AI & Automation: Page 2

  • A headset hangs on an empty call center cubicle
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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 • Aug. 20, 2024
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    Andrew Harnik via Getty Images
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    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
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    Hispanolistic via Getty Images
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    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
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    Joe Raedle / Staff via Getty Images
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    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 • Aug. 15, 2024
  • Group of senior members at an enterprise discussing technology strategy and aligning business priorities.
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    Harbucks via Getty Images
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    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
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    Courtesy of ThredUp
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    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
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    Laurence Dutton via Getty Images
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    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 • Aug. 9, 2024
  • A customer scanning their phone at an Amazon Just Walk Out terminal
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    Courtesy of Amazon
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    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
  • An image of a drive-thru digital menu board with a Taco Bell restaurant with white and purple paint in the background.
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    Courtesy of Taco Bell
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    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
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    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 • Aug. 1, 2024
  • A customer pays for a purchase at a clothing store
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    gorodenkoff via Getty Images
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    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 • Updated July 26, 2024
  • The exterior of the new Google headquarters in New York City.
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    Michael M. Santiago via Getty Images
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    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 • July 24, 2024
  • The Salesforce logo is seen at its headquarters in San Francisco
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    Stephen Lam via Getty Images
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    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 • July 17, 2024
  • Two mobile phones on Amazon's app featuring Rufus AI assistant.
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    Courtesy of Amazon
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    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
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    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 • July 17, 2024
  • In this photo illustration, the home page for the OpenAI "ChatGPT" app is displayed on a laptop screen on February 03, 2023 in London, England.
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    Leon Neal via Getty Images
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    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
  • A customer uses a chatbot on their phone
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    NicoElNino via Getty Images
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    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 • July 15, 2024
  • A Samsung flag flies outside the Samsung office on August 25, 2017 in Seoul, South Korea.
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    Chung Sung-Jun via Getty Images
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    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 • July 11, 2024
  • A Upptäcka self-service kiosk in an Ikea store
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    Courtesy of Ingka Group
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    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 • July 8, 2024
  • Attendees walk through an expo hall at AWS re:Invent 2023, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 28, 2023 in Las Vegas, Nevada.
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    Noah Berger / Stringer via Getty Images
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    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 • July 2, 2024
  • A person works on code on a computer monitor.
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    Tirachard via Getty Images
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    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
  • A Target employee completes an in-store checkout purchase and hands a customer a receipt.
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    Permission granted by Target
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    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
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    Permission granted by Forrester
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    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 • June 21, 2024
  • The show floor at Customer Contact Week 2024.
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    Bryan Wassel/CX Dive
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    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 • June 14, 2024
  • The main stage at Customer Contact Week 2024.
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    Bryan Wassel/CX Dive
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    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 • June 14, 2024
  • Image of glowing AI letters in the foreground with a circuit board in the background.
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    KanawatTH via Getty Images
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    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 • June 12, 2024