data—preferences, past behavior, and real-time context—AI systems can deliver smarter, highly personalized recommendations and decisions that drive both conversion and loyalty. Imagine a booking platform that knows, based on a variety of historical and profile data combined with browsing cues, that a traveler is planning a summer seaside vacation, and can automatically recommend a minivan rental and hotel suite large enough to accommodate their family. Wouldn’t that traveler be more likely to convert than if they had received a generic offer?   

Traditional platforms collect vast amounts of data but often fail to connect insights across touchpoints. A user might search for flights on one platform, book hotels on another, and research activities on a third, with each interaction trapped in silos. AI-powered systems change this by creating comprehensive customer profiles that inform every interaction. 

This data integration enables AI to make intelligent trade-offs impossible through conventional interfaces. For example, AI might recommend a slightly more expensive flight because it knows the traveler values shorter layovers or suggest a hotel in a different neighborhood based on known dining preferences. Each interaction makes the system smarter, creating a flywheel effect that improves the system’s ability to serve the customer and strengthens loyalty over time.  

From conversational search to autonomous trip management 

If conversational AI helps travelers search and plan trips using natural language, such as “Find me a flight to Tokyo next month with a window seat and a hotel nearby with a gym,” then agentic AI takes it further by acting on the traveler’s behalf. It can rebook flights if there are delays, suggest restaurants based on dietary needs, or adjust itineraries in real time. This shift turns AI from a simple search interface into an autonomous travel partner that makes decisions and handles logistics without needing user input. 

Travelers are primed for this next evolution. According to Statista, 40% of global travelers have already experimented with AI trip-planning tools, while 12% use AI for both planning and during the vacation. But what does this mean for established travel players? If a single AI agent handles an entire trip-planning experience, do consumers still turn to booking platforms or rely on TripAdvisor reviews? 

This means AI’s role is no longer just in searches and suggestions. It’s in booking, coordinating, and problem-solving, creating a travel experience where planning becomes collaborative rather than transactional. AI becomes the traveler’s co-pilot, handling logistics and monitoring for changes so travelers can focus on the experience, not the mundane, time-consuming details. 

Legacy brands face new competitive pressure 

As big tech giants and AI-first disruptors move deeper into travel, legacy brands face new pressure to strengthen their AI capabilities or risk losing relevance. Companies like Google bring sophisticated technology platforms, mountains of user data, and broad user familiarity that can quickly challenge established travel brands’ market positions. 

Travel brands still have an advantage based on their customer relationships, but this competitive threat requires travel companies to rethink their technology strategies. With this shift accelerating, success depends on travel companies effectively integrating data across touchpoints, investing in scalable AI systems to handle complex scenarios, or partnering strategically where internal capabilities fall short. This transition might seem daunting, but it can start simply, with an audit of existing systems and data. But the important part is to get started—the big tech challenge is not going to abate. 

The challenge is particularly acute for established travel brands with legacy systems, fragmented data architectures, and aging tech stacks. These companies must navigate a tightrope, maintaining existing operations while modernizing infrastructure to support new AI capabilities, often requiring large technology investments. 

The clock is ticking. As AI capabilities advance rapidly and customer expectations shift toward more intelligent, autonomous travel experiences, travel companies must move quickly to assess their AI readiness and develop comprehensive strategies to compete effectively in an AI-driven travel landscape. 

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Share of Model Platform is a single-view interface that enables companies to analyze how different large language models (LLMs) perceive their brands, products, and services. Critically, the new platform can identify whether or not brands are optimizing their digital presence enough to prompt coveted recommendations from GenAI models such as ChatGPT, Google’s Gemini, and Meta’s Llama when people tap into them for guidance.

This solution allows brand marketers, for the first time, to close the loop from LLM research into a digital marketing strategy. In beta trials, the Share of Model Platform helped brands expand their keyword strategy, driving insight around adjusted website text and image assets to appeal more to each model. It was also successfully leveraged for competitive analysis, to understand how AI models perceive competitors and identify gaps in their strategy to dominate emerging opportunities.

“LLMs will increasingly influence customer behavior, and the Share of Model platform enabled us to track and compare each LLM’s perception.”

Danone VP, Global Head of Media & Integrated Brand Communication, Catherine Lautier

Why AI is becoming the Go-To for brand recommendations

“More than a billion people in 100+ countries engage with Google’s AI Overviews every month,” said Jack Smyth, Chief Solutions Officer for AI, Planning, and Insights at Jellyfish. “This marks a transformative moment in the influence and reach of Gen AI. LLMs are no longer just tools; they are a critical part of the customer journey and an audience in their own right. Our Share of Model Platform empowers brands to understand how LLMs perceive their category, competitors and content.”

Speaking at a recent Google and The Brandtech Group event, Gokcen Karaca, Head of Digital and Design at Pernod-Ricard-owned Chivas Brothers, who are part of the Share of Model Platform beta program, commented “The biggest challenge for brands is navigating the overwhelming number of choices consumers face when shopping online. Whether through e-retailers, Google Shopping, or even turning to LLMs to ask, ‘Which brand suits my taste profile?’, consumers are seeking clarity in a sea of options. As brands, we must ensure our products are represented in those critical AI-driven responses. Partnering with Jellyfish allows us to actively shape this new frontier and influence the answers our consumers receive. It’s an exciting journey to be on together.”

