Recent Posts - page 3
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CX AI Startups: Something Old x Something New
What’s truly remarkable about this new generation of CX startups is that none of them would be possible without the magic of large language models (LLMs) and natural language prompts.
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Optimizing the Customer Journey to Improve Revenue Outcomes
Join Opus Research and Invoca (Oct 16) to learn how connecting the buying journey data from click, to call, to conversion drives more revenue and customer lifetime value.
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GenAI: Cure for the Common CX Doom Loop
Businesses are well-advised to invest both in technologies that employ GenAI to provide better self-service, and in marketing (customer education) programs that raise awareness of those new, improved customer care resources.
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From IVR to AI-VR; It’s a Done Deal
The emergence of AI-powered voice assistants spells more bad news for the “legacy” technologies that were foundational to the conversion of Interactive Voice Response (IVR) systems’ touch-tone input (Press “1” for Sales) to spoken input.
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Interactions Takes “Task Orchestration” to Task
With the introduction of Task Orchestration, Interactions applies Generative AI (GenAI) in conjunction with “human intelligence” to reduce the time, effort, and expense associated with development and fine-tuning bots.
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Five9 Is All In on Genius AI
Five9, a leader in the Contact Center as a Service (CCaaS) market, stays ahead of the curve by making two new products generally available as part of a growing portfolio branded as “Genius AI”.
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Costs of Generative AI Continue to Drop, Unlocking New Possibilities
With LLM costs dropping rapidly, contact centers can explore more creative uses of Generative AI and customers can hope to benefit from improved pricing models.
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Ask Yourself: “Am I Wiretapping Calls With My Own Customers?”
A lawsuit claim that calls to Patagonia are ” intercepted, listened to, recorded, and used by an undisclosed third party….” In this case the third party is contact center as a service (CCaaS) provider Talkdesk.
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Salesforce Pushes Forward with Gen AI: Introducing Einstein Service Agent
Salesforce’s fully autonomous AI agent represents an important leap for GenAI chatbots and the accelerated adoption of LLMs across business functions.
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Building a Practical GenAI Roadmap to Deliver Smarter CX
Introducing a comprehensive self-assessment framework to show how companies like Enghouse Interactive help contact centers develop a tailored roadmap for integrating AI functionalities effectively.