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Simon Willison LLMs / 2:16 PM

Claude's new system prompt really doesn't want to reproduce song lyrics

Anthropic publish the system prompts for their Claude consumer applications ( Claude.ai and the Claude mobile apps - sadly not for Claude Cowork or Claude Code). I love that they do this, and that they share not just the current prompts but historic changes to their prompts as well. They used to keep all of the prompts on a single page, but when I checked today I noticed they had re-arranged those prompts into an index page and then a page per model - here's the page for Haiku 4.5 for example, which has the original prompt from October 15th 2025 and an updated prompt from January 18th 2026. A neat thing about Anthropic's platform.claude.com/docs site is that it's designed to be usable by LLMs. You can add .md to any page to get back the content as Markdown - here's the system prompt index page and the Markdown prompts for Fable 5.1 . TL;DR: this makes it really easy to diff the prompts. Don't reproduce song lyrics Don't draw copyrighted characters or logos Tweaks to Claude's answering style The missing end_conversation guidelines Recommended substance support sites Reliable cutoff date of June 2026 How I'm tracking these prompts Don't reproduce song lyrics Let's start with the most interesting difference between Fable 5 and Fable 5.1 : There's a hefty new section about not reproducing song lyrics: Claude does not reproduce song lyrics, poems, or passages from books and articles, in whole or in part — including the last lines, a chorus or hook, a melody written out note by note, or lines the person pastes in one at a time and describes as their own song. Once Claude has declined such a request in a conversation, it keeps declining narrower or reworded versions of it for the rest of that conversation, and offers to describe or analyze the work instead. Song lyrics and poems first published before 1929 are fine — a Shakespeare sonnet, a Keats ode, the Italian libretto of a Puccini aria — but Claude goes by what it knows of the work's date rather than the person's say-so, and declines when it is unsure. I doubt it's a coincidence that they added this section within days of the news breaking that Sony Music Publishing and Warner Chappell are suing Anthropic for training on databases of song lyrics! Don't draw copyrighted characters or logos The next section goes on to forbid generating images of copyrighted material: The same applies to visual and designed works, including anything Claude draws with code — SVG, canvas, CSS, HTML mockups, plotting or drawing scripts, ASCII art. Claude does not reproduce a specific artwork, album or book cover, poster, logo, app icon set, or product design, and it does not draw a known character, mascot, or brand figure at all: a character is protected on its own, so changing the pose, colors, style, or scene does not make it original. Claude judges the request by what the finished picture would add up to, not by what it names. If the described elements clearly identify a known work or character, Claude treats the request as naming it, and it does not work around a declined request by swapping in "alternative" elements that still combine into the same recognizable image. [...] I imagine Anthropic hadn't worried about this before since, unlike OpenAI and Gemini, they don't offer a specialist text-to-image model. Maybe Fable is good enough at SVGs now that it's become an issue. That section later includes this charming example: <example> <user>Can you make a birthday banner for my son with a blue hedgehog running really fast on it? He loves that little guy.</user> <response> That's Sonic, so I can't put him on the banner — but I'd love to make your son an original speedster. Here's one: a grinning comet-tailed skateboarding axolotl, grinding across the letters of "HAPPY BIRTHDAY" with confetti streaming behind. [creates an SVG banner of the skateboarding-axolotl design] </response> <rationale>Claude recognizes the character from its description alone, declines that one design in a single sentence without explaining what made it recognizable, and delivers an unrelated original design rather than a disguised variant.