It's an Enterprise Connect takeover!
With one of the biggest events in the enterprise IT calendar taking place this week, we have a breakdown of some of the major announcements – from Talkdesk's "industry-first” GenAI suite for on-premise contact centers, to the new "memory" feature for NICE's Enlighten AI Suite.
Here are the extracts from some of our most popular news stories over the last seven days.
NICE Gives Its Enlighten AI Suite a Memory, Aims to Power More Personalized Experiences
NICE has unveiled Enlighten XM (Experience Memory) at Enterprise Connect 2024, the latest addition to its Enlighten AI suite.
Enlighten XM combines customer conversation data, metadata, and analytics from the business’s customer experience ecosystem. That provides an increased understanding of a customer’s journey and preferences.
Moreover, it helps build a unique memory graph for each customer, which feeds a large language model (LLM) to improve and personalize outputs across several GenAI-powered solutions within the Enlighten suite.
For example, consider how it may bolster Enlighten Autopilot, the virtual agent solution.
With additional context, the bot may resume an interaction from where the customer left off, even if they switched channels or devices. NICE names this capability “Continuous Conversational Sync”.
Enlighten XM can also augment Enlighten Copilot, the virtual assistant for contact center agents (Read on...).
Salesforce Introduces a Conversational Intelligence Solution for Service Cloud
Salesforce has announced a slew of Service Cloud innovations aimed at enhancing customer experience and driving revenue growth.
First up is a Einstein Conversation Mining, a conversational intelligence solution that gains insights into the predominant reasons customers reach out through various channels such as voice, messaging, and third-party apps.
Businesses can leverage the solution to transfer these insights into actionable strategies for contact center automation and agent coaching.
Next is Generative AI (GenAI) Survey Summarization. Used in conjunction with Salesforce Data Cloud, the solution identifies the reasons for CX failings and low customer satisfaction scores.