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

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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

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

Microsoft enters contact center market with generative AI assistant

The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.

By Kristen Doerer • June 5, 2024

Salesforce earnings disappoint, but CX use cases are a bright spot

The CRM provider expects its sales slowdown to reverse as more companies dig into customer data to fuel generative AI investments.

By Kristen Doerer • May 31, 2024

How leaders can reassure agents in the AI-powered contact center

Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.

By Bryan Wassel • May 30, 2024

Target’s express self-checkout garners high customer satisfaction scores

The retailer earned high marks after remaking its checkout experience by limiting self-checkout options and adding more staffed registers.

By Bryan Wassel • May 29, 2024

How Walmart is using generative AI

Jon Alferness, chief product officer of Walmart U.S., spoke with Retail Dive about how the big-box retailer is deploying tech to serve customers and frontline workers.

By Nate Delesline III • May 24, 2024

Online shopping takes excessive effort for many customers, study finds

Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

By Bryan Wassel • May 10, 2024

Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale

The wireless provider is tapping AI to help customers get the most out of its MyPlan service and retain customers at risk of dropping their subscriptions.

By Bryan Wassel • April 25, 2024

Medallia’s CEO departs, chairman leads search for replacement

Joe Tyrrell left last week for personal reasons but is still working with Medallia on the CEO transition.

By Bryan Wassel • April 23, 2024

Frost & Sullivan on AI in the contact center: Are you set up for success?

 How AI is reshaping customer and employee experience.

April 22, 2024

Zendesk adds more AI to power chatbots, contact center copilots

In partnership with AWS and Anthropic, Zendesk is adding AI to better support customer inquiries, whether that’s through calls or self-service. 

By Bryan Wassel • April 19, 2024

Perfect Corp. releases AI hair-identifying tool for personalization

The company said the tech lets brands and retailers provide personalized advice online and in-store.

By Xanayra Marin-Lopez • April 16, 2024

Amazon CEO peels back the layers of generative AI, its next pillar of growth

AWS services “will empower internal and external builders to transform virtually every customer experience that we know,” Amazon CEO Andy Jassy said.

By Lindsey Wilkinson • April 12, 2024

What’s missing with AI rollouts? Employee trust.

Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.

By Bryan Wassel • April 11, 2024

IHG taps Google Cloud for AI-powered travel planner

The partnership aims to enhance the booking and planning experience, something IHG sees as “critical” to guest loyalty and engagement.

By Noelle Mateer • April 11, 2024

Discover, Mercedes-Benz turn to Google for customer service AI

Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.

By Bryan Wassel • April 9, 2024

Conversational support grows as AI improves the chatbot experience

Conversational messaging has grown to meet customers’ demand for more self-service options, Infobip found.

By Kristen Doerer • April 9, 2024

Only 1 in 5 consumers trust self-service for support, report finds

Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.

By Bryan Wassel • April 8, 2024

Call centers must maintain security, trust as they implement AI, experts say

Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.

By Bryan Wassel • April 4, 2024

Marriott Bonvoy tests AI-powered search to personalize travel planning

Homes & Villas by Marriott Bonvoy is letting shoppers search its rentals however they like — even without a specific destination in mind.

By Bryan Wassel • April 3, 2024

Amazon to drop ‘just walk out’ at some grocery stores

The e-commerce giant will replace the grab-and-go tech with its smart shopping carts in its Amazon Fresh grocery stores, a tech media outlet reported.

By James Pothen • April 3, 2024

Agent roles are evolving as call centers enter the AI-powered era

The growing role of AI in the call center is undeniable, but it can’t come at the expense of agent support, experts say.

By Bryan Wassel • April 2, 2024

More than half of shoppers would use generative AI for clothing purchases: Adobe

Nearly three-quarters of respondents said they think using the technology to try on products virtually would boost their buying confidence.

By Tatiana Walk-Morris • April 2, 2024