Tag: Artificial Intelligence

Amazon take part in trial for UK drone use

Amazon are among a group of organisations who have been selected for a trial testing drones for business use in the UK. The trial will focus on gathering data on how the drones detect and avoid other aircraft. “Our goal...

Hallucinating chatbots and misleading information: how to bridge the AI  – human divide

Any business with a large customer base appears to be prioritising AI, automation and chats to improve customer service and overall customer experience. But is that what the customer wants? Christian Banhans, managing director of spusu, believes there is away to...

Sigma Connected deploys AI platform to clear up call quality

Call centre operator, Sigma Connected has deployed an AI-powered noise cancellation platform to clear up the sound quality of its voice calls. Sigma started testing Iris Clarity in February of this year and has since optimised hundreds of thousands of...

Five9 launches AI suite to revolutionise customer experience

Five9 revealed an AI suite designed to boost customer experiences last week.  The platform includes a four-step process to help businesses identify and implement AI solutions quickly and deliver measurable returns with Five9’s guidance.  “AI has enormous potential to improve the customer...

Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...

CEOs rank their workforce as their third priority

New HR research from Gartner has found that CEOs ranked workforce as their third most important business priority for the next year. This falls behind growth and technology as business focuses. Alongside this, the research found that general workplace investments are...

Customer service decline finds brands and shoppers more disconnected than ever

New research has found that the average quality of customer service is on the decline, as brands and UK shoppers are more disconnected than ever. A recent study by CommBox found that while nearly all business respondents (90%) believed their...

GenAI projects forecasted to be abandoned next year

After extensive research and business calculations, Gartner has predicted that at least 30% of GenAI projects will be abandoned after proof of concept by the end of 2025. The business experts estimate this will be the result due to poor...

FTC Investigating AI-Based Dynamic Pricing

The Federal Trade Commission (FTC) has ordered eight companies to provide more details of their practices. These companies, which use AI to set prices based on consumer data, should now clarify how this may harm privacy, fair competition, and consumer...

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...