Cyara launches agentic testing to help enterprises deploy AI agents with confidence. New voice agent testing and AI governance modules deliver continuous validation for autonomous CX, catching failures before customers do. Cyara, the global leader in AI-powered customer experience (CX) assurance, 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. 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. In March 2025, Gartner(R) predicted that "by 2029, agentic AI will autonomously solve 80% of common customer service interactions without human intervention, leading to a 30% reduction in operational costs." However, 73% of consumers still say human agents resolve issues faster than AI. This gap between AI's projected potential and the current reality 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." What's new. 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 Testing for Voice & IVR, available today with early enterprise deployments underway, provides the assurance layer that turns pilots into product-ready deployments. It tests AI agents with AI agents to catch what scripts can't and detects failures and regressions before deployment and into production. With these capabilities, enterprises can get unified support to validate traditional end-to-end IVR alongside new dynamic AI journeys. * AI Trust, Cyara's award-winning testing suite for optimizing Generative AI-powered CX and the governing layer for AI CX, has expanded through two new modules, Compliance and Bias, available today. The modules identify compliance risks in AI-driven customer interactions and detect bias that could impact customer outcomes and brand trust. Cyara's AI Trust suite provides enterprises with governance capabilities for generative AI systems, including validation for accuracy, bias, misuse, and regulatory compliance. The new Compliance and Bias modules expand this coverage to help organizations detect ethical and legal risks before they reach customers. * In addition, Cyara has launched a recommendation engine for agentic CX, which assists teams in designing and optimizing prompts, and accelerates test development. The new capability makes QA testers effective at agentic CX testing without needing AI/prompt-engineering expertise. It helps users: * Generate prompting strategies for agentic and hybrid tests * Combine scripted and agentic approaches when designing test cases * Improve test coverage and reliability Empowering confidence at scale. Autonomous AI is a major architectural shift in contact centers. As CX operations move to adaptive, agentic journeys, implementation without CX assurance is a brand risk. By strengthening AI voice testing and expanding AI Trust capabilities, Cyara's platform catches what conventional testing misses. "Agentic AI introduces an entirely new risk profile, and Cyara is what allows organizations to control it without compromising speed or innovation. As we begin to see the introduction of agentic AI capabilities alongside existing conversational/generative AI systems, customers need a way to validate both deterministic and autonomous behaviors within a single QA framework," 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." 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.

Cyara, a leader in AI-powered customer experience assurance, has launched new agentic testing and AI governance capabilities to help enterprises validate and monitor AI agents across voice and digital channels. The Austin-based company's platform addresses the gap between AI's potential and current reality, as 73% of consumers still say human agents resolve issues faster than AI. The new capabilities include Agentic AI Testing for Voice and IVR, which tests AI agents with AI agents to detect failures before deployment. Cyara has also expanded its AI Trust suite with Compliance and Bias modules to identify regulatory and ethical risks in AI-driven customer interactions. The platform combines testing, monitoring and AI governance to validate autonomous AI systems before they interact with customers, enabling enterprises to scale AI deployments whilst maintaining quality and compliance.

Cyara: amitha Pulijala on ai-powered customer journey assurance, podcast. Amitha Pulijala, Chief Product Officer at Cyara, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the growing importance of assuring customer experiences across increasingly complex digital and voice engagement channels. Pulijala explained that as organizations deploy more advanced customer engagement technologies - including AI-driven chatbots, voice assistants, and automated workflows - they must ensure that every step of the customer journey works reliably. Cyara focuses on providing tools for testing, monitoring, and optimizing these experiences so enterprises can quickly identify issues before they impact customers. "Enterprises are deploying more automated and AI-powered interactions, and they need assurance that those journeys are working exactly as intended," Pulijala said. Cyara's platform allows organizations to simulate and continuously test customer interactions across voice and digital channels. These capabilities help companies identify broken workflows, performance bottlenecks, and other issues that could disrupt the customer experience. The discussion also highlighted how customer journey assurance is becoming more critical as AI-driven engagement expands across industries. Enterprises need visibility into how automated systems interact with customers and how those experiences perform over time. As organizations gathered at Enterprise Connect to explore the next generation of customer engagement technologies, Cyara emphasized the importance of ensuring that AI-powered customer journeys remain reliable, efficient, and optimized for positive customer outcomes. Video Player