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AI Support Gets Verified
Show Notes
AI assistants are about to change how you contact customer support, but who makes sure they’re connecting you to the real brand and not some scammer? Zendesk just launched the Open Service Directory—a public, cross-platform registry where brands can verify their official customer support endpoints. Early adopters like Betterment, ElevenLabs, and Telekom Payment are in, and if major assistants from OpenAI, Google, and Anthropic plug into it, this could set a new security baseline for automated service. The stakes: safer handoffs, fewer misroutes, and a shot at building real trust in AI-driven customer support.
But here’s the catch—will tech giants buy into a neutral standard, or just create one more directory for brands to manage? Meanwhile, on the enterprise front, CaixaBank is all-in on Google Cloud’s Gemini Enterprise through 2033, betting that “agentic AI” can transform everything from document handling to customer service for its 13 million digital clients. The vision is orchestration, not just automation, but the early data shows a gap: almost all companies think AI makes service better, but only two-thirds of users agree—and people still want a human when things get messy.
Based on reporting from Directors Club News, IT Brief UK, NewsGram, Salesforce, SiliconANGLE, and Telecom Reseller.
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