This weekly update covers exciting changes in how companies help customers using smart AI agents. AI agents are computer programs that can think, make decisions, and solve problems on their own, which is different from older chatbots that could only answer simple questions.

One major success story is Expedia, a big travel website. Expedia's AI agents now handle more than half of all customer questions by themselves. This means travelers can get help booking hotels and flights much faster. The company also found that AI helps human workers too by giving them quick summaries of what customers need.

Another big company making news is Cisco, which makes computer network equipment. Cisco just launched something called Cisco IQ, a new AI system that connects the entire customer journey. This helps customers get help at every step, from when they first ask a question to when they need follow-up support.

Experts say we're seeing a major shift in customer service. The old way used simple automation that could only handle routine tasks. The new AI agents are smarter — they can understand what customers really need, handle complicated problems, and even guess what problems might happen before customers report them.

Businesses are rushing to add AI because customers want fast, personal help available 24/7. Studies show that 61% of customers want AI interactions to feel personal, and 63% say they would switch to a different company after just one bad experience. This puts pressure on companies to get AI right.

However, not all companies are doing this well. Some customers still find AI frustrating because the AI gets confused or doesn't really understand their problem. The key is making sure AI and human workers work together — AI handles quick, simple tasks while humans help with tricky situations that need real understanding and kindness.

The big takeaway is that AI in customer service is growing fast, but it needs to be done carefully. When companies focus on actually solving customer problems better instead of just cutting costs, both customers and businesses win.