Webex Contact Center Incorporates Generative AI Conversation Summaries
By Keith Kirkpatrick June 15, 2023
The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration...
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Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI
- By Keith Kirkpatrick June 6, 2023
The News: Sprinklr announced late last month the launch of Sprinklr AI+, its new AI offering that unifies proprietary AI from Sprinklr via generative capabilities powered by an enterprise API integration with OpenAI. The combination of the two...
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Automation Anywhere Launches Generative AI Tools
- By Keith Kirkpatrick June 5, 2023
The News: Automation Anywhere, a cloud native intelligent automation vendor, announced on June 1 that it had infused generative AI across its Automation Success Platform. The company highlighted three specific product announcements that...
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Grammarly Incorporates Generative AI to Improve Workflow and Productivity
- By Keith Kirkpatrick May 22, 2023
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity...
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Salesforce Introduces Generative AI-Enabled Version of Tableau
- By Keith Kirkpatrick May 15, 2023
The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company,...
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Google Cloud’s Generative AI Comes to UKG’s HCM Suites
By Sherril Hanson May 15, 2023
The News: Human capital management (HCM) solution provider UKG and Google Cloud have expanded their partnership, bringing Google Cloud’s generative AI technology into UKG’s HCM suites. UKG is now an early partner that will be using Google...
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TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions
- By Keith Kirkpatrick May 10, 2023
The News: TTEC Holdings, a provider of CX technology and services, announced an expanded suite of AI solutions incorporating the use of generative AI and large language models (LLMs) in its CX solutions. These solutions have been developed...
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LivePerson Launches Generative AI Products and Tools
- By Keith Kirkpatrick May 4, 2023
The hype surrounding the use of generative AI and large language models (LLMs) has been hard to avoid, with many CX platform vendors and conversational technology providers quickly launching press releases highlighting their products’ utilization...
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Survey Finds Consumers Are Wary of Generative AI
- By Keith Kirkpatrick April 24, 2023
A recent survey conducted by CX platform DISQO found that although companies are continuing to invest in and develop AI tools and content, consumers are largely unfamiliar with generative AI technology, and will require education on how it is being...
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IT Leaders Prioritize Generative AI as a Game-Changer, But Concerns Abound
By Alex Gaw March 13, 2023
At least 67% of senior IT leaders are making generative AI a priority for their business within the next 18 months, and 33% even name it as a top priority. Yet most leaders have misgivings on the security and ethical aspects of the technology that...
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Providing Customer Experience on the Go Via Mobile Applications
- By Keith Kirkpatrick June 23, 2023
The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a...
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Managing the Challenges of Using the Contact Center Agent as the Human in the Loop
- By Keith Kirkpatrick June 23, 2023
The News: A lack of trust among both company executives and consumers in the ability to trust the output of generative AI represents a speed bump in its deployment, according to a recent Salesforce briefing to industry analysts. A key strategy...
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