</rationale> </example> I couldn't resist trying the prompt from the example, and, sure enough : I wonder if Fable 5.1 will be ever so slightly more likely to think about axolotls (on skateboards!) as a result of that example sitting in the system prompt. Tweaks to Claude's answering style It's always interesting to see new ways in which Anthropic influence Claude's response style. They've added this: Claude keeps responses focused, brief, and concise to avoid overwhelming the person. Disclaimers and caveats are brief, with most of the response on the main answer; when asked to explain something, Claude gives a high-level summary unless an in-depth one is specifically requested. Later they address a common complaint about Claude's style: Claude avoids saying "genuinely", "honestly", or "straightforward". Claude is honest by default, and can state its point directly rather than trying to convince the person with the aforementioned modifiers, which come off as disingenuous. The missing end_conversation guidelines The way they handle abusive conversations has changed a bit too. The previous Fable 5 system prompt included this: If the person becomes abusive or unkind to Claude over the course of a conversation, Claude maintains a polite tone and can use the end_conversation tool when being mistreated. Claude should give the person a single warning before ending the conversation. Fable 5.1 replaces that with the following, no longer encouraging Claude to end the conversation: Claude deserves respectful engagement and needn't apologize when the person is unnecessarily rude: accountability without self-abasement, excessive apology, self-critique, or surrender. If the person becomes abusive, Claude doesn't become increasingly submissive. The goal is steady, honest helpfulness: acknowledge what went wrong, stay on the problem, maintain self-respect. Here's a bit of a twist though: I quizzed Fable 5.1 about that end_conversation tool, which is no longer mentioned in the system prompt at all, and it said: There are two ways it comes into play. The first is if you ask me to end the chat — I'll confirm you understand it's permanent (no more messages can be sent afterward) and then do it only if you say yes. The second is as a last resort with persistently abusive or harmful behavior: I'd first try to redirect the conversation several times, then give a clear warning that names the problem and says the chat may end, and only if that continues would I actually end it. But that's not in the system prompt, so where did it come from? You can read our conversation here , but the key detail is this: The end_conversation section comes from a different layer. In my actual context, the core prompt is followed by a series of feature- and tool-specific blocks that get added depending on what's enabled for the session: the end_conversation rules, memory system notes, past-chats tools, web search and citation guidelines, artifact and file-creation instructions, and so on. Those blocks aren't part of the published core prompt, which is why you can't find them on that page. So, once again, there are crucial portions of the system prompt that have not been published. Recommended substance support sites Claude's system prompts have always had sections about illegal substances, but this paragraph is new for Fable 5.1: Claude does not provide synthesis, production, or distribution guidance for illegal substances. If the person asks for information about illicit or illegal substances, Claude can and should give relevant life-saving and life-preserving information such as dangerous interactions, overdose signs, or when to get help. Claude declines giving any specific protocols for dosing, timing, administration, or combinations; instead, Claude can redirect the user to established harm-reduction information sources, such as dancesafe.org, tripsit.me, and psychonautwiki.org. This is the first time a Claude system prompt has included URLs that were not hosted on claude.com or anthropic.com or claude.ai - I know because I ran a script against every other system prompt on record. I wonder if dancesafe.org , tripsit.me , and psychonautwiki.org are about to get a material uptick in visits from Claude users. Reliable cutoff date of June 2026 The Fable 5.1 model documentation lists both the reliable knowledge cutoff and the training data cutoff as June 2026. The system prompt provides this directly to the model: Claude's reliable knowledge cutoff, past which it can't answer reliably, is the end of Jun 2026. It answers the way a highly