Weekly Primer: April 21, 2025

A distillation of AI news for CX leaders

Author

John Walter
April 21, 2025

This edition focuses on:

  1. Genspark’s Rapid Adoption

  2. Google’s A2A Protocol

  3. Job Opportunities

  4. Speaking Opportunities

  5. Upcoming CCAIA Events

1. Genspark’s Rapid Growth

Genspark claims it achieved $10 million in Annual Recurring Revenue (ARR) just nine days after launch. The company provides an AI agent that does everyday tasks for people. Including making phone calls to customer support on your behalf.

This shows strong consumer demand for products that allow offloading everyday tasks like calling customer support. This means the future will be easier customers. But this raises new concerns for contact centers.

First, there are enhanced fraud risks associated with inbound AI calls. Also, this will result in higher call volumes. After all, a customer can now spawn 100 calls by tapping a single button.

If you want to read more about Gen Spark you can check out these resources:

2. Google’s A2A Protocol

Google has introduced its Agent-to-Agent (A2A) Protocol. It enables structured interactions between autonomous AI agents. It uses modern security practices such as OAuth 2.0, bearer tokens, and signed messages.

In essence, consumer AI agents are becoming a new and unique customer support channel. CX leaders should prepare by familiarizing themselves with A2A.

3. Noteworthy Job Opportunities

A. Contact Center Director, Landstar

This is a full-time position in Jacksonville, FL. Check out the full job posting and apply here.

B. Head of Creator Support, Customer Support - Trust and Safety - TikTok

This is a full-time position located in Los Angeles, CA. Check out the full job posting and apply here.

4. Speaking Opportunities

  • SOCAP 2025 National Conference, October 14–16, Phoenix, AZ

    • SOCAP is recruiting speakers for it’s national conference. More details can be found on our industry events calendar

    • If you are interested in being a speaker you can apply here

  • WFM Alliance Conference, May 13–14, St. Paul, MN
    (Speaker slot already filled)

  • Contact Center AI Association QA Analytics Event
    (Speaker slots already filled)

5. Upcoming CCAIA Events

  1. LinkedIn Live Panel on Automating QA: We are hosting a LinkedIn Live discussion among four prominent contact center leaders. They will talk about different approaches to automating QA and lessons they have learned.

  2. The Q2 in-person meeting will be held in Atlanta on June 19. SOCAP will be hosting an Afterparty/ happy hour after the boardroom style meeting.

The registration for these events will be posted soon on the Association’s LinkedIn page. So be sure to follow us there and click the 🛎️ to keep informed.