Welcome to our round-up of the top news in the CX space over the last seven days.
Amazon Web Services (AWS) has expanded its Lex conversational AI platform – embedded into Amzaon Connect – to include sentiment analysis.
Having only incorporated conversational AI into its CCaaS platform a matter of weeks ago, AWS is quickly advancing the sophistication of its offering.
Now, the solution offers a sentiment score for every customer response to a chatbot. Based on this, designers can tweak the language and tone of the bot to fit the customer’s mood better.
Forsta has released a smartphone app, which companies can harness to build customer communities and gain qualitative insights at scale.
Available on iOS and Android devices, the app functions almost like a mini social media platform, providing a space for polls, on-the-go focus groups, and various other crowdsourcing initiatives.
The capacity for uploading videos and photos adds to this, giving color to customer feedback.
Twilio has announced its official entrance into the Canadian market, continuing the company’s rapid business growth.
Welcoming the new Vice President and General Manager of Twilio Canada, Dino Marasco, Twilio has already employed over 50 people who will contribute to the company’s consolidation in the region.
The global cloud-based contact centre market is set to be worth $54.6 billion by 2027, according to a recent report by MarketsandMarkets.
Starting from a base of $17.1 billion in 2022, the growth will happen at a Compound Annual Growth Rate (CAGR) of 26.1% by 2027.
The report states that the CCaaS vendors typically offer technologies that cover each of the following areas:
- Digital transformation with advanced techniques and surging demand for AI and machine learning.
- Advanced analytics technologies for enhanced business operations.
- Automated solutions for business continuity and planning.