Name: Rishi Rana
Title: CEO
Company: Cyara
Website: www.cyara.com
Founded: 2006
Headquarters: Austin , TX
Description: Cyara’s AI-Powered CX Transformation Platform Helps Businesses Evolve to Meet Customers’ Expectations
Cyara and the Rise of Agentic AI: Building the Trust Layer for the Next Era of Customer Experience
For years, enterprises have promised seamless, intuitive customer experiences. Yet customers still encounter dropped calls, broken chatbots, looping IVRs, and support channels that fail time and time again. The stakes have only risen with the rapid adoption of AI in customer operations. Businesses want to accelerate digital transformation, but the risk of inconsistent, inaccurate, or non-compliant AI behavior has become a top barrier to scale.
Cyara, the global leader in AI-powered customer experience (CX) assurance, sits at the center of this shift. The company’s next-generation platform – now enhanced with agentic AI – offers something enterprises have long lacked: a unified, continuous way to test, monitor, and validate every customer interaction, across every channel, supported by deterministic and non-deterministic AI agents, before customers ever feel the impact of an issue.
With more than a quarter-billion customer interactions tested and assured each year, Cyara is creating a category of its own for brand interaction quality assurance – CX Assurance – and redefining what reliability means in an AI-first world.
The Customer Experience Trust Gap
On paper, enterprises appear ready for AI. Budgets are increasing, customer expectations are rising, and conversational AI systems proliferate across apps, websites, and call centers. But the gap between ambition and reality is widening.
Survey data commissioned by Cyara reveals that the number one CX dealbreaker for consumers is not being able to reach a live human, followed closely by slow responses, confusing escalation paths, and errors from automated systems. Consumers are equally frustrated when AI fails to understand intent or provides incorrect answers – issues that are solvable and preventable but persist due to limited testing, siloed tools, and lack of governance.
This trust issue is not a minor irritation; it’s a pressing business risk. More than half of consumers report they would stop using a brand after just one to three negative experiences. Enterprises often deploy AI rapidly without the rigorous validation or monitoring needed to guarantee consistent performance, and the result is unpredictable systems that can harm brand equity, introduce compliance liabilities, and leave customers feeling abandoned in their moment of need.
A Unified Platform Built for Continuous, End-to-End Assurance
Cyara’s CX Productivity, Growth, and Assurance Platform replaces the fragmented assortment of manual testing tools and inconsistent monitoring processes that have long hurt customer experiences and slowed enterprises. It unifies testing, monitoring, and optimization into a single enterprise-grade system that operates continuously, not disjointedly.
Agentic AI is already transforming CX and breaking the traditional ways of testing and validation. Analysts predict that by 2029, 80% of customer service will run autonomously. And as enterprises shift to Agentic AI, scripted and manual testing won’t be able to keep up with the unpredictable, free-flowing conversations agentic AI systems support. Such unpredictable interactions will require continuous validation, real-time monitoring, and guardrails capable of detecting hallucinations, accuracy drift, misuse, and unexpected behavior.
Building on its foundation of innovation, Cyara is rolling out the first AI-native CX assurance platform that uses AI agents to test AI agents. These test agents act like real customers, taking unpredictable journeys, switching between channels mid-conversation, and asking multiple things at once.
Unlike tools that only assess uptime or channel availability, Cyara’s technology verifies whether systems actually work as intended, across both deterministic and non-deterministic (LLM-driven) interactions. In short, Cyara transforms AI from a risk into a reliable growth engine, making it a business imperative.
Why Brands Choose Cyara
Across industries – banking, healthcare, telecom, retail, insurance, and more – organizations turn to Cyara to: prevent costly breakdowns in AI-powered CX; accelerate innovation without sacrificing quality; deliver consistent, high-quality interactions across voice, digital, and AI channels; unlock productivity gains from AI by ensuring accuracy, trust, and stability; and replace siloed tools with a unified assurance platform that scales globally.
As a result, leading enterprise brands have reported a 70% acceleration in chatbot development cycles, 93% reduction in manual testing costs, and significant improvements in containment, reliability, and compliance outcomes.
In a landscape where a single misfire can lead to reputational, financial, and regulatory consequences, assurance is no longer optional. It’s foundational.
The Road Ahead
Cyara is reinventing from testing what works to assuring what matters – validating intent, outcomes, and orchestration across all customer channels. This moves beyond simply assuring channel stability to enabling visibility into complex orchestration logic.
This vision is setting the industry standard for AI trust, compliance, and performance validation. Cyara intends to power the global shift toward autonomous customer experience – ensuring every AI decision is accurate, every interaction is trustworthy, and every journey is flawless, ultimately eliminating bad CX.
With AI moving from hype to mission-critical infrastructure, enterprises need more than innovation – they need CX Assurance. Cyara is building the platform that makes AI safe to scale.
