QuestionPro Acquires PathosAI
By Sherril Hanson June 26, 2023
The News: QuestionPro, a survey and research, data, and insights services provider, has acquired PathosAI, bringing in AI expertise that will help uncover consumer intent and sentiment through measuring emotions and correlating them to why...
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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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Announcements from Verint Engage 2023
- By Sherril Hanson June 21, 2023
Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business...
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Despite a Rise in AI in CX, People Still Prefer to Interact with Humans
- By Keith Kirkpatrick June 16, 2023
The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact...
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Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement
- By Keith Kirkpatrick June 8, 2023
The News: Customer engagement platform Twilio this week announced CustomerAI, its technology that leverages the combined power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement...
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Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization
- By Keith Kirkpatrick June 7, 2023
The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,...
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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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Nexthink Assist Launched to Support Digital Employee Experience
- By Sherril Hanson May 31, 2023
The News: Digital employee experience (DEX) management provider Nexthink has introduced Nexthink Assist, a virtual assistant that leverages AI to help resource-constrained and overloaded IT teams address problems faster and more easily. This new...
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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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