AI & Automation: Page 9
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AWS, Salesforce upgrade contact center tech as generative AI creeps in
New features in the AWS and Salesforce product suites seek to improve call analysis and help agents quickly resolve common inquiries.
By Bryan Wassel • March 25, 2024 -
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Accenture thinks generative AI can level up CX, but data stacks need work
The consulting firm is working with Best Buy to transform its contact center operations by leveraging data and generative AI.
By Bryan Wassel • March 22, 2024 -
Explore the Trendline➔
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TrendlineTop 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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Most retail leaders say AI plays an important role in search strategies
Retail leaders cited improved accuracy and relevance as the two biggest roles AI can play, according to a new Algolia and Coleman Parkes Research survey.
By Bryan Wassel • March 20, 2024 -
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Sponsored by IBMGenerative AI offers marketing a time to shine
It’s swiftly disrupting business and society, forcing leaders to rethink their assumptions, plans, and strategies in real-time.
By IBM Institute for Business Value in collaboration with Oxford Economics • March 18, 2024 -
Zendesk enhances call center AI options with Ultimate acquisition
Zendesk is among a slew of customer service vendors expanding AI offerings as automation in the call center grows.
By Bryan Wassel • March 14, 2024 -
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DoorDash adds AI to chat feature to detect harassment between workers and customers
The aggregator is replacing an old chat monitoring tool with SafeChat+, which can detect inappropriate content without keyword matching.
By Aneurin Canham-Clyne • March 13, 2024 -
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Sponsored by IBMWhat are CEOs thinking about AI in customer service?
No single area of an organization provides a better foundation to demonstrate generative AI success than customer service.
By IBM Institute for Business Value in collaboration with Oxford Economics • March 12, 2024 -
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Back to CX basics: Where does modern tech fit in?
Business leaders need to keep customer expectations in mind when pursuing new tech and consider how modern tools can enhance foundational experiences, experts told CX Dive.
By Bryan Wassel • March 7, 2024 -
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Klarna sees its AI assistant as a success. Is it too early to tell?
The Open AI-powered customer service assistant is handling the work of 700 full-time agents, Klarna said, but experts note the human touch is still important.
By Bryan Wassel • March 4, 2024 -
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Salesforce wants to unlock ‘islands of trapped data’
CEO Marc Benioff is adamant that businesses need a seamless data experience if they want to benefit from generative AI.
By Roberto Torres • March 4, 2024 -
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3 ways generative AI will transform the CX practice
More technology vendors are adding generative AI and it’s reshaping how companies understand their customers and manage their CX strategy, a Gartner analyst writes.
By Don Scheibenreif • March 4, 2024 -
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‘Clunky’ chatbots disrupt e-commerce experiences, survey finds
AI-powered chatbots are the top reason consumers abandon an online shopping experience, an Intellias survey found.
By Bryan Wassel • Feb. 29, 2024 -
Courtesy of Salesforce
Salesforce’s Einstein Copilot, a generative AI-powered assistant, goes global
The conversational assistant's wider launch is part of Salesforce’s push to become the premier CRM vendor implementing generative AI.
By Bryan Wassel • Updated Feb. 28, 2024 -
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Walmart credits associate-facing tools for NPS boost
CEO Doug McMillon sees “big opportunities” for generative AI to improve customer and associate experiences.
By Bryan Wassel • Feb. 22, 2024 -
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Wendy’s to invest $35M in mobile and digital menu experiences
The restaurant operator wants to provide customers more seamless app experiences and improve order accuracy through digital menu boards.
By Bryan Wassel • Feb. 21, 2024 -
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Why generative AI experiments fail
CIOs shouldn’t lessen their expectations for the technology but rather know how to move forward, either by tweaking plans or cutting the cord on a project.
By Lindsey Wilkinson • Feb. 20, 2024 -
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Customers are taking to social media to share feedback. Are businesses listening?
With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.
By Kristen Doerer • Feb. 16, 2024 -
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Medallia launches 4 generative AI tools as ‘human in the loop’ investments grow
The tools arrive as companies begin to experiment with generative AI internally ahead of potential customer-facing applications.
By Bryan Wassel • Feb. 12, 2024 -
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Amazon CEO seeks to ‘reinvent’ CX with generative AI
The cloud and e-commerce giant is building dozens of generative AI-powered apps to improve customer experience across its businesses.
By Bryan Wassel • Feb. 2, 2024 -
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Yelp enhances user experience with AI-driven features
Large language models will create business summaries for restaurant, food and nightlife businesses based on content from reviews.
By Julie Littman • Jan. 31, 2024 -
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Generative AI will drive CX in 2024 — but leaders must separate hype from reality
Though generative AI is expected to benefit personalization and chatbots, companies should focus on what generative AI can do, not lofty prognostics, experts told CX Dive.
By Bryan Wassel • Jan. 23, 2024 -
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With customers wary of AI, KPMG urges companies to get implementation right
Businesses tout the value that AI can bring to the customer experience, but its implementation can easily backfire without trust.
By Kristen Doerer • Jan. 22, 2024 -
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How CIOs can respond to AI vendor red flags
Companies expect generative AI implementations to trim costs or improve user experiences. But not every tool can deliver on its promises.
By Lindsey Wilkinson • Jan. 22, 2024 -
Courtesy of National Retail Federation / Jason Dixson Photography
Retailers, hyped about generative AI, deploy customer-facing tools
Leaders from Walmart, Canadian Tire and Target offered insight into how generative AI is shaping their CX strategies.
By Bryan Wassel • Jan. 18, 2024 -
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Businesses say generative AI in CX has improved ROI
Generative AI has immense value, but businesses need to implement it thoughtfully, experts told CX Dive.
By Kristen Doerer • Jan. 17, 2024
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