Understanding LLM influence across generations

Results from a recent YouGov study further confirm the urgent need for brands to understand how people are using AI tools and their impact and influence on purchase behaviors. Surveying 1,000 U.S. consumers between the ages of 18-65  the importance of Gen AI tools such as ChatGPT is shown to be significant.

The research shows that two-thirds (66%) of 18–24-year olds – aka Gen Z – report that they ask AI models for brand, product and service recommendations. More than half (51%) of 25-34-year-olds similarly turn to LLMs, with this usage dropping to 42% for those aged 35-44 and 31% for the 45-54 age group.

As users rely on these tools, their expectations for recommendations are also rising. Half (50%) of 18-24-year-olds expect AI tools to guide them to the best brands, products or services for them, with a slight decline to 47% among 25-34-year-olds, 35% for 35-44-year-olds, and further decline for those 44 and older.

Brandtech Group Partner & Head of Emerging Tech, Rebecca Sykes commented, “Essentially we are reverse-engineering a marketing approach this way, picking up signals from an entirely new ‘audience’, who’s seen everything you’ve ever made as a marketer and is showing you where the gaps are in your messaging. It’s one way in which we think marketing is going to be entirely disrupted – we’ll be prompted to make content when the signal strength is weak for a benefit/brand value/data point that we need to win in.”

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ContentWise, the AI-powered customer experience company, today introduced the ContentWise Agent Engine, which integrates advanced AI agents and agentic capabilities into its flagship UX Engine platform.

This significant advancement will enable marketing and editorial teams to delegate complex decision-making and automate high-value, recurrent tasks, leading to hyper-personalized content experiences that boost loyalty and retention.

Leveraging cutting-edge multi-agent architectures, including Google’s Agent-to-Agent (A2A) protocol and Anthropic’s Model Context Protocol (MCP), ContentWise is pioneering a new era of intelligent digital experience management.

Creating and managing truly personalized user experiences at scale is a significant challenge.

Teams are often bogged down by complex configuration tasks, manual curation, and the difficulty of interpreting vast amounts of user data and tools to drive KPIs.

ContentWise’s new AI agents are autonomous software units designed to perform tasks, make decisions, and interact with the digital environment based on user-defined goals.

Integrated directly into the ContentWise UX Engine, they connect to a range of external tools and services, empowering teams to move from manual configuration to automated, goal-oriented, multi-step instructions.

How It Works

ContentWise Agent Engine uses a multi-agent architecture with specialized agents for different tasks, like a “Pattern Discovery” agent for analyzing user behavior, and a “UX Configurator” for translating goals into platform settings.

A host agent orchestrates these specialized agents using industry standards like Google’s A2A protocol and Anthropic’s Model Context Protocol.

This allows complex requests, such as “promote trending shows to the right audience,” to be broken down into sub-tasks that are executed collaboratively by the most suitable agents.

Example Use Cases

Powerful agentic use cases enabled by ContentWise Agent Engine.

• Trend-to-Carousel Agent: Leverages real-time social media and online magazine sentiment analysis to proactively identify and highlight trending and highly anticipated content. Editorial lists like “Hot on TV Today” are dynamically updated with peak-anticipation shows, maximizing user engagement.

• Marketing Campaign Agent: Easily integrates with the external marketing platforms (e.g., OneSignal, Braze) to automate the entire campaign lifecycle. For major events like the 2026 World Cup, the agent can enrich user profiles, create precise audience segments within the marketing platform, and then trigger or schedule highly targeted content packages and personalized notification campaigns, all as part of a single, automated workflow.

• Live Sports Agent: Enhances the sports content offering by integrating real-time live event data from external sports data APIs. This enables dynamic updates to editorial lists, targeted notifications, and personalized sports content recommendations.

• UX Simulation Agent: Simulates diverse user journeys across various segments to provide comprehensive insights into content discovery paths and interface usability. The system generates detailed reports on user interactions, identifying pain points and suggesting actionable improvements.

With the ContentWise Agent Engine, we are fundamentally changing the operational paradigm for our customers.

This technology has three clear benefits: it accelerates existing workflows for immediate efficiency gains; it unlocks new, powerful strategies that were not feasible before; and it provides the foundation for future innovation. We believe that a team’s ability to orchestrate AI agents will become the single greatest competitive advantage, and we are putting that power directly into our customers’ hands.

Paolo Bozzola, CEO – ContentWise

“From a technology standpoint, this is a game-changer,” said Paolo Cremonesi, CTO of ContentWise.

“Our agent architecture, built on open standards like MCP and A2A, is designed to break down data silos. We’re moving beyond simple API calls to true orchestration, where agents can intelligently chain together tasks across multiple platforms—our own, and our clients’.

It’s not just about automating a single task; it’s about designing and executing complex, multi-step workflows that can pull from social media trends, trigger a campaign in the UX Engine, and push a notification through an external service, all in one seamless process.

This fundamentally changes the speed of innovation. A complex idea that used to require a development cycle can now be tested in an afternoon, allowing teams to experiment and iterate at a pace that was previously unimaginable.”

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