Cyara, the global leader in AI-powered customer experience (CX) assurance, 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® 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.

Marketing Technology News: MarTech Interview With Fredrik Skantze, CEO and Co-founder of Funnel

“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:

Marketing Technology News: The Death of Third-Party Cookies Was Just the Start. Are You Ready for Consent Orchestration?

• 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.”