Cyara has announced a new suite of agentic testing and AI governance tools, which are meant to enable enterprises to deploy AI agents with more assurance through testing and monitoring, both before and after interactions, in voice and digital channels of customer experience. This comes in response to a critical “trust gap,” which has hindered the adoption of agentic AI, even though its potential for automating complex customer service processes has been recognized.
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With these capabilities integrated into its existing AI-driven CX assurance platform, Cyara seeks to ensure that autonomous agents behave in predictable ways and are consistent with regulatory and brand guidelines and risk and quality parameters set by the enterprise. This announcement thus represents a recognition of the need for robust governance structures at the enterprise level as more and more organizations move AI agent deployments out of the test and into the production environment, where unpredictable behavior can result in a negative impact on customer satisfaction and operational integrity.