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Journey.ai Named a Gartner Cool Vendor 2025

One of four companies recognized in the 2025 Gartner® Cool Vendors™ in Customer Service and Support Technology

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Journey.ai, Inc. (“Journey”), a security-first CX company, today announced it has been named as a Gartner® Cool Vendor in Customer Service and Support Technology. We think this recognition confirms Journey’s unique ability to bring AI, security, and CX together—enabling organizations to automate sensitive customer interactions without exposing regulated data to agents or AI systems.

“The Cool Vendors highlighted in this research offer solutions that provide customer service teams with visibility into customer trends, loyalty impacts, product issues and service opportunities that impact the customer experience. They offer innovative solutions that can help customer service and support leaders accomplish their most critical priorities in 2025. These vendors leverage AI to deliver innovation across customer, agent and back-office use cases throughout the customer service journey.”

Journey was founded to address one of the hardest blockers to AI at scale: handling regulated data safely inside customer interactions. The patented Zero Knowledge approach keeps sensitive inputs on the customer’s device and routes results directly to destination systems—so agents, contact center platforms, and AI models don’t see raw PII or payment data. By decoupling AI from sensitive flows, Journey enables secure payment and identity steps to be automated and orchestrated by agentic AI, improving containment and speed while simplifying compliance.

The GARTNER COOL VENDOR badge is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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light speed ai privacy

“Journey.ai is at the forefront of privacy-enhancing AI, enabling agentic workflows that were previously impossible due to data risks.”
— Brett Shockley, CEO of Journey.ai

light speed ai privacy
Journey Zero Knowledge Network & Zero Trust

Journey’s patented Zero Knowledge Network shifts sensitive tasks—like payments and identity verification—to secure, device-side processing. This means AI agents get only verified results, never raw data, eliminating exposure risks while enabling parallel digital channels for seamless self-service, decoupling AI from privacy pitfalls like unauthorized inferences or breaches (affecting 56% of CX leaders).

Amid fragmented regulations (GDPR, HIPAA, PCI DSS) and warnings from leaders like Sam Altman on AI’s lack of confidentiality frameworks, Journey.ai’s IP provides an ‘easy button’ for compliance. By triggering edge functions and biometrics without data flowing to AI, we mitigate fraud surges and unlock greater agentic AI adoption—boosting containment rates where traditional systems fall short, as detailed in our past conversations on enterprise deployments.

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These metrics from real deployments echo the transformational outcomes we’ve analyzed in your customer case studies, like secure handling of SSNs and credit cards in autonomous workflows.

95%

Adoption rate for choosing digital workflows over verbal Q&A

50-75%

Average Handle Time (AHT) reductions, unlocking billions in savings.

$28.2B

Projected Contact Center AI spend in 2029. Unlocking this value requires an answer to the data privacy bottleneck.

Request a free trial to see how Journey.ai can transform your contact center.