AI & Automation: Page 2
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When is generative AI the wrong tool?
Despite the hype, the technology is often not the most cost-effective, reliable or efficient tool for enterprises to use, according to Gartner’s Rita Sallam.
By Lindsey Wilkinson • Nov. 4, 2024 -
Thai Phi Le/CX Dive
Wendy’s credits tech for better drive-thru experiences, employee satisfaction
The drive-thru accounts for 70% of transactions, and the company is focusing on improvements, including AI, that can enhance the drive-thru experience.
By Bryan Wassel • Nov. 1, 2024 -
Explore the Trendline➔
Laurence Dutton via Getty Images
TrendlineGenerative AI
In this Trendline, CX Dive explores how leaders are adopting generative AI in their CX practices.
By CX Dive staff -
simonkr via Getty Images
Most consumers prefer live agents for customer service, survey finds
Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.
By Bryan Wassel • Nov. 1, 2024 -
Permission granted by Gartner
Gartner sounds alarm on AI cost, data challenges
“Cost is as big an AI risk as security,” Mary Mesaglio, distinguished VP analyst at Gartner, said during a conference keynote last week.
By Lindsey Wilkinson • Oct. 28, 2024 -
Justin Sullivan/Getty Images via Getty Images
T-Mobile to tap AI for preemptive customer service
The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.
By Bryan Wassel • Oct. 24, 2024 -
(Valentin Russanov) via Getty Images
OpinionDeploying generative AI? Don’t lose sight of customer-centricity
Without customer-centric goals, businesses risk focusing on easy-to-prove cost savings at the cost of longer term, transformational customer experience improvement.
By Maria Marino • Oct. 24, 2024 -
SeventyFour via Getty Images
CX leaders are looking beyond chatbots with AI investments
Most leaders say AI will be critical for CX in two to three years, giving companies time to find the applications that best fit their needs, according to a Genesys survey.
By Bryan Wassel • Oct. 23, 2024 -
Courtesy of Google
Google revamps shopping feature with AI-powered product curation
Upcoming features include AI-generated briefs, dynamic filters to narrow searches based on specific attributes and personalized feeds.
By Bryan Wassel • Oct. 15, 2024 -
Courtesy of AWS
How Brightcove leveraged generative AI to transform customer support
Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.
By Rosalyn Page • Oct. 14, 2024 -
Courtesy of Amazon
Amazon rolls out AI Shopping Guides for curated product discovery
The guides use product searches to deliver pages filled with relevant product details and suggestions.
By Bryan Wassel • Oct. 11, 2024 -
fizkes via Getty Images
Voice technology can drive customer service efficiency, but barriers remain
The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.
By Bryan Wassel • Oct. 11, 2024 -
Courtesy of Walmart
Walmart advances AI ambitions with LLM trained on its own data
The retailer’s AI investments include LLMs tailored to its own needs and personalized homepages planned for launch by the end of 2025.
By Bryan Wassel • Oct. 9, 2024 -
Justin Sullivan via Getty Images
Will Google’s updated AI features up the ante for search experiences?
New features enhancing Lens’ ability to search photos and offering a better layout for recipe results could elevate customer expectations for overall search UX.
By Bryan Wassel • Oct. 4, 2024 -
Inside Creative House via Getty Images
Half of global consumers will share personal data for better experiences, study finds
Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.
By Bryan Wassel • Oct. 3, 2024 -
Creative via Getty Images
Banks are excited about AI. Their customers aren’t so sure.
To address that, lenders need to be more transparent about AI use and educate customers on the benefits and safeguards involved, analysts said.
By Caitlin Mullen • Oct. 2, 2024 -
Courtesy of Volkswagen
Volkswagen integrates Google’s generative AI to enhance app experience
Through a Google collaboration, car owners will be able to search their owners’ manuals by posing questions like “How do I change a tire?”
By Aaron Baar • Sept. 30, 2024 -
Justin Sullivan via Getty Images
Google joins the AI-powered customer service assistant gold rush
The company’s contact center solution emphasizes virtual assistants and could stand out due to Google’s AI expertise, according to Info-Tech Research’s Julie Geller.
By Bryan Wassel • Sept. 24, 2024 -
Courtesy of T-Mobile
T-Mobile, OpenAI to equip customer care agents with AI platform
The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.
By Bryan Wassel • Sept. 19, 2024 -
Stephen Lam via Getty Images
Salesforce expands access to unstructured data to fuel customer insights
The company is adding the ability to mine unstructured data from audio and video sources, which can provide new insights into customer behavior and improve personalization.
By Bryan Wassel • Sept. 18, 2024 -
Joe Raedle via Getty Images
Customers don’t trust AI, and the rift might be hurting business
Researchers find that not only are customers wary of AI, but the inclusion of AI terminology actually decreases customers’ purchasing intention.
By Kristen Doerer • Sept. 17, 2024 -
Sitthiphong via Getty Images
Customers are growing more comfortable with AI customer service
AI handling routine tasks like tracking orders, canceling services and technical support is fine for consumers, but they're skeptical of its handling of complex issues, Kustomer found.
By Kristen Doerer • Sept. 10, 2024 -
Laurence Dutton via Getty Images
CX vendors say contact centers are getting a return on AI chatbot investments
Sprinklr and Verint pointed to examples from retail, banking and healthcare that show improved results from contact center AI.
By Bryan Wassel • Sept. 9, 2024 -
Courtesy of Google
Google Shopping launches virtual dress try-ons in the US
The generative AI-enabled feature is part of a larger effort to enhance the search engine’s ability to help shoppers buy apparel online.
By Lara Ewen • Sept. 9, 2024 -
Alex Wong / Staff via Getty Images
Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls
The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.
By Kristen Doerer • Sept. 5, 2024 -
Courtesy of Perfect Corp.
Virtual try-on offers more sales: Perfect Corp.
The report found that 38.4% of respondents identified virtual fitting rooms and try-ons as the most effective use case of AI and AR tech.
By Xanayra Marin-Lopez • Sept. 4, 2024
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