Insights from multiple global surveys and consumer focus groups shed light on adoption of self-service tools and offer actionable steps to improve CX through conversational AI Talkdesk, a cloud contact centre provider for customer-obsessed companies, released a new Talkdesk Research report: “The promise (and pitfalls) of self-service automation in customer service.” As customer experience (CX) […]
Shopware merchants can now deliver the ultimate shopper experience with Searchspring’s advanced site-search, merchandising, and personalisation capabilities. Searchspring, a provider of site search, product merchandising, and ecommerce personalisation, announced a new partnership with Shopware, a global open source ecommerce platform provider. Searchspring is Shopware’s first US partner to offer merchants advanced site-search, merchandising, and personalisation […]
To deliver remarkable experiences for hybrid workers and customers, Webex’s innovations span three categories built on the Webex Platform, which has a track record of hundreds of AI and machine learning features already embedded in Cisco products. Cisco unveiled new purpose-built Webex artificial intelligence (AI) capabilities that deliver unrivalled hybrid work experience as the new […]
This expansion of the platform’s digital coach, MegAI, enables autogenerated, scalable learning content creation for frontline employees, accelerating time to proficiency by 30%. Centrical, a performance experience platform for frontline employees announced the release of AI Microlearning, their integration of OpenAI’s generative AI, ChatGPT. AI Microlearning enables content creators to auto-generate high impact microlearning content, […]
Automated Campaigns handles the audience and date selection based on past performance, content generation based on messaging themes to approve recommended campaigns. Attentive, a conversational commerce platform provider, has launched Attentive AI trained on more than 1.4 trillion data points from more than 40 billion messages across more than 70 verticals. Attentive’s approach takes into […]
ARES’ inaugural offering is for retail, and among the first group of customers are Goodr, Princess Polly, and Gobi Cashmere. Snap Inc. unveiled AR Enterprise Services (ARES), a new enterprise solution to enable businesses to integrate Snap’s Augmented Reality (AR) into their owned and operated channels with ease and at scale. Through this offering, consumers […]
Enlighten Actions allows organisations to build AI-powered CX processes and make Enlighten accessible with a human-like interface that can generate actionable outputs that are brand-specific. NICE introduced Enlighten Actions, which brings together its own artificial intelligence and generative AI models from Open AI. Enlighten’s specialised AI models for customer experience have been trained using billions […]
CallMiner’s AI summarisation capabilities use generative large language models to condense voice and text-based interactions into short summaries and uncover unknown insights CallMiner, a provider of conversation intelligence, introduced artificial intelligence-driven capabilities for automated summarisation of interactions and redaction of sensitive payment card, health, and personally identifiable information. Using named entity recognition and machine learning […]
Zoom Contact Centre users get Calabrio’s artificial intelligence-powered forecasting and automated, multiskill scheduling. Calabrio’s cloud-based workforce management (WFM) solution has been integrated with Zoom’s omnichannel contact centre platform. With this integration, Zoom Contact Centre users get Calabrio’s artificial intelligence-powered forecasting and automated, multiskill scheduling. Self-scheduling is available via mobile app and powered with virtual-assistance technology. […]
Amazon also re-engineered the graphical configuration in the Amazon Chime SDK section of the console, allowing users to analyse real-time audio data from voice analytics, Amazon Transcribe, or Amazon Transcribe Call Analytics Amazon launched Amazon Chime SDK call analytics to record and generate insights on real-time audio calls, including transcription, voice tone analysis, and speaker […]
