Cyara, the AI trust company for customer experience, today launched the next era of the company’s core technology: the Cyara Agentic CX Trust Platform. At its core is AI Trust Observability, which gives enterprises independent oversight of every live AI agent conversation, scores 100% of agent interactions for quality and compliance, flags violations the moment they happen, and turns every production failure into tests that agents must pass before their next release. The Cyara Agentic CX Trust Platform’s agentic testing, end-to-end journey monitoring, and agent observability capabilities now cover the full agent lifecycle, from proof before launch to vigilance in production.

The hard part isn’t the agents. It’s trusting them with your customers.

For customer experience leaders, AI is no longer a question of if, but when. Every enterprise is now somewhere on the path from human-led to AI-led service, and the technology itself has changed. Where earlier bots followed scripts, today’s AI agents reason, make decisions, and act on their own, looking up accounts, changing orders, and issuing refunds in a brand’s name. That autonomy raises the stakes of every interaction: a single wrong answer or failed handoff can cost a customer relationship, and a policy violation can create regulatory exposure. Without a way to prove how their agents behave, most enterprises limit them to simple requests and keep high-value journeys such as billing and authentication off-limits. The barrier is not capability; it is proof.

“Enterprises are being asked to trust AI agents on the word of the companies that built them,” said Sushil Kumar, Chief Executive Officer at Cyara. “We would never accept that for financial reporting, and we shouldn’t accept it for a system that authenticates customers and makes commitments in a brand’s name. Independent scoring turns an AI deployment from an act of faith into something a business can defend, and that is what earns the right to move high-value journeys to AI.”

AI Trust Observability: Independent scoring for every live AI conversation.

Today, the vendor that builds an AI agent usually supplies the analytics that say it works. The monitoring around it tells you a conversation happened, not whether it was right, so an agent can pass every pre-launch test, then break policy on a live call that still logs as a success. Cyara AI Trust Observability is a vendor-neutral layer that scores every AI agent conversation for quality and compliance against the enterprise’s own policies, across any vendor’s agents, including homegrown ones.

  • 100% scored, not sampled. Every production conversation is evaluated against the same standard.

  • Ready-to-use, regulation-linked scorecards. Trust criteria and hard-stop rules tunable per journey, with versioned packs across a wide range of compliance standards, including the EU AI Act, HIPAA, PCI DSS, and GDPR.

  • Compliance gates kept apart from quality scores. A fluent, friendly call that breaks policy still fails.

  • Evidence, not just a score. Every verdict is traced to the exact turn, with the reasoning and timestamp. Audit-ready on request.

  • You know first. A violation reaches the right person the moment it happens, before it reaches your escalation queue or a regulator.

  • Production becomes the next test. Every material failure becomes a regression test the agent must clear before it ships again.

“When agentic AI fails, most teams fix the incident but leave the test gap that let it through, so the failure returns with the next release, often logged as a success,” said Amitha Pulijala, Chief Product Officer at Cyara. “With AI Trust Observability, every failure we catch in production becomes an evaluation the AI agent must clear before it ships again. A failure may happen once. It should never happen twice.”

To see AI Trust Observability on your own production conversations, request a demo at cyara.com.

One platform, the whole journey.

Customers don’t experience an AI agent on its own. They experience a journey that runs through carriers, IVR, digital channels, AI agents, and handoffs to people, and failures hide in the seams. The Cyara Agentic CX Trust Platform covers every step of that journey, before launch and in production, connected by a loop that turns what happens in production into the next test:

  • Test: proof before launch. Real-world agent testing with real personas, audio, and model versions; end-to-end journey testing from carrier to human handoff; and load testing at true peak volume.

  • Monitor: detect outages before customers do. End-to-end journey monitoring from carrier to AI agents and other channels to human handoff, across 420+ carriers in 145+ countries.

  • Observe: measure live quality and compliance. AI Trust Observability scores every AI conversation for quality and compliance, and human agent observability covers the desktop, network and call quality behind every human-handled call, wherever agents work.

Enterprises can start where they are, whether human-led, hybrid, or AI-led, with no rip-and-replace.

“Successful teams treat AI agents as live systems that need discipline before, during, and after deployment,” said Ian Jacobs, VP & Lead Analyst, Opus Research. “They don’t wait for customers to find the edge cases. They build CX assurance into the operating model.”

Join Cyara at CX Unfiltered on December 8

Cyara will explore what the agentic era means for customer experience at CX Unfiltered, its virtual summit on December 8, 2026, featuring a keynote from Dan Heath, New York Times bestselling author of Made to Stick, The Power of Moments, and Upstream, plus guest speakers, CX and AI thought leaders, and a look at the platform in action.

Register at cyara.com/cx-unfiltered.

About Cyara

Cyara is the AI trust company for customer experience. Cyara created the CX assurance category in 2006 and is now leading it into the agentic era. The Cyara Agentic CX Trust Platform covers carriers, channels, and human and AI agents, and rests on two commitments: Proof before launch, whereby AI agents, end-to-end journeys, and contact centers are tested against real-world conditions and peak load before customers ever reach them. And vigilance in production, ensuring every path is monitored, every live AI conversation is scored for quality and compliance, and each failure becomes the next test.

Independent of the vendors enterprises choose, Cyara spans 55+ AI agent platforms, every major CCaaS provider, and 420+ carriers in 145+ countries. More than 450 enterprises, including many of the world’s largest banks, insurers, and technology companies, rely on Cyara to assure more than 350 million customer journeys a year. Visit cyara.com.

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