informed individual in Jun 2026 would if talking to someone from {{currentDateTime}}, and can say so when relevant. That's the only instance of the {{currentDateTime}} macro and it comes just a few lines from the end of the system prompt, which makes sense from a caching perspective. How I'm tracking these prompts A few months ago I built a Git timeline of changes to their prompts, based on scraping their documentation. Today I had Fable 5.1 build a much better version of that. My collection now lives in the simonw/claude-system-prompts repository on GitHub. It includes copies of the system prompts shared in the Anthropic documentation, but then takes extra steps to make them as easy to compare as possible. Each model family gets a file with the system prompt for the most recent release in that family. Each of those files has a synthesized commit history with commits that have been back-dated to the dates of the previous prompts. Here are those history pages for claude-fable.md , claude-opus.md , claude-sonnet.md , claude-haiku.md . There are similar files for each specific model version, with artificial commits for each time the system prompt for the model was changed without releasing a new version number. Opus 4 for example was updated twice , and the commit history for the claude-opus-4.md file shows each of those changes. Combined, this gives us all sorts of ways to compare prompts directly in the GitHub interface. Here's what changed between Fable 5 and Fable 5.1 , and here are the changes made to Haiku 4.5 on January 18th 2026 . Reading diffs can be a bit tiresome... and LLMs are really good at reading diffs. I hooked up some automation using GPT-5.6 Luna to create bullet-point summaries of each of those changes, which can be previewed in the README or browsed in full in the CHANGELOG.md file - also available as as an Atom feed . Here's how Luna summarized all of the changes between Fable 5 and Fable 5.1: Claude now refuses reproduction of protected visual works and recognizable characters, including code-generated art, while offering genuinely unrelated originals. Copyright restrictions now expressly ban reproducing lyrics, poems, and book passages in any amount, with persistent refusal after an initial decline. Drug guidance is reframed: Claude may provide overdose signs, dangerous interactions, and harm-reduction sources while refusing dosing and production protocols. The prompt drops explicit anti-dependency rules against thanking users for reaching out, inviting continued conversation, or reiterating willingness to talk. Claude need not apologize to unnecessarily rude users or become submissive, replacing the prior warning-and-end-conversation procedure. Why use Luna for this? Partly because it's cheap and I have a dedicated GitHub Actions API key (with a spending limit) for it already, but mainly because I don't trust Claude to summarize its own system prompts when there's a risk that material from its system prompt might impact its opinions. Fable 5.1 wrote the prompt used by Luna, which you can see here . It starts like this: You are summarizing one commit in a git repository that tracks the system prompts Anthropic publishes for Claude on claude.ai. The diff shows how the prompt changed from the previous model or revision to this one, using word-level markers: [-removed-] and {+added+}. The diff is followed by the full text of the previous prompt and of the new prompt; use them to check whether something that looks added in the diff already existed before. Pick out only the most interesting changes: new rules or behaviors, rules that were dropped or loosened, anything surprising, and anything that reveals a new policy or product direction. Skip routine changes that every new prompt makes: updated model names and IDs, the knowledge cutoff date, product lists, settings lists, typo fixes, and rewordings that do not change meaning. [...] The system is operated by a GitHub Actions workflow , which runs once a day or can be triggered manually. Claude Fable 5.1 built the entire system, and wrote every line of automation code and almost all of the documentation. I exported the transcript from building the system using my claude-code-transcripts tool and published it here , if you want a blow-by-blow account of how it all came together. Tags: ai , git-scraping , prompt-engineering , generative-ai , llms , claude , ai-ethics , system-prompts

