From the launch of a new “Customer Success Score” to more industry layoffs, here are some extracts from our most popular news stories over the last seven days.
AWS Shares the Latest Generative AI Use Cases for Amazon Connect
AWS is “investing heavily” in large language models (LLMs) for key contact center use cases.
The vendor made the claim in a YouTube video posted earlier this month, which introduces how it has already augmented its Amazon Connect platform with generative AI.
Indeed, Dave Lemons, Builder Solutions Architect at AWS, shared three existing use cases: expanding agent-assist, enhancing manager-assist, and improving customer self-service experiences.
Before introducing these, Lemons stressed:
[We’ll be] ensuring the right level of security, accuracy, observability, and removing bias to make sure generative AI outcomes can be both trusted and valuable.
To maximize these outcomes, AWS builds on the AI and machine learning capabilities already embedded into its CCaaS solution.
Use Case 1 – Expand Agent Assist Capabilities
Amazon Connect Wisdom – the CCaaS platform’s agent-assist offering – predates the explosion of LLMs onto the enterprise tech scene.
By analyzing customer interactions, Wisdom bids to understand customer intent and deliver agents helpful information to resolve a customer’s query in real-time.
It does so by digging into the knowledge management system, internal support documents, CRM, and other customer databases.
GenAI now takes this further. It sieves through all that knowledge to recommend customer responses that agents can review, edit, and send. (Read on…).
Talkdesk Endures Third Round of Layoffs in 14 Months
A spokesperson for Talkdesk confirmed the company has made “limited headcount reductions”, which constitute its third round of layoffs in under 14 months.
The company spokesperson revealed the news to TechCrunch, but she would say how many people would be losing their jobs in this round of cuts.
Yet, an employee has since suggested that at least 140 employees have been made redundant.
Meanwhile, a Portuguese publication, Observador, noted that employees are being asked to sign a “termination by mutual agreement”, which would remove any guarantee of unemployment benefits.
Before that information became public, Tiago Paiva, Founder and CEO of Talkdesk, provided an email statement regarding the company layoffs: “Investments and advancements we’ve made in AI position us at the forefront of CX innovation, enabling a leaner, more agile global organization.
“The limited headcount reductions we made in a few areas will not negatively impact our speed of innovation.
We will continue to invest in and hire in strategic areas that allow us to innovate faster and more efficiently, at scale.
“As one example, we are evolving our location strategy. With our recent FedRAMP In Process designation and success in healthcare and regulated industries, we are increasing R&D investments in the U.S.
“Our business remains strong, and we have a tremendous market opportunity ahead of us.” (Read on…).
Salesforce Creates a “Customer Success Score” to Help Businesses Maximize Their Investment
Salesforce has showcased its “Customer Success Score”, which aims to engage individual functions with the broader customer experience.
The innovation launched at Dreamforce 2023, where Salesforce also unveiled its Einstein 1 platform.
That platform offers the ability to tap various data streams and enable new cross-cloud workflows.
Yet, it also posed a tricky question for customers: where do I start?
Consider a Salesforce admin in charge of Service Cloud. They must think about building those cross-cloud workflows to benefit marketing and sales.
That’s where the Customer Success Score comes in. It helps Salesforce champions look out across clouds and outside of their functional expertise.
It does so by pulling together telemetry data, telling users: How am I using my platform?
Making this point, Rebecca Wetteman, CEO & Principal Analyst at Valoir, told CX Today:
The Success Score shows us: where are the opportunities for value that my business is not capturing? And how should that influence how I think about training, user adoption efforts, utilizing certain functionalities – or whatever it is – so I can maximize value?
Indeed, Salesforce condenses all that information into a dashboard, with a primary score based on three cohorts of data and metrics. (Read on…).
NICE Introduces New Integration Hub, Makes CXone Available on Azure
NICE has launched an integration hub and made CXone available on Microsoft Azure, with new capabilities driven by Enlighten’s AI technology.
Its new integration hub is a secure, low-code/no-code interface that lets businesses integrate their third-party apps to remove data silos and integration issues, providing a solution for complex tech stacks.
The announcement comes as NICE shares its Summer Release of CXone.
Sharing the release, Barry Cooper, President of the CX Division at NICE: “Today’s customer journey is complex. It’s become even more difficult for brands to deliver a next-level customer experience.
For organizations seeking to differentiate their brand’s CX, CXone coupled with Enlighten continues to be the choice for businesses and public service agencies to deliver that experience.
“Our summer release continues to echo our commitment to making CXone the most open CCaaS platform in the market and the most advanced customer journey orchestration engine that delivers solutions with employees’ needs in mind, helping them excel.”
The CXone Supervisor workspace has also gained a new team management capability powered by Enlighten and Real-Time Behavioural Guidance. (Read on…).
