Three Keys to Successful AI Adoption

CHRIS HEINEKEN | February 10, 2020 | 219 views

Over the past several years, we have begun to see the emergence of artificial intelligence (AI) in businesses. According to a study for the AI Index 2019 Annual Report, more than half of respondents report their companies are using AI in at least one function or business unit. Thirty percent report they have AI embedded across multiple areas of their business. As businesses continue to develop their understanding of what is possible with AI, we can expect to see a continued increase in AI adoption.

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SOTI

SOTI is a proven innovator and industry leader for mobility and IoT management. Organizations around the world depend on SOTI to enable their strategies for mobile devices, applications, content, as well as endpoints for the Internet of Things. Strong relationships with mobile technology and IoT partners around the world gives us advanced knowledge of new technologies and cutting-edge business solutions. Our commitment to innovation ensures your business is one step ahead with the solutions you need to take mobility to endless possibilities.

OTHER ARTICLES
SOFTWARE

How is your company managing its AI and ML initiatives?

Article | August 8, 2022

When it comes to artificial intelligence (AI) and machine learning (ML) projects, the biggest challenge for CXOs isn't necessarily deployment, but rather, managing these initiatives. For example, what do you anticipate your AI/ML budget will look like? What business areas are you applying AI/ML in? How knowledgeable is your upper management about AI/ML? Sometimes even determining the manager of managing initiatives can become an issue.

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FUTURE TECH

Empowering Industry 4.0 with Artificial Intelligence

Article | July 26, 2022

The next step in industrial technology is about robotics, computers and equipment becoming connected to the Internet of Things (IoT) and enhanced by machine learning algorithms. Industry 4.0 has the potential to be a powerful driver of economic growth, predicted to add between $500 billion- $1.5 trillion in value to the global economy between 2018 and 2022, according to a report by Capgemini.

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INNOVATION, SOFTWARE, FUTURE TECH

How Artificial Intelligence Is Transforming Businesses

Article | November 14, 2022

Whilst there are many people that associate AI with sci-fi novels and films, its reputation as an antagonist to fictional dystopic worlds is now becoming a thing of the past, as the technology becomes more and more integrated into our everyday lives. AI technologies have become increasingly more present in our daily lives, not just with Alexa’s in the home, but also throughout businesses everywhere, disrupting a variety of different industries with often tremendous results. The technology has helped to streamline even the most mundane of tasks whilst having a breath-taking impact on a company’s efficiency and productivity

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The advances of AI in healthcare

Article | February 11, 2020

With the Government investing £250 million into the project, the Lab will consider how to use AI for the benefit of patients – whether this be the deployment of existing AI methods, the development of new technologies or the testing of their safety. Amongst other things, the initiative will aim to deliver earlier diagnoses of cancer. It is estimated that in excess of 50,000 extra patients could see their cancer being detected at an early stage, thus boosting survival rates. More specifically, a study has shown that AI is quicker in identifying brain tumour tissue than a pathologist.This would have a positive knock-on effect in other areas, such as enabling money to be saved (that otherwise would have been spent on further treatment) and reducing the workload of staff (at a time when there is a crisis in NHS workforce numbers).

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Spotlight

SOTI

SOTI is a proven innovator and industry leader for mobility and IoT management. Organizations around the world depend on SOTI to enable their strategies for mobile devices, applications, content, as well as endpoints for the Internet of Things. Strong relationships with mobile technology and IoT partners around the world gives us advanced knowledge of new technologies and cutting-edge business solutions. Our commitment to innovation ensures your business is one step ahead with the solutions you need to take mobility to endless possibilities.

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AI APPLICATIONS, SOFTWARE, FUTURE TECH

Sprinklr Introduces New Self-Service Plan and ChatGPT-Enabled Tools to Help Enterprise Social Teams

