PALO ALTO, Calif. — June 22, 2026 — Zenarate, the leader in AI Simulation Training and Frontline Performance, today announced Evolve, an agentic conversational AI platform that automates tier 1 and tier 2 customer interactions across voice and digital channels, providing enterprises with extensive control, validation and optimization capabilities. Evolve helps organizations deploy AI agents that align with brand standards, business objectives and customer expectations.
At Customer Contact Week (CCW), Zenarate will showcase Evolve as part of its broader Frontline Performance Platform and vision for Unified Human + AI Performance. To learn more, visit booth #427.
The next chapter of customer experience will not be defined solely by AI adoption, but by how effectively organizations align human and AI performance. As AI agents become a permanent part of customer-facing operations, organizations need new ways to ensure employees and AI agents operate against shared standards while continuously improving customer outcomes.
Introducing Evolve
Evolve extends Zenarate’s Frontline Performance Platform by bringing AI-agent readiness, validation and optimization into the same ecosystem as learning, coaching and performance analytics. Together, Zenarate’s Learn, Analyze and Evolve capabilities create a closed-loop approach to improving customer experiences across the modern frontline workforce.
Evolve capabilities include:
● The ability for enterprises to decide when AI has the flexibility to make decisions and when code is under control
● True, non-technical self-service that doesn’t require a vendor’s forward-deployed engineers to own the solution long-term
● An end-to-end automation framework that allows Evolve to solve entire use cases beyond just calls or chat.
● Having human agent onboarding, continuous improvement, and AI Agent automation sharing data so that all improve each other over time.
● Providing human agent training recommendations based on which calls are being automated and which are being escalated to them, to improve onboarding and agent training.
● True pathing analytics throughout the conversation, with detailed drop-off data and recommendations to improve the agent over time.
“Customers don’t experience separate systems; they experience a single brand,” said Brian Tuite, co-founder and CEO of Zenarate. “However, many organizations still manage human and AI performance separately. With Evolve, we’re helping organizations align both around a common set of standards and a shared commitment to continuous improvement.”
Zenarate Frontline Performance Platform
Evolve adds AI-agent conversation automation to Zenarate’s Frontline Performance Platform, which provides the broader system for readiness, coaching, analytics, validation and continuous improvement across both employees and AI agents.
The platform includes:
● Perform: Personalized AI-powered coaching and performance development.
● Analyze: Interaction intelligence and performance insights.
● Evolve: AI-agent simulation, testing, validation and optimization.
Together, these capabilities create a closed-loop system where customer interactions continuously inform AI optimization, employee development and future performance improvements, resulting in stronger frontline performance and better customer experiences.
Zenarate has been a strong partner as we continue to improve how our teams show up for customers. Their approach is practical, collaborative and focused on real performance improvement,” says Jeff Farr, vice president, revenue and technology at Grand Pacific Resorts. “As AI becomes part of the customer experience, aligning employees and AI agents around the same standards, brand promise and customer outcomes will be critical. Evolve is a natural next step in helping organizations learn faster, improve continuously and deliver more consistent experiences at scale.”
About Zenarate
Zenarate is the world’s leading AI platform for frontline performance. Zenarate helps leading brands deliver superior frontline performance through human and AI agents. Zenarate’s AI native agentic platform powers high-performing customer service & sales interactions across contact centers and face-to-face teams.
Its Frontline Performance Platform combines AI simulation, coaching, analytics, and continuous improvement to help both employees and AI agents achieve better customer outcomes. Trusted by leading brands across banking, financial services, retail, insurance, healthcare, and hospitality, Zenarate empowers organizations to align human and AI performance, continuously improve, and elevate the customer experience. For more information, visit www.zenarate.com.
