Generative AI set to ‘redefine’ customer experience offered by financial institutions
In the evolving world of financial services, where rapid adaptation to customer needs is paramount, generative AI (genAI) is quickly becoming a game-changer. Its prowess in generating customised content and solutions is redefining how financial institutions interact with their customers and optimises their internal operations. That’s according to analysts at GlobalData with Kiran Raj, Practice […]
AI capabilities to push global contact centre market to 16% growth in 2023
The global contact centre (including conversational AI and virtual assistant) end-user spending is projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner. “Near-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles,” […]
Generative AI ‘revolutionising’ retail customer communication channels
From revolutionising the nuts and bolts of supply chain operations to turbo-charging customer service, generative artificial intelligence (genAI) stands on the forefront of innovation in retail – its ability to fabricate hyper-customised content is turning the tables in marketing and communication strategies. That’s according to says GlobalData, with the analyst’s Practice Head of Disruptive Tech […]
Examining the impact of AI on Contact Centre and Customer Experience
Artificial Intelligence (AI) is revolutionising various industries, and its impact on the contact centre and customer experience sectors is profound. AI-powered technologies are transforming how businesses interact with customers, enhancing efficiency, personalisation, and overall customer satisfaction. Here, we explore the ways in which AI is impacting the call centre and customer experience sectors, reshaping the […]
Cyberattacks on major organisations ‘highlight AI vulnerabilities’
The cyber landscape continues to evolve as major organisations like British Airways, Boots, and the BBC face the aftermath of a crippling cyber attack. The battle against cyberattacks seems to have been lost, with vulnerabilities in AI becoming a potential future target for those trying to steal personal data, according to analysts at GlobalData. David […]
The implications of AI and ChatGPT on customer experience
The impact of ChatGPT on the business technology world has generated a lot of buzz, but does the reality live up to the hype? And what does it really mean for the future of work, customer experience, and Communications Platform-as-a-Service (CPaaS) solutions? For years, technology experts have been discussing the growing prominence of large language […]
Contact Centre Masterclass: How to Turn AI into ROI and loyal customers
Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings. But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today? Join this […]
WEBINAR REWIND: The future of AI in the contact centre
Don’t worry if you missed last week’s insightful webinar about the future of AI in the contact centre – You can now re-watch the entire session online. The in-depth discussion saw Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) explore the maturity of AI in the CX space, the key barriers to AI […]
WEBINAR: The future of AI in the contact centre
Tuesday, September 14, 2021, 10 a.m. BST Join talkdesk for a virtual discussion with Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) to explore the maturity of AI in the CX space, the key barriers to AI adoption, and the top predictions for the future of AI in the contact centre. Contact centres […]
WEBINAR REWIND: How AI is delivering a new generation of CX Analytics
Don’t worry if you missed TalkDesk’s recent webinar – You can now re-watch the entire session online! Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and […]
