Contact centers have long harnessed automation and AI to simplify customer inquiries. Now, the advent of generative AI (GenAI) is transforming the customer experience once again.
GenAI and automation solve global organizations' biggest customer service challenges: meeting increased demand, reducing costs, and improving customer experience.
Read this IDC Spotlight report to discover how your organization can start evaluating current automation and AI capabilities, addressing bias, unpredictability, and data security challenges, and developing a comprehensive GenAI strategy.
Learn how this combo AI-powered approach helped organizations reduce the cost of cloud spend, increase productivity, experience 42% fewer unplanned outages annually, and realize a three-year ROI of 419%.
Provided by IBM
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Questions raised over AI’s impact as studies tout conflicting adoption outcomesNews Two reports highlight the difficulty of judging the impact of AI on jobs, productivity, and wages
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Sick and tired of spreadsheets? Perplexity’s new tools can help with thatNews Perplexity Labs is available now for Pro subscription users
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Meta faces new ‘open washing’ accusations with AI whitepaperNews The tech giant has faced repeated criticism for describing its Llama AI model family as "open source".
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Agentic AI is coming for customer service jobsNews A report from Cisco shows the agentic AI shift is coming “faster than anyone anticipated”
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“Public trust has become the new currency for AI innovation”: Why SAS is ringing the alarm bell on AI governance for enterprisesNews Demonstrating responsible stewardship of AI could be the key differentiator for success with the technology, rather than simply speed of adoption
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SAS wants its AI agents to supercharge workers, not replace themSAS has announced a new agentic AI service aimed at helping enterprises deploy agents alongside domain-specific AI models.
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Microsoft says workers should believe the hype with AI tools: Researchers found Copilot users saved three hours per week sifting through emails, gained more focus time, and completed collaborative tasks 20% fasterNews Using AI tools paid dividends for some workers, but alternative research shows it could create problems for others down the line.
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AI-first partnerships: Unlocking scalable growth for businessIndustry Insights Channel partners play a vital role in facilitating AI adoption, but there's more to offering support than simple integration