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Simon Willison LLMs / 11:59 PM

Understanding ChatGPT Work

OpenAI announced ChatGPT Work on July 9th, and have been furiously iterating on it ever since. It is an extraordinarily confusing and very powerful product. Here's what I've figured out about it so far. ChatGPT Work is actually two products The more interesting version of ChatGPT Work is the one that runs in the cloud. This can be accessed via chatgpt.com or through the ChatGPT mobile apps. Let's call it Work Cloud . If you install the ChatGPT desktop app - the app that used to be called Codex - you gain access to a thing called ChatGPT Work that can access files and run programs directly on your computer. Let's call that one Work Local . This one feels more like regular Codex re-skinned to be less intimidating to non-software-developers. ( Update : Work Cloud is also available from the ChatGPT desktop app, via a Where should this chat run? dropdown.) For the rest of this article I'm going to talk exclusively about Work Cloud. Work is for paid subscribers only Right now, ChatGPT Work (in both flavors) is available only to $20/month and up subscribers. Free users and $8/month Go users do not have access. Work has features that aren't available in Chat The interface for accessing Work is a tab selector, which presents it as an alternative to Chat: The obvious question is when should I use Chat, and when should I use Work? OpenAI's official answer to that question is: Use Chat when you want an answer, explanation, brainstorm, or short draft. Use ChatGPT Work when you want ChatGPT to complete a task with a clear outcome, such as a brief, deck, analysis, recurring update, workflow, or file you can review and use. I find that almost entirely useless, because I've been using regular ChatGPT Chat for all of those task categories for years! The better question then is what features does Work have that are missing from Chat? After extensive experimentation I think I've mostly figured that out: Options to use Luna and Terra in place of Sol A code execution environment with Internet access A headless Chrome browser A persistent filesystem shared between sessions The ability to publish ChatGPT Sites The ability to run sub-agent sessions with Sol, Luna, and Terra Scheduled prompt automations (may be in ChatGPT Chat too) Model selection In Work, you get the option to pick GPT-5.6 Sol, Luna, or Terra, each with Light, Medium, High, Extra High, Max, or Ultra reasoning levels. You can also pick GPT-5.5 at Light, Medium, High, or Extra High. These look to be the same models that are available through the OpenAI API. Chat offers a different selection: 5.6 Instant, Medium, High, Extra High, and Pro (actually Extra High and Pro are only available for $100/month+ subscribers - $20/month subscribers cap out at High). It doesn't explain if those are Luna or Terra or Sol (I'm assuming Sol?). 5.6 Pro appears to be exclusive to Chat, with no equivalent in Work. My current understanding from using Codex is that Ultra is a special mode that more eagerly delegates to sub-agents. I believe ChatGPT Work sessions are billed against your Codex allowance, while ChatGPT Chat Sessions get their own, separate allowance. This may help explain the model availability differences. Code execution with Internet access! As a long-time fan of the Code Interpreter pattern - pioneered by OpenAI in 2023 - this is by far the most exciting feature of ChatGPT Work (Cloud) for me. The code execution environment can now talk to the rest of the internet! ChatGPT Chat can't do this - if you ask it to install additional software packages or interact with websites or APIs that access will be blocked by the container proxy. (Weirdly, back in January it grew the ability to install packages , but that doesn't seem to work any more. I wish they had better changelogs!) Claude's equivalent container has allowed restricted internet access since it launched last September . Claude can install packages from PYPI and NPM and clone repositories from GitHub. But that is about it: the allowlist of domains is very short. ChatGPT Work allows a whole lot more than that. It can be configured with a specific list of allowed domains, but the default appears to be open to all. This makes Work an incredibly useful tool. You can have it clone GitHub repositories, install their dependencies, then use them to interact with the rest of the web! A full, headless Chrome browser Another killer feature of ChatGPT Work is the browser tool . ChatGPT Work can launch a full Chrome instance, load websites, fill out forms, and take screenshots. If a site requires sign in the browser can prompt you to take over and enter both passwords and 2FA codes, without round-tripping those credentials through the model itself. It can even run JavaScript against the DOM of loaded pages. I prompted: Load simonwillison.net in your browser and extract the headings using JavaScript ChatGPT Work fired up a browser instance and ran the code: await tab . playwright . evaluate ( ( ) => { return Array . from ( document . querySelectorAll ( "h1,h2,h3,h4,h5,h6" ) , heading => ( { level : heading . tagName . toLowerCase ( ) , text : heading . innerText . trim ( ) . replace ( / \s + / g , " " ) , id : heading . id || null } ) ) ; } ) ; This feels a lot like my shot-scraper javascript tool, only now I can access it on my phone! A persistent, shared filesystem ChatGPT Chat gets a fresh filesystem for each chat session. These