Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants

Thirty-seven percent of service leaders are either piloting or using artificial intelligence (AI) bots and virtual customer assistants (VCAs), and 67 percent of those leaders believe they are high-value tools in the contact centre, according to a recent survey by Gartner, Inc. Continue reading Gartner Survey Shows 37 Percent of Service Leaders Are Piloting or Using Artificial Intelligence Bots and Virtual Customer Assistants

Nuance Reinvents Agent AI for the Contact Centre

Nuance announced a new technology bundle that helps enterprises with Agent AI – uniting human agents and artificial intelligence to enhance customer experiences. Nuance’s approach to Agent AI enables contact centre agents to be more productive by giving them easier access to information with relevant, real-time insights, visibility into active conversations, and proactive recommendations. Continue reading Nuance Reinvents Agent AI for the Contact Centre

Atos and Google Cloud create AI – powered chatbot for T-Mobile NL to increase customer satisfaction

Atos, a global leader in digital transformation, announces together with its partner Google Cloud, a contract with T-Mobile Netherlands to deliver a new scalable chatbot, which uses Artificial Intelligence (AI), as part of the telecommunications company’s digital transformation plan. Continue reading Atos and Google Cloud create AI – powered chatbot for T-Mobile NL to increase customer satisfaction

Uniphore Software Systems Launches auMina QSense™ to Transform Performance Management in Customer Facing Roles

Uniphore Software Systems, the global Conversational AI technology company, has launched auMina QSense™ which is a smart quality management tool for business analysts, quality analysts and agents at contact centres that helps transform their current performance management process in customer facing roles. Continue reading Uniphore Software Systems Launches auMina QSense™ to Transform Performance Management in Customer Facing Roles

Luminoso Launches Score Drivers for Analyzing Mixed Datasets of Customer and Employee Feedback

Luminoso, the natural language company that provides AI-powered customer insights, announced Score Drivers, a machine learning-powered solution to help companies intelligently automate the process of finding drivers in qualitative and quantitative feedback from their customers and employees. Continue reading Luminoso Launches Score Drivers for Analyzing Mixed Datasets of Customer and Employee Feedback