Emplifi Expands Its Autonomous CX Platform with New AI Innovations That Help Enterprise Brands Turn Teams of 5 into 50

New AI orchestration identifies customer trends faster, automates manual work, and delivers more connected customer experiences

NEW YORK, Oct. 6, 2026 /PRNewswire/ -- Emplifi, a leading Autonomous CX platform for enterprise brands, today launched its Autumn Release, delivering new capabilities across AI, analytics, and team workflows designed to help brands move faster and recognize gains from social. New innovations span Fuel AI, AI-Powered Listening, Dynamic Boards, Campaigns, and Teams.

As customer engagement becomes more complex spanning channels, organizations need to coordinate work across marketing, customer care, and commerce without adding more disconnected tools and manual processes. Emplifi research found that 50% of marketers want stronger planning across these teams, underscoring the need for connected platforms that bring customer intelligence, execution, and measurement together.

Early customer feedback shows Fuel AI is already helping teams move beyond raw social data, giving them faster answers and clearer next steps without the manual work of building reports or digging through dashboards.

"The biggest challenge facing enterprise teams isn't a lack of customer data; it's turning that data into action quickly enough to make a difference," said Omer Sharon, Chief Product and Technology Officer at Emplifi. "Autonomous Customer Experience isn't about replacing people with AI. It's about augmenting their capabilities by removing routine  work, connecting strategy to customer intelligence, and helping them respond at the speed consumers expect."

The latest innovations strengthen every stage of the customer experience lifecycle:

Fuel AI

Fuel AI expands intelligent automation across Social, Care, Listening, and Unified Analytics. New capabilities introduce agentic workflows that automate multi-step tasks while giving organizations complete control through configurable autonomy levels and enterprise safeguards, including PII masking, prompt injection protection, content moderation, and image safety controls.

Brands are seeing a meaningful shift in how their distributed teams use AI, not only as a content-generation shortcut, but as a direct interface to their customers' data. Fuel AI helps teams understand their social data, surface sentiment shifts across listening programs, generate performance summaries, and trigger automated responses to customer care scenarios all while using simple language prompts.

Governance and Access Management

New Emplifi Teams capabilities give enterprise organizations centralized control over permissions, workflow access, and cross-functional collaboration at scale. For example, a leading consumer goods company runs Emplifi across social, consumer affairs, and care teams, more than 870 users across 20 accounts, with 48 custom user roles and 111 user groups configured by region, brand, and function.

Teams: Unified permission structures allow administrators to define access, publishing rights, and workflow modification across every account. Campaign collaboration tools extend governance to shared work, ensuring cross-functional access remains appropriately scoped. Care agents are restricted to their assigned queues and cases, and all changes to automated workflows are automatically logged.

Unified data across marketing, commerce, and care

New Dynamic Boards capabilities and AI-powered listening tools give enterprise teams a single view of performance across social, commerce, and care, reducing the time between insight and action.

Dynamic Boards: AI Widget Wizard generates dashboards from natural language prompts, removing the need for manual dashboard configuration. Widget AI Insights interprets data and surfaces recommended next steps, while Saved Views allow teams to maintain consistent reporting across brands, markets, and campaigns.

AI-Powered Listening & AI Query Highlights: AI query highlights automatically summarize thousands of customer conversations into structured insights, enabling brand and strategy teams to understand emerging sentiment without manually reviewing individual mentions.

Care: Emplifi Care handled 8.6 million cases in the past 12 months across nine channels. Median first response time improved by 64% between Q1 and Q3 2026, dropping from 60.7 minutes to 21.6 minutes. This improvement shows how AI-powered responses across care, social, and commerce can help teams respond to customers faster.

Automated Workflows Across Campaigns and Listening

New automation capabilities across Campaigns and AI-Powered Listening reduce manual effort in recurring workflows, campaign tracking, and listening program management.

Campaigns: Centralized campaign briefs give marketing teams a shared source of truth before execution begins. Dynamic UTM automation generates consistent tracking parameters across every campaign, and integrated attribution connects activity to measurable business outcomes.

AI-Powered Listening with Fuel AI Listening Actions: Fuel AI listening actions enable users to create, edit, and manage listening topics using natural language, with built-in query validation and mention volume estimation. Teams can launch and iterate on listening programs without requiring specialist support to configure complex Boolean queries.

Together, these innovations, along with Emplifi's library of AI agents, shape Emplifi's Autonomous CX Platform, where customers are experiencing rapid revenue gains and improved customer experiences. The latest innovations are available across the Emplifi platform.

About Emplifi

Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 22,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.

Contact:
Jordan Lukes, Corporate Communications Director, Emplifi
[email protected] 

SOURCE Emplifi Inc