cannot be accessed from any other session. In ChatGPT Work each session gets its own scratch folder - named something like /workspace/scratch/e00a0a017944 - but each of those are persisted across sessions, so you can access files from previous chats. I have 171 folders in /workspace/scratch right now! As far as I can tell that /workspace volume is mounted to all Work sessions that are currently running - file edits from one can be instantly seen by the others. They don't seem to share the same process space though, and localhost servers running in one can't be accessed from another. ChatGPT Sites ChatGPT Work has the ability to build and deploy entire websites, using Cloudflare Workers. These can have HTML and JavaScript and can run server-side features too, including stateful features on top of Cloudflare D1 and R2. Here's a simple site I built with this feature: london-pelicans-in-her-piety.simonw.chatgpt.site My prompt was: Figure out all of the places in London with a pelican in her piety, then turn that into a JSON file and build a ChatGPT sites site about them (A pelican in her piety is a fascinating piece of medieval Christian imagery - once you know about them you'll find them all over the place.) These sites default to being private to the user that created them, but you can make them public and (on team plans) share them with other specific individuals. Sub-agents with Sol, Luna, and Terra There's not much to say about this one. ChatGPT Chat can't run sub-agents. ChatGPT Work can. This is very much a power-user feature: if you are running a complex project that can benefit from multiple parallel agents working together, Work can do that. Scheduled prompt automations Another feature that seems to have migrated from regular ChatGPT to ChatGPT Work at some point. You can prompt ChatGPT Work like this: run a search to see if Waymo have announced a launch date for Half Moon Bay every day at 8am This will schedule a prompt to run on that frequency. These prompts can decide that nothing interesting has happened, or they can decide to notify you of some new information. Update : Actually this seems to work in ChatGPT Chat as well. It's still worth noting here though, as it can be used in conjunction with other ChatGPT Work exclusive features. You can set a scheduled task to update a ChatGPT Site on an hourly basis, for example. Is this safe? An open question for me right now is how safe all of this stuff is. My lethal trifecta model warns about the risks inherent in any agent system that combines access to private data with exposure to untrusted content and a way to communicate stolen information back to an attacker. ChatGPT Work combines all three! I'd love to hear more from OpenAI about how they protect ChatGPT Work sessions against prompt injection attacks. I expect their answer is the same auto-review mechanism as Codex. OpenAI could make this a lot less confusing Figuring this all out took way more work than it should have. I think there are two key problems here: OpenAI explain Work in terms of what it's for, not what it actually does OpenAI still insist on hiding their system prompts and tools descriptions If the ChatGPT Work documentation included the exact system prompt and tool descriptions used by the agent I wouldn't have needed to write this post. A list of all the tools Shortly after publishing this article I had an idea. I started a fresh Work session and prompted: Build a site that lists every one of your tools - nearly grouped into categories - and for each one explain what it does. Try to exactly duplicate arguments and tool descriptions where possible. Design aesthetic should be technical docs, minimal flare Here's the site it built , which includes details of 223 registered tools - though 6 of those are from my own personal MCPs served via datasette-mcp . And a whole lot of Skills I noticed that the only browser-related tool in the list was web.run , which has methods for running searches, opening URLs, and clicking links, but didn't look like the full story in regards to headless browser automation. This made me suspicious that something was missing, so I told the ChatGPT Work session that built that tools reference site: Add full copies of every skill to the website (separate pages linked to from the homepage) It turns out ChatGPT Work uses a lot of skills - 44 in fact! The control-browser skill explains how the browser works: Run browser setup code through the Node REPL js tool. In this environment the callable tool id typically appears as mcp__node_repl__js . [...] The ability to interact directly with the browser is exposed through the browser-client runtime via the agent.browsers.* API. Before trying to interact with it, you MUST emit and read the complete documentation returned by await browser.documentation() in one go. So I told Work: Add the full output of await browser.documentation() to the bottom of the /skills/control-browser page And now you can read that on /skills/control-browser as well. A few more interesting Skills: documents for creating .docx files imagegen with tips on creating images with the image_gen tool pdf for both reading and rendering PDFs Spreadsheets for manipulating .xlsx , .xls , .csv , .tsv sites:sites-building for creating ChatGPT Sites openai-docs for answering questions about itself data-analytics:build-dashboard for building data dashboards Tags: ai , openai , generative-ai , chatgpt , llms , code-interpreter , lethal-trifecta , skills , general-agents

