Genesys Broadens Experience Reach with the Cloud EX Launch
By Sherril Hanson May 23, 2023
The News: Global experience orchestration provider Genesys has introduced Genesys Cloud EX, a solution focused on supporting employees within and beyond the contact center with AI-driven workforce forecasting and scheduling, gamification and...
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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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Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions
- By Keith Kirkpatrick May 19, 2023
The News: Zendesk AI, an intelligence layer that combines the company’s data and insights with new AI technologies, including the company’s proprietary models, generative, and large language models (LLMs), was announced May 10 at Zendesk’s...
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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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Designing Virtual Agents and Chatbots for Better Customer Engagements
- By Keith Kirkpatrick May 9, 2023
Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision...
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Cisco Focuses on Speedy Implementation and Complexity Reduction to Win Customers
- By Keith Kirkpatrick May 8, 2023
In today's world, it is easy to get caught up in the excitement of new CX technologies and features. Many CCaaS vendors are quick to highlight the number of new features or capabilities implemented in their latest product releases, or spotlight the...
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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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Creative Virtual Using Vectorization to Limit ChatGPT Hallucination
- By Keith Kirkpatrick May 3, 2023
Large language models (LLM) and generative AI technologies are the latest must-have technologies that vendors are incorporating into CX platforms and underlying tools. Since the general availability of OpenAI’s ChatGPT late last year, the CX...
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Meera and Five9 Team Up, Deploying AI to Resolve Common Call Center Issues
By Alex Gaw April 28, 2023
Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX. Specifically designed to help...
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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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