The Agent-in-the-Middle: Your Customer's AI is Reading Your Messages Before They Do
Intermediated CX - The era of the Agent-in-the-Middle.
Series
Agentic AI & Customer Experience
How AI on both sides of the conversation — the brand's and the customer's — is reshaping customer experience strategy, architecture, and channel design.
Posts in this series
The Customer Journey Without the Customer
What do B2C businesses need to rethink as customers hand more of their journey to Personal AI?
AI can find your brand. Can it see why customers should choose you?
Personal Agent Protocol promises better connections between businesses and customers' AI assistants. Our experiments with Muse and Tasks in Gemini reveal the work still needed to get the full offer across.
