Zoom touts AI benefits for contact centres
Zoom has announced new AI Companion capabilities that it says will help improve connection, productivity, and collaboration across the platform, with specific benefits for contact centres and agents. Along with additional enhancements across Zoom Team Chat, Zoom Whiteboard, and Zoom Meetings, Zoom AI Companion, the company’s generative AI assistant that is included at no additional […]
Companies ‘must navigate challenges’ to ensure ethical deployment of AI solutions
Generative AI has raised new challenges related to ‘Responsible AI’, catapulting concerns into the headlines and forcing enterprises to revisit their AI policies at a time when they investigate new potential applications. Enterprises need to ensure that AI solutions are implemented in a responsible and ethical way, says GlobalData, data and analytics company. Responsible AI […]
Optimise customer interaction: Effective use of large language models for companies
By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding is essential in today’s communication and has a significant influence on our everyday lives. It enables us to exchange information and control processes. In business, language is therefore an essential building block for strengthening customer loyalty and increasing customer satisfaction. The advanced development […]
AI will enable contact centre agents ‘to become true brand guardians’
A new report has highlighted the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands. Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there […]
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 […]
