Cyara today announced new agentic testing and AI governance capabilities that give enterprises the tools to validate, monitor, and control AI agents across voice and digital channels, before and after those agents interact with customers.
Quick Intel
As CX systems move from rule-based workflows to adaptive, agentic behavior, enterprises are racing toward an AI-driven future – but customers aren’t convinced it’s working yet. Gartner predicted that by 2029, agentic AI will autonomously solve 80% of common customer service interactions without human intervention. However, 73% of consumers still say human agents resolve issues faster than AI.
This gap highlights a critical challenge: without consistent validation, governance, and real-world testing, AI risks eroding trust instead of improving experience. As CX systems become increasingly adaptive, probabilistic, and ever-changing, organizations need a new approach to assurance that ensures AI delivers not just efficiency, but reliability and confidence at scale.
"Every enterprise wants to deploy AI agents in their contact center. The ones who actually will are the ones who can prove those agents work, before customers find out they don't,” said Sushil Kumar, CEO at Cyara. “We built these capabilities because the level of assurance has to match the level of autonomy. If you're putting an AI agent on a live customer call, you need to know it will handle the conversation correctly, comply with regulations, and not introduce bias. That's what Cyara now delivers."
This launch is the next evolution of Cyara’s vision for a single unified platform that combines testing, monitoring, performance validation, and AI trust to continuously validate correctness, resilience, and trust across every customer journey.
Cyara’s latest capabilities are purpose built for agentic AI in voice and interactive voice response (IVR), extending continuous assurance across the full CX lifecycle of autonomous AI-driven customer experiences:
"Agentic AI introduces an entirely new risk profile, and Cyara is what allows organizations to control it without compromising speed or innovation,” says Sean Rabago, Senior Service Expert and Capability Lead at Kenway Consulting. “Cyara’s evolving agentic testing capabilities deliver a seamless QA experience across both agentic and non-agentic endpoints. This delivers the confidence to scale AI faster, knowing we can continuously validate performance, detect issues earlier, and maintain consistent quality across increasingly complex AI-driven interactions."
By strengthening AI voice testing and expanding AI Trust capabilities, Cyara’s platform catches what conventional testing misses and empowers enterprises to deploy autonomous AI with confidence.
About Cyara
Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world's leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can't. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale.
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