Businesswire | March 31, 2023

Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced the launch of a self-service version of its industry-leading social media management solution Sprinklr Social. Social media teams can now access Sprinklr Social on a self-service basis by subscribing to its ‘Advanced’ Plan.” This out-of-the-box version of Sprinklr Social includes publishing, engagement, and reporting tools integrated with OpenAI’s generative AI models to help enterprise social media teams create better content, more quickly, with fewer resources. "OpenAI has shown the potential for generative AI to change how brands operate," said Sprinklr Chief Technology Officer, Pavitar Singh. "Combining the power of OpenAI technologies with the focus of Sprinklr AI, we aim to change how enterprises interact with their customers. We are announcing the first integration with Sprinklr Social today. We will have much more to come across every product suite as we tap the power of generative AI across the industry's only Unified-CXM platform." The Sprinklr Social Advanced Plan is pre-built with OpenAI GPT integrations enabling customers to leverage generative AI capabilities for content publishing, engagement, and reporting: Content Publishing: Brainstorm content ideas and get creative, channel-specific copy for posts instantly; adjust tone, length, grammar and much more. Engagement: Reword and simplify responses, modify length and tone, translate to multiple languages, and maintain quality with AI-enabled grammar check. Reporting: Auto tag inbound messages to identify emerging themes and get performance insights in real-time. Sprinklr Social (Formerly Sprinklr Social Engagement & Sales) has long served many of the world’s most iconic brands. However, smaller enterprise social media teams have expressed the need for out-of-the-box solutions that are quick to deploy and easy to use. Sprinklr Social’s Advanced Plan integrated with OpenAI generative AI addresses these needs. This out-of-the-box version of Sprinklr Social is simpler, smarter, and better than competing enterprise tools. Product highlights include: Quick and easy onboarding: Sprinklr Social’s Advanced Plan is completely out-of-the-box. Users can complete setup within minutes and go live instantly. Social media management at scale on major channels: In-depth capabilities around listening, publishing, engagement, governance, and reporting across six social channels (Facebook, Instagram, TikTok, LinkedIn, Twitter, YouTube). User-friendly interface: Social media teams can take advantage of Sprinklr’s simplest UI yet, designed for complete personalization and simple, intuitive navigation. In-depth Listening: Sprinklr Social’s Advanced Plan leverages AI-powered social listening to transform unstructured data into actionable insights and give enterprises a more complete view of the customer, market, and competitors. OpenAI GPT-enabled AI: Leverage OpenAI’s GPT capabilities to improve efficiency across publishing, engagement, and reporting - generate content faster, configure message workflows, and automate reporting to allow even smaller teams to manage social media at scale. Scalability: Easily migrate to Sprinklr Social’s Enterprise Plan when scaling social media efforts across channel coverage, governance, reporting and analytics. Affordability: At just $299 per user per month, Sprinklr Social’s Advanced Plan is an affordable solution for businesses looking to manage their social media presence, making it accessible to a broader range of businesses. The product also offers a 90-day Free Trial for teams to explore, learn and adopt the tool. “2023 is the year that the enterprise finally puts AI to work at scale,” continued Singh. “For more than a decade Sprinklr has helped many of the most iconic brands process oceans of unstructured customer experience data from 30+ digital channels and millions of data sources to identify and understand trends, drive better-informed business decisions, and make their own customers happier. With an out-of-the-box, self-service option, we can bring the most powerful social media platform on the market to enterprise social teams of any size. Our new integration with OpenAI and ChatGPT brings our Sprinklr Social customers the power of generative AI to create better content more quickly, improve engagement, and drive better business results.” “Generative AI has become table stakes as quickly as any technology in recent memory,” said Shep Hyken, customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. “However, differentiation is not through integration alone. Sprinklr is well positioned to help enterprises apply this technology effectively because they have built an architecture from the ground up to unify, centralize, and ensure the quality of all CX data on one platform. The quality of Sprinklr AI and data combined with generative AI is game changing.” The self-service and enterprise versions of Sprinklr Social are powered by the same code base, which means that: Teams can seamlessly opt for the enterprise offering as their requirements grow. With the same code base, teams can experience easy portability and data migration. About Sprinklr Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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GENERAL AI, SOFTWARE, FUTURE TECH

Unqork and Rhino.ai Launch Migration Factory for Low-Code, Legacy Players to Move to Codeless Architecture

Prnewswire | March 30, 2023

Unqork, the leading Codeless as a Service platform, today announced its partnership with Rhino.ai, to launch its new Migration Factory solution. Rhino.ai's patented AI-driven software streamlines software migration by automatically extracting and converting workflows, schemas, data, APIs, and roles from legacy environments and platforms, seamlessly integrating them into modern PaaS platforms. With the new Migration Factory, customers will be able to easily migrate their low-code and legacy applications to Unqork's Codeless as a Service platform, allowing them to continue using their existing applications with the benefits of codeless. Unqork's Codeless as a Service platform allows enterprises to build and run applications up to ten times faster by replacing subjective language – legacy code – with objective data. As a result, Unqork is the first data-defined software that relieves enterprises from technology legacy, providing unrivaled upgradability and security for technology, and speed and flexibility for business. With Unqork's Codeless as a Service, enterprises deploy complex, mission-critical applications that reduce the time and cost of legacy maintenance, reducing development costs and increasing developer productivity. Migrating from legacy technology at scale is a resource intensive endeavor. As a solution, the Migration Factory offering from Rhino.ai enables clients to accelerate these migrations, while diverting resources to impactful modernization programs and new product builds. The Migration Factory will enable enterprises to quickly and easily migrate their legacy applications – whether they are built with low-code platforms or traditional coding languages – so enterprises can move their technology stack to a more modern, future-proof application architecture with the added benefits of Unqork's codeless platform. This is the first time ever that organizations will be able to migrate their enterprise applications to a codeless architecture. "As a former CIO, I experienced firsthand the many challenges leaders face today to maintain legacy code, with 80% of my budget spent just to maintain languages that were on their way to extinction," said Gary Hoberman, Founder and CEO, Unqork. "We're thrilled to partner with Rhino.ai as we take steps closer to a future that is free from legacy for applications that are future-proof and compatible with any technology so customers can spend time creating innovative projects and advancing their business." "At Rhino.ai, we are dedicated to partnering with game-changing innovators that are pushing the boundaries of what you can do with technology," said Adam Branch, CEO, Rhino.ai. "Unqork is a major pioneer of no-code technology and we could not be more excited to partner with them as they build towards a future without the many hurdles of low-code and legacy software." About Unqork Unqork is the leading Codeless as a Service platform that helps leading organizations build, deploy and manage complex software without having to think about code. Unqork created the codeless architecture standard – the future of software development that frees the world's largest enterprises from the pitfalls of legacy code and allows them to focus on innovation to drive business and maintain a competitive edge. More than one third of Unqork's corporate customers are in the Fortune 500, with a customer roster that includes Goldman Sachs, Marsh, Maimonides Medical Center and the U.S. Department of Health and Human Services.

