AI & Automation: Page 5
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Amazon connects generative AI to the contact center
By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.
By Kristen Doerer • Nov. 30, 2023 -
Simon introduces AI-driven holiday shopping tool
The HolidAI Gift Finder experience will roll out at two properties — one in New York and another in California — this season.
By Tatiana Walk-Morris • Nov. 17, 2023 -
Trendline
Top 5 stories from CX Dive
The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.
By CX Dive staff -
4 principles for AI use in retail: NRF
The organization is providing a framework to encourage the proper application of artificial intelligence technology, with an emphasis on consumer trust.
By Tatiana Walk-Morris • Nov. 16, 2023 -
Coalition pushes to ‘stop fake reviews’ as they proliferate
Amazon, Expedia, Glassdoor and others are cracking down on the widespread practice.
By Kristen Doerer • Nov. 15, 2023 -
Opinion
How retailers can harness AI to transform Black Friday shopping
Holiday shopping can be a stressful time for consumers and a single bad experience — like incorrect information online or shipping delays — can cause a brand to lose a customer for life.
By Riad Hijal • Nov. 10, 2023 -
Warby Parker invests in tech for holistic customer experience
The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains.
By Lindsey Wilkinson , Kristen Doerer • Nov. 9, 2023 -
Grocers need to put the customer first to build trust in AI initiatives
A dunnhumby study found that consumer trust in grocers’ use of AI is low, but putting experiences over the bottom line can assuage their concerns.
By Bryan Wassel • Nov. 9, 2023 -
Prudential Financial leans on tech partnerships in a bid to improve customer service
While it operates at a net loss, the company is working to enhance its sales and claims platforms.
By Kristen Doerer • Nov. 9, 2023 -
Generative AI finds a tentative home in customer service
Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.
By Kristen Doerer • Nov. 8, 2023 -
In the age of self service, live agents remain a must-have
Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.
By Bryan Wassel • Nov. 7, 2023 -
Deep Dive
6 CX trends to boost ROI and retain customers
The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.
By Kristen Doerer , Bryan Wassel • Nov. 6, 2023 -
Would you like to speak with a live agent? One-third of Gen Z, millennials say no.
Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.
By Bryan Wassel • Nov. 6, 2023 -
Amazon’s generative AI investments to fuel CX improvements, CEO says
Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.
By Bryan Wassel • Nov. 1, 2023 -
Microsoft leans on AI to power experiences across LinkedIn, Bing
The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.
By Bryan Wassel • Oct. 31, 2023 -
Generative AI to power Dell’s self-service experience
Automated issue resolution, self-service and hyper-efficient support aim to enhance customer experience.
By Bryan Wassel • Oct. 27, 2023 -
Domino’s, Microsoft partner to bring AI to restaurants, online ordering
The two companies will work together to create technology with Azure OpenAI to help managers handle inventory, staff scheduling and customer experience, with the first iteration of the generative AI set to roll out by March.
By Julie Littman • Oct. 3, 2023 -
ServiceNow targets service management with generative AI integrations
The IT service management solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history.
By Lindsey Wilkinson • Sept. 20, 2023 -
Where Papa Johns implements AI
The company focuses on improving efficiency while tuning systems when the stakes are high, Papa Johns’ Justin Falciola said.
By Lindsey Wilkinson • Aug. 1, 2023 -
Yum Brands inks AI-powered customer data partnership
Treasure Data will collect first-, second- and third-party data for the restaurant company to create “a single view of a customer across multiple brands.”
By Aneurin Canham-Clyne • July 6, 2023
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