AI & Automation: Page 3
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The biggest challenge of AI? Bringing along wary customers
As more and more businesses adopt AI in customer service, employees say maintaining customer trust is a primary hurdle.
By Kristen Doerer • Aug. 9, 2024 -
Courtesy of Amazon
Amazon’s checkout technology is getting an AI upgrade
Just Walk Out is rolling out an advanced AI model the e-commerce giant says will make its system more accurate and efficient, and less costly to implement.
By Jeff Wells • Aug. 2, 2024 -
Explore the Trendline➔
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Trendline
Generative AI
In this Trendline, CX Dive explores how leaders are adopting generative AI in their CX practices.
By CX Dive staff -
Courtesy of Taco Bell
Taco Bell to deploy drive-thru voice AI to hundreds of US locations
The technology is part of Yum’s ongoing strategy to create a digital ecosystem that can improve operations and boost profits.
By Julie Littman • Aug. 1, 2024 -
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EBay’s AI investments fuel streamlined experiences for buyers and sellers
Tools, like Shop the Look, help buyers find inspiration by showing multiple items together, while Magical Listing streamlines the listing process for sellers.
By Bryan Wassel • Aug. 1, 2024 -
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In-store experience wins out as customers want to see and touch purchases
Customers value associate’s advice, particularly for luxury goods, while they feel frustrated by chatbots’ inability to resolve customer service inquiries.
By Bryan Wassel • Updated July 26, 2024 -
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Google sees potential for generative AI to boost CX while saving money
The technology’s applications are broad enough to benefit customers and the bottom line at the same time, according to CEO Sundar Pichai.
By Bryan Wassel • July 24, 2024 -
Stephen Lam via Getty Images
Salesforce launches customer-facing generative AI assistant
The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.
By Bryan Wassel • July 17, 2024 -
Courtesy of Amazon
Amazon rolls out generative AI shopping tool Rufus to all US customers
CEO Andy Jassy first mentioned the tool in February and said it marked “a significant customer experience improvement for discovery.”
By Tatiana Walk-Morris • July 17, 2024 -
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Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds
Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.
By Bryan Wassel • July 17, 2024 -
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Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success
As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?
By Rosalyn Page • Updated July 17, 2024 -
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Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders
Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.
By Bryan Wassel • July 15, 2024 -
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Samsung turns to AI to bridge the customer intent service gap
The technology can help inform an agent beforehand on the reason behind a call and provide callers with links to set up appointments.
By Bryan Wassel • July 11, 2024 -
Courtesy of Ingka Group
After installing self-service kiosks, Ikea says it can assist 6 times as many customers
The Upptäcka self-service kiosks allow associates to spend more time helping customers with complex questions about home furnishing, the company said.
By Bryan Wassel • July 8, 2024 -
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Amazon adds step-by-step guides to its AI assistant’s capabilities
AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.
By Bryan Wassel • July 2, 2024 -
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HR is often left out of AI plans, despite the need for upskilling and inclusion
Although people and change management play a major role in AI adoption, HR isn't always part of the conversation, McLean & Co. says.
By Carolyn Crist • June 26, 2024 -
Permission granted by Target
Target to roll out generative AI chatbot for store employees
The new tool, dubbed Store Companion, is designed to answer on-the-job process questions and support store operations.
By Nate Delesline III • June 24, 2024 -
Permission granted by Forrester
How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’
Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.
By Kristen Doerer • June 21, 2024 -
Bryan Wassel/CX Dive
5 considerations for how contact center agents fit into an AI future
Call center experts and leaders at Customer Contact Week 2024 examined how generative AI is changing the nature of agents’ work.
By Bryan Wassel • June 14, 2024 -
Bryan Wassel/CX Dive
When it comes to generative AI, rollouts need planning — and patience
“It’s about using the right tools in the right place for the right part of the workflow,” said US Radiology Specialists’ Enda Murphy.
By Bryan Wassel • June 14, 2024 -
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Most top CX teams have already invested in AI, survey finds
The most advanced CX teams have implemented AI solutions, but there's no need to rush adoption, one expert said.
By Bryan Wassel • June 12, 2024 -
Drew Angerer / Staff via Getty Images
Microsoft enters contact center market with generative AI assistant
The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.
By Kristen Doerer • June 5, 2024 -
Stephen Lam / Stringer via Getty Images
Salesforce earnings disappoint, but CX use cases are a bright spot
The CRM provider expects its sales slowdown to reverse as more companies dig into customer data to fuel generative AI investments.
By Kristen Doerer • May 31, 2024 -
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How leaders can reassure agents in the AI-powered contact center
Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.
By Bryan Wassel • May 30, 2024 -
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Target’s express self-checkout garners high customer satisfaction scores
The retailer earned high marks after remaking its checkout experience by limiting self-checkout options and adding more staffed registers.
By Bryan Wassel • May 29, 2024 -
Kaarin Vembar/CX Dive
How Walmart is using generative AI
Jon Alferness, chief product officer of Walmart U.S., spoke with Retail Dive about how the big-box retailer is deploying tech to serve customers and frontline workers.
By Nate Delesline III • May 24, 2024
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