Big CX News You May Have Missed

Popular stories from the last week that you may have missed

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Published: March 29, 2021

Carly Read

Popular stories shared among locked-down agents, business leaders and our loyal readership are on AI, acquisitions and a brand new smile function from Google this week. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!

AI Function From Google to Remind Agents to Smile on Calls   

The new smile tool from Google is aimed at aiding CX and live agent mental health. It does this by relieving stress and anxiety through the release of endorphins and encourages the release of serotonin to make our brains work. Perhaps then, it’s no surprise that Google are working on ground-breaking new agent smile technology so customers in video calls can detect their smiles. The aim, of course, is to deliver better CX with a smile.   

The function is controlled by AI, which detects agents’ smiles and puts them in a better mood to be happy, whether working from home or not.  

Google Contact Centre Studio, who made the announcement, accepts that smiling is something that comes naturally to some and not to others.   

They said in a blog post: “Our team has developed an artificial intelligence-supported smile tool to remind your agents of the need always to wear a smile.   

Microsoft Teams Integration with LOGIX Boasts Improved Collaboration and Productivity 

The integration of the Texas-based LOGIX’s Business Voice Cloud with its hosted PBX platform and Microsoft Teams gives existing customers of Microsoft Teams a new option for business voice services.  

Scott Brueggeman, LOGIX Chief Marketing and Sales Officer, said: “Combining LOGIX’s Business Voice Cloud product with Microsoft Teams creates a powerful cloud-based solution that enables companies to manage communications seamlessly within one user platform. 

“LOGIX is constantly improving our product offerings to enable businesses to boost productivity with reliable tools. Our integration of Business Voice Cloud with Microsoft Teams exemplifies this commitment to continued innovation to serve our business customers.” 

How Magic Quadrant Profiles Vendors to Help Business Leaders Make the Best Choices 

Gartner published some guidelines for their Magic Quadrant for insight engines to combine search capabilities with artificial intelligence. We took a closer look in this article.  

“Insight engines represent an evolution of search and natural language technologies (NLTs). They deliver information in context to people (content in context) and to support machine automation (data in context),” the Gartner definition begins.   

“They do this by connecting to varied sources and types of content (such as documents in content services platforms) and data (such as records in operational database management systems) in order to build an index of extracted data that can be queried by people and machines. Connectors and pre-index processing are used to gather and enrich data before it is indexed; touchpoints and post-query processing are used to simplify the experience for people. Insight engines should be viewed as platforms on which multiple insight applications are provided and developed.” 

IBM stands out as a leader in AI automation 

IBM achieved its leadership position in 2021 thanks to a wide portfolio of AI, machine learning, and automation solutions, intended to foster better results through smart technology. A diverse portfolio of Automation AI, language and vision products makes IBM a strong contender in the growing marketplace, with products like IBM Watson Assistant, NLU, Studio, and Discovery. 

One of the aspects that sets IBM apart from other AI competitors right now, is the fact that the company can offer an end-to-end AI lifecycle management experience. Through IBM Cloud Pak for Data, and IBM Watson Studio, developers, data scientists, and more, can build powerful AI models they can trust. 

Throughout the evolving business landscape, companies are infusing intelligence into their workflows to get a better idea of things like customer sentiment and behaviour. IBM’s tools simplify the process of training, deploying, and managing computer vision models. With services like IBM Maximo Visual Inspection, subject matter experts can build applications without deep learning or coding expertise, making AI opportunities more accessible. 

How AI will Serve Omni-Channel Customers Post-COVID 

CX Today’s Carly Read hosted Jonathan Rosenberg, CTO and Head of AI, Five9in an exclusive video chat. The pair discussed how vital AI is in accelerating cloud migration, the importance of deemphasising using AI as a cost-cutting tool and what the future of the contact centre will look like post-pandemic among other AI-themed topics.

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