AI & Automation: Page 2
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Consumers frustrated by inability to switch from self-service to live agent, survey finds
Most customers have had a poor experience with a chatbot or interactive voice response system, in many cases due to the inability to reach a live agent, according to a survey by Verint.
By Bryan Wassel • Aug. 20, 2024 -
CFPB to scour banks’ chatbot use in White House initiative
A year after its order to fight "junk fees,” the CFPB is tasked with rooting out time-wasting “doom loops.”
By Dan Ennis • Aug. 16, 2024 -
Trendline
Top 5 stories from CX Dive
The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.
By CX Dive staff -
Walmart used AI to crunch 850M product data points and improve CX
“We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.
By Bryan Wassel • Aug. 15, 2024 -
How costs, ROI shape generative AI adoption plans
Elusive returns clouded the technology’s initial hype. Executives and analysts are now putting the focus back on costs and use case fit.
By Lindsey Wilkinson • Aug. 15, 2024 -
ThredUp debuts AI search, chatbot tools
The recommerce company said the tools are designed to understand natural language and visual cues to help customers get more personalized results.
By Tatiana Walk-Morris • Aug. 9, 2024 -
The biggest challenge of AI? Bringing along wary customers
As more and more businesses adopt AI in customer service, employees say maintaining customer trust is a primary hurdle.
By Kristen Doerer • Aug. 9, 2024 -
Amazon’s checkout technology is getting an AI upgrade
Just Walk Out is rolling out an advanced AI model the e-commerce giant says will make its system more accurate and efficient, and less costly to implement.
By Jeff Wells • Aug. 2, 2024 -
Taco Bell to deploy drive-thru voice AI to hundreds of US locations
The technology is part of Yum’s ongoing strategy to create a digital ecosystem that can improve operations and boost profits.
By Julie Littman • Aug. 1, 2024 -
EBay’s AI investments fuel streamlined experiences for buyers and sellers
Tools, like Shop the Look, help buyers find inspiration by showing multiple items together, while Magical Listing streamlines the listing process for sellers.
By Bryan Wassel • Aug. 1, 2024 -
In-store experience wins out as customers want to see and touch purchases
Customers value associate’s advice, particularly for luxury goods, while they feel frustrated by chatbots’ inability to resolve customer service inquiries.
By Bryan Wassel • Updated July 26, 2024 -
Google sees potential for generative AI to boost CX while saving money
The technology’s applications are broad enough to benefit customers and the bottom line at the same time, according to CEO Sundar Pichai.
By Bryan Wassel • July 24, 2024 -
Salesforce launches customer-facing generative AI assistant
The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.
By Bryan Wassel • July 17, 2024 -
Amazon rolls out generative AI shopping tool Rufus to all US customers
CEO Andy Jassy first mentioned the tool in February and said it marked “a significant customer experience improvement for discovery.”
By Tatiana Walk-Morris • July 17, 2024 -
Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds
Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.
By Bryan Wassel • July 17, 2024 -
Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success
As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?
By Rosalyn Page • Updated July 17, 2024 -
Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders
Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.
By Bryan Wassel • July 15, 2024 -
Samsung turns to AI to bridge the customer intent service gap
The technology can help inform an agent beforehand on the reason behind a call and provide callers with links to set up appointments.
By Bryan Wassel • July 11, 2024 -
After installing self-service kiosks, Ikea says it can assist 6 times as many customers
The Upptäcka self-service kiosks allow associates to spend more time helping customers with complex questions about home furnishing, the company said.
By Bryan Wassel • July 8, 2024 -
Amazon adds step-by-step guides to its AI assistant’s capabilities
AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.
By Bryan Wassel • July 2, 2024 -
HR is often left out of AI plans, despite the need for upskilling and inclusion
Although people and change management play a major role in AI adoption, HR isn't always part of the conversation, McLean & Co. says.
By Carolyn Crist • June 26, 2024 -
Target to roll out generative AI chatbot for store employees
The new tool, dubbed Store Companion, is designed to answer on-the-job process questions and support store operations.
By Nate Delesline III • June 24, 2024 -
How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’
Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.
By Kristen Doerer • June 21, 2024 -
5 considerations for how contact center agents fit into an AI future
Call center experts and leaders at Customer Contact Week 2024 examined how generative AI is changing the nature of agents’ work.
By Bryan Wassel • June 14, 2024 -
When it comes to generative AI, rollouts need planning — and patience
“It’s about using the right tools in the right place for the right part of the workflow,” said US Radiology Specialists’ Enda Murphy.
By Bryan Wassel • June 14, 2024 -
Most top CX teams have already invested in AI, survey finds
The most advanced CX teams have implemented AI solutions, but there's no need to rush adoption, one expert said.
By Bryan Wassel • June 12, 2024