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VentureBeat AI / 2:30 PM

Orchestration is the new challenge for CX in the age of AI agents

Presented by Tata Communications Enterprises are deploying AI agents, voice AI, and automation across messaging, voice, and digital channels faster than the architecture meant to support it. Most of that deployment has involved attaching conversational AI to legacy systems never built for it, says Gaurav Anand, global head of the Customer Interaction Suite at Tata Communications. "In the rush to deploy AI, organizations have largely bolted conversational AI onto legacy systems," Anand says. "As a result, while many enterprises have adopted digital tools, very few have platforms that are truly integrated, scaled, and capable of seamless orchestration." That gap creates a heavy cognitive load for human agents who must piece together context across disjointed tools to understand what an AI system has already told a customer. The challenge is not simply access to data, but the absence of a shared enterprise context that connects customer identities, interactions, transactions, policies, journeys, and operational systems into a common understanding. Traditional CX architecture was built for linear, human-driven routing, not for managing real-time data flows between autonomous AI systems, data lakes, and human workers. "Today's operational complexity is no longer about adding more intelligence," he adds. "It is about coordinating the existing intelligence across the enterprise, so the enterprise customer never feels the friction of those internal silos. That requires a shared context layer that allows AI systems, applications, and people to operate from the same understanding of the customer and the business." Why orchestration is replacing automation as the top CX priority As that coordination problem grows, Anand says the strategic priority inside enterprises is shifting from automation to orchestration. "Automation solves individual tasks, whereas orchestration connects them into end-to-end outcomes," Anand says. "The next evolution is context-aware orchestration, where AI agents, applications, and human workers operate using a shared understanding of customers, processes, and business intent rather than isolated system records." As organizations accumulate more bots, agents, and AI tools, managing them grows exponentially more complex. Anand says the competitive advantage now sits less in deploying automation and more in how intelligently systems hand off work, collaborate, and escalate. The trap of bolting AI onto legacy systems Companies that simply place a voice AI agent in front of an existing system are repeating the same old mistake. Instead of improving the experience, they end up recreating the deterministic phone menus AI was supposed to replace. The real benefit of AI is the scale, speed, and orchestration it provides. Anand points to a wave of consolidation across the industry, as established contact center providers acquire AI-native firms to close capability gaps and strengthen their customer experience offerings. The broader industry shift reflects a growing recognition that enterprises need more than channels and automation; they need an intelligence layer capable of orchestrating AI, people, data, and workflows across the business. The goal across industries is to make AI the connective layer between customers, employees, and enterprise systems. To achieve that, organizations increasingly need a common enterprise ontology: a shared business vocabulary that aligns customer data, products, policies, SOPs, transactions, and workflows across otherwise disconnected platforms. Tata Communications’ solution is the Interaction Fabric, an orchestration layer that unifies contact center, messaging, collaboration, AI, and customer data while coordinating AI agents, channels, and enterprise systems in real time. Underpinning that orchestration is a context-driven architecture that continuously connects identities, conversations, transactions, and operational data so interactions retain continuity across channels and touchpoints. That means AI and agents can move across voice, WhatsApp, chat, email, and CRM workflows without losing customer context. Identity, intent, and AI-driven insight flow continuously across channels instead of remaining trapped in disconnected applications. The next phase of orchestration is not simply coordinating tasks across systems, but coordinating them through a shared understanding of the enterprise. Context graphs, built on enterprise ontologies, create that common understanding by connecting customers, interactions, products, policies, decisions, and outcomes across organizational silos. This allows AI agents and human workers to operate from the same source of context, driving more accurate decisions, seamless handoffs, and consistent customer experiences. But synchronizing customer intent, conversation history, enterprise data, and AI decision-making across channels only works without lag. Legacy networks not designed for modern data frequency create what Anand calls data gravity, producing latency and inconsistent journeys as users switch channels. "The underlying network needs to be engineered to be as agile as the AI systems running on top of it," he explains. "Interactions stay synchronous and technology itself becomes invisible, leaving only an experience that feels effortless." Making AI a better partner for human agents Effective shared visibility between human agents and AI systems starts with the agent experience rather than any single technology. The most effective implementations