Nuance announced Kotak Mahindra Bank has launched Keya, the first AI-powered virtual assistant in Indian banking. Leveraging Nuance’s Natural Language Understanding and Call Steering technologies, Keya is able to understand customers’ requests without needing legacy touchtone or menu options. Instead, the customer can speak their intent naturally and Keya can provide information and resolve queries through natural, human-like conversation in either English or Hindi. Continue reading Kotak Mahindra Bank Taps Nuance to Launch its AI-Powered Virtual Voice Assistant “Keya” →

An innovative new colleague has arrived at Allstate Insurance, one that can be in many places at the same time. Amelia, a market-leading artificial intelligence platform created by New York-based technology company IPsoft, now assists call centre staff to improve the overall customer experience. Continue reading Allstate Elevates Customer Service Through Artificial Intelligence →

Challenger energy company, extraenergy, has appointed Rant & Rave, the leader in real-time customer engagement technology, to transform its customer experience programme and maximise both the quantity and quality of customer feedback. Continue reading extraenergy chooses Rant & Rave to power customer engagement →

Rant & Rave announces it has been appointed by Manx Gas, Guernsey Gas and Jersey Gas, to enhance their customer experience programmes and enable them to maximise the quantity and quality of feedback from their 40,000 customers. As a result of the partnership, the gas companies become the first organisations to implement a Voice of the Customer programme across Guernsey, Jersey and the Isle of Man. Continue reading Manx Gas, Guernsey Gas and Jersey Gas partner with Rant & Rave to capture real-time feedback →

Ericsson has been selected by EE, the UK’s largest mobile operator and part of the BT Group, to deliver a next-generation customer experience management (CEM) system based on Ericsson Expert Analytics. The multi-year agreement includes software, implementation services and IT Managed Support services. Continue reading Ericsson Expert Analytics selected by EE to improve customer experience →

Sunrise Software, a leading supplier of IT service management (ITSM) software announced that Aquila Heywood, the UK and Ireland’s largest pensions administration software provider, is using Sunrise ITSM. Sunrise ITSM allows Aquila Heywood to support its customers and help them ensure that millions of pounds of pensions are paid every month through an ITIL-aligned approach to service management. Continue reading Aquila Heywood adopts an ITIL-driven approach with Sunrise Software to meet changing customer needs →