AI Voice Agents Are Coming for Your Call Center’s Top Performer

This week on Funnel Frontier: AI now talks like a human and works like your best rep, thanks to ServiceNow & OpenAI.

This week:

• Forget chatbots. Voice AI is about to run the whole show
• WEF just handed out AI agents like name badges to attendees

Stat of the Week

AI-driven CRM solutions are projected to generate over $1.1 trillion in revenue, as estimated by Salesforce. (CRM.org)

Forget chatbots. Voice AI is about to run the whole show 📞

Most AI in CX is all bark, no resolution. It chats, it sympathizes, it offers to “check on that”… and then punts to a human.

That’s what ServiceNow and OpenAI just teamed up to fix with speech agents that get actual work done. Like… trigger a refund. Close a case. Navigate your 2002 back-office app that hasn’t heard of an API.

🛠️ AI that talks the talk and works your legacy stack

Most AI tools talk a big game, but still need a human to press the buttons. With OpenAI’s latest models baked into ServiceNow, speech agents trigger actual workflows mid-call.

And because not every system has an API (looking at you, 2007-era backend), ServiceNow is adding OpenAI’s computer-use models—so agents can click, type, and navigate legacy tools just like a person. That means AI doesn’t stop where your tech stack starts aging. It keeps going.

Oh, and it’s all wired into ServiceNow’s CMDB and governed through their AI Control Tower, so actions stay traceable, secure, and auditable—especially when money, compliance, or customer trust is on the line.

📡 What does this mean for CX and for your stack?

You’ve probably got AI that chats. Maybe even routes tickets. But this? It’s AI that finishes the job.

With OpenAI’s newest models embedded into ServiceNow, the phone call becomes the workflow. You say “refund,” it checks policy, updates the account, routes it through finance, and closes the loop while you’re still on the line.

And legacy tools aren’t an excuse anymore. These models don’t need APIs. They use computer-vision-style automation to click through your crusty desktop systems like a rep who’s seen things.

So what should you be doing now?

• Audit your “almosts.” How many journeys start strong, then stall on approvals or back-office glue?
• Pressure-test your voice AI. Can it actually take action or just hold the line until a human logs in?
• Plan for explainability. If your AI touches money, data, or compliance, you need to know what it did, why, and how to undo it if it goes rogue.

This isn’t just a chance to cut costs. It’s a blueprint for smarter service, and the teams that adopt it now will be miles ahead when AI becomes the default, not the differentiator.

The Week @ CRM.org

Best CRM Marketing Software. A marketing CRM is like your business's GPS (i.e. it better work). 

Operational CRM Explained. Think of it as the boss that actually makes your sales team work smarter, not harder.

🌸 Weekly Bloom 🌸 

Better User Onboarding 101. Because you wouldn’t just throw someone in a pool and yell “Swim!”

WEF just handed out AI agents like name badges

Forget agendas, PDFs, and that intern who swears they emailed the briefing. At this year’s World Economic Forum (WEF), every attendee got their own personal AI agent.

Meet EVA, the agentic assistant built on Agentforce 360 and deployed at Davos to help 3,000+ global leaders survive (and thrive in) the most overscheduled week of their lives.

🧠 What EVA actually does

EVA is your brainy, backstage co-pilot built in just six weeks by a four-person Salesforce team. EVA pulls from the Forum’s internal data, Salesforce CRM, ops systems, and institutional knowledge. It understands what matters, and acts on it.

• Running late to a session? EVA gives you turn-by-turn directions across the campus.
• Want to prep for a meeting? EVA builds the briefing: bios, themes, and talking points included.
• Need to network like a pro? EVA suggests high-impact bilaterals and then books them for you.

As attendees interact, EVA learns what they actually care about, and gets sharper by the minute. It’s context-aware, multilingual, and always one step ahead. And because it’s wired into Agentforce 360, everything’s governed, secure, and scalable without humans burning out in the background.

🔄 Why this matters beyond WEF

EVA isn’t just a cool party trick for power players in puffer coats. It’s a prototype for something much bigger: how agentic AI can drive personalized, high-stakes, high-context experiences at scale without adding headcount.

The lesson for regular people? Start thinking about your own EVA.

• Could your onboarding flow use a briefing bot?
• Could your support journey stop repeating itself with every channel switch?
• Could your sales team use prep that doesn’t start at 8 a.m. in someone’s inbox?

If an agent can brief a policymaker on global water security while navigating a Davos blizzard, it can probably handle your Q1 renewal pipeline.

🧩 How to get started

You don’t need a world summit to build one of these. The building blocks are already inside most orgs—your CRM, your knowledge base, your calendar data. The unlock is context + orchestration.

Look at your workflows and ask:

• Where are people stitching together data manually just to take the next step?
• Where does speed matter more than polish?
• Where would a little prep unlock a lot more performance?

Start there. You don’t need a WEF engineering squad—just a team that knows your data and dares to ship.

Galactic Gourmet

CRM blips from around the web

Amazon launches 30-minute delivery in London. Amazon debuts Amazon Now, a new ultra-fast delivery service in Southwark offering thousands of essentials in 30 minutes or less. Prime members get discounted fees, with plans to expand across the UK.

NiCE launches Cognigy Simulator to test AI agents at scale. NiCE introduces Cognigy Simulator, a performance lab for safely evaluating and improving AI agents before and after deployment. Enterprises can now run thousands of simulations to validate task success, reliability, and CX quality.

SAP introduces Demo Data Personalization add-on. SAP has launched a new personalization add-on for its Demo Environment 2.0, letting partners tailor demos in minutes without backend changes. Powered by Saleo, it helps make every demo feel like the customer’s own system.

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