“When you talk about AI, contact centers and customer experience, I think that’s the best use case to illustrate return on investment,” said Luiz Domingos. Every few seconds that an agent saves in documenting the results of the call and every minute saved in gathering data about the customer and bringing it to the agent…
Today, HubSpot announced an agreement to acquire Frame AI, an AI-powered conversational intelligence company. Frame AI’s conversational intelligence allows marketers to pull insights from unstructured data in emails, calls, meetings and other communications. “While structured data has long been the foundation of CRM, unstructured data—like conversations—holds the key to deeper insights into customer sentiment, behavior,…
“You can’t keep adding bodies. That math does not work,” said Velia Carboni, CIO with appliance company SharkNinja. “The unlock with Agentforce versus historical chatbots will be authenticity. Agentforce gives us that opportunity. It feels more personal, more like a dialogue than a black-and-white ‘I ask this question, I get that answer.’” AI agents, assistants,…
The boom in ecommerce has transformed how we shop, but it’s also brought a pressing challenge: managing product returns. Retailers must find the right balance between keeping customers satisfied and protecting their bottom line, making returns a key factor for building customer loyalty. Ecommerce returns: The challenge of keeping customers happy and profitable The global…
The All-England Lawn Tennis Club’s decision to replace Wimbledon’s human line judges with AI fundamentally changes the customer experience. For some people, this will be a welcome change. Judges will no longer have to argue with volatile players over close calls. For others — particularly people at the event — this will significantly change the…
Brands suffering from a trust deficit might be wary of adding new tools to customer experience. There’s reason to believe genAI, when done right, can build trust — when done transparently. Sixty percent of customers said because of advances in AI, brands need to improve trustworthiness, according to a new Salesforce survey, “State of the…
Oracle this week unveiled new AI-powered capabilities for Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service. The ambitious aim is to automate the entire customer service lifecycle. These enhancements come at no additional charge, said Jeff Wartgow, VP of product management, CX Service at Oracle: “Oracle does not believe in charging for AI…
Zendesk, the customer service and experience platform, announced initiatives that will infuse AI capabilities including agents and copilots across its platform, as well as a new voice agent able to converse with customers. The announcements came at the Zendesk AI Summit in New York City today. Combining AI and human agents. Zendesk will make AI…
SAP today announced integrations with customer success and product experience vendor Gainsight and online marketplace integrator ChannelEngine. It also released the SAP Emarsys annual Customer Loyalty Index. The announcements coincided with SAP CX Live, an online event. The integrations are clearly aimed at enterprise-level SAP customers. Gainsight is likely to be of more interest in…
Yesterday, Salesforce launched Agentforce — generative AI bots the company says can be trusted to take action on their own. Agentforce is “the third wave of AI — advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success,” Salesforce CEO Marc Benioff said during the press conference….