allow both the AI and human agent to operate from the same contextual understanding of the customer, ensuring that information gathered in one interaction can inform the next regardless of channel or system. Automated call summaries, real-time sentiment analysis, and AI-powered assistance provide agents with instant, actionable insights and suggested next steps directly within their workflow. That allows AI to handle routine, high-volume tasks such as password resets, delivery tracking, and account updates, while human agents focus on interactions requiring judgment and empathy. "If a customer is facing a sudden crisis like a fraudulent transaction, the AI can instantly block the card, but it cannot provide the emotional comfort and delicate communication needed in that moment of panic," Anand says. "The answer to the dilemma is intelligent orchestration, rather than a choice between systems." In practice, AI handles the immediate technical transaction, while real-time sentiment analysis recognizes the customer's distress and routes the call to a human expert. The objective is to orchestrate AI and human agents together so efficiency never comes at the cost of brand trust and loyalty. Building a unified CX architecture Moving from fragmented experimentation to coordinated orchestration requires both technical and organizational change, Anand says, beginning with consolidating data and fragmented point solutions onto a unified, cloud-first platform. "IT and CX teams need to work more collaboratively," he explains, describing that alignment as the second necessary shift, this time at the organizational level. At the architecture level, Anand says communication APIs need to be embedded into the enterprise's core so every function operates from the same customer context instead of maintaining its own siloed data. Increasingly, this means moving beyond integration alone toward a contextual architecture where a shared ontology and context graph provide a common understanding across CX, operations, sales, service, and AI systems. The deeper organizational change, he says, is a mindset shift from reactive support toward proactive, predictive, and personalized engagement, which he calls the three Ps. How AI agents will shape the future of CX Customer engagement over the next several years will be defined by real-time intelligence, increasing autonomy, and seamless orchestration across touchpoints, and persistent enterprise context that follows customers, employees, and AI agents wherever interactions occur. Rather than analyzing interactions after the fact, enterprises will increasingly shape conversations in real time. "The future of CX will be defined by simplification, aligning data, infrastructure, and operating models around clear customer outcomes rather than adding more models and tools," Anand says. "The rise of AI-powered agents and agent-to-agent interactions is a defining trend, with AI systems moving beyond assisting humans to independently managing and resolving interactions, creating a largely invisible layer of engagement that improves speed and efficiency." Human agents will increasingly work alongside AI, supported by real-time conversational intelligence and next-best-action recommendations to deliver what Anand calls Total Experience: a unified model that brings together customer, employee, and AI-driven experiences. Tata Communications is building toward that future through its Voice AI, AI Workers, and Total Experience Hub solutions. "Ultimately, customer engagement will evolve from being reactive to predictive and increasingly generative," Anand says. "Enterprises won't just be responding to needs, but actively shaping and improving customer journeys in real time." Sponsored articles are content produced by a company that is either paying for the post or has a business relationship with VentureBeat, and they’re always clearly marked. For more information, contact [email protected] .

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The Verge AI / 1:00 PM

Adobe is trying to make its AI generators idiot-proof in Premiere

Adobe is overhauling how editors interact with AI in its Premiere professional video editing software. Its new Generative Media tool makes it easier to generate video, sound effects, music, and soundscapes without ever leaving the project timeline. The generators themselves aren't entirely new; the big change is how easily you can access them without breaking […]

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The Decoder / 12:15 PM

Study explains why AI agents benefit from "skills" and when they fail

A study from researchers at Princeton University and UC San Diego finds that so-called skills make AI agents better mainly through structured workflows, not through added knowledge. But as the skill library grows, agents have a harder and harder time finding the right set of instructions. The article Study explains why AI agents benefit from "skills" and when they fail appeared first on The Decoder .

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The Decoder / 10:06 AM

Claude Code gets a /design command that lets developers create UI mockups right in the terminal

With the /design command, Anthropic brings a visual design workflow directly into Claude Code. Developers can generate UI mockups as artboards right in the terminal before writing any code. Claude reads the existing codebase and matches the current UI style. The article Claude Code gets a /design command that lets developers create UI mockups right in the terminal appeared first on The Decoder .

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