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AI TECH, GENERAL AI, SOFTWARE

Cresta Expands its Generative AI Solutions for the Contact Center

Prnewswire | March 29, 2023

Cresta, a leading provider of generative AI for intelligent contact centers, today announced the introduction of several new solutions and enhancements to its Cresta Real Time Intelligence Platform, a comprehensive portfolio of AI-powered products and solutions that seamlessly work together to help organizations grow revenues and retain customers. Businesses are increasingly intrigued by the prospects of generative AI but only willing to invest in the technology if there is a tangible ROI. Powered by generative AI, these new solutions help contact center and sales teams become more effective by identifying the behaviors and drivers that improve business outcomes. "With AI reaching an inflection point, companies across industries are trying to navigate the hype and determine how to use this technology to drive more business efficiencies," said Ping Wu, VP of Engineering & Product at Cresta. "These new solutions will help businesses overcome this challenge by underpinning their sales and service strategies with deep insights based on customer conversations with their best agents." Drive Revenue Growth by Narrowing the Sales Performance Gap The new Cresta Sales for Revenue Growth solution helps revenue generating contact centers and service to sales teams build and follow bespoke playbooks that are proven to improve business outcomes and narrow the gap between top and bottom performers. Powered by Cresta's powerful generative AI engine, sales organizations can quickly discover the behaviors and tactics that are proven to drive revenue and reinforce them in every customer conversation with real-time coaching. Cresta Sales for Revenue Growth helps managers and agents improve revenue performance as quickly as possible by helping teams identify winning sales behaviors, providing visibility into 100% of conversations to ensure key behaviors are followed, and through real-time coaching to make agents more effective and improve business results. Increase Agent Effectiveness Through Outcome-Oriented Coaching and Business Insights Most organizations still review only a portion of customer conversations to determine effectiveness and compliance. The lack of visibility into what is actually happening makes it difficult, if not impossible, to bridge the performance gap between the behavior of their high and low performing agents. Organizations also find they lack the data to identify which behaviors most impact agent performance and the tools to drive effective coaching at scale. The new Cresta Post-Call solution improves the effectiveness of contact centers by providing managers and supervisors with insights to identify and prioritize the key behaviors driving business success, along with the ability to ensure consistency by automatically reviewing agent adherence to behaviors in every conversation. This timely, personalized coaching helps agents improve their performance. Cresta's three-step process to improve agent performance includes: identifying the behaviors that drive positive business outcomes, driving agent adherence through training and personalized coaching, and measuring results for continuous improvement. Improve Self-Service Effectiveness by Identifying Reasons Why Customers Are Engaging Cresta also announced several enhancements to the Cresta Intelligent Automation solution and the company's virtual agent product that help businesses build savvier and more effective chatbots. These enhancements include: Topic Discovery – Automatically identifies high volume use cases from all historical conversation transcripts. The Topic Discovery feature gives visibility into where to automate to have the biggest impact, and changes in use case composition as markets change. Intent Modeling – Identifies and trains intents modeled from real data, ensuring high performance Natural Language Understanding (NLU) recognition. Since training of intents is on real customer utterances, no synthetic training phrases are required. Flow Modeling – Provides for conversational transparency to understand the paths customers take and the associated outcomes. With Flow Modeling, it is easy to determine which paths have the highest positive impact along with the characteristics that lead to positive outcomes. Automated Labeling – Uses the latest innovation in Large Language Models to automatically surface and suggest labels. The result is a reduction in labor-intensive manual labeling of tasks and faster time to value. Cresta's customers have seen sales increase by 10%, ramp time reduced by 2x, CSAT improve by 20%, and agents have saved up to five hours in repetitive tasks per week. CarMax, Blue Nile, Earthlink, Holiday Inn Club Vacations, Porsche, and Intuit are among the leading companies using Cresta to improve the productivity of their contact center operations. About Cresta Cresta makes every customer interaction excellent. Cresta turns real-time intelligence into real-time action to make the contact center smarter – and every agent and manager more productive. Powering customer experiences for companies like CarMax, Blue Nile, Earthlink, Intuit, and Porsche, Cresta is real-time AI for the real world.

Read More

AI APPLICATIONS, SOFTWARE, FUTURE TECH

Sprinklr Introduces New Self-Service Plan and ChatGPT-Enabled Tools to Help Enterprise Social Teams

Businesswire | March 31, 2023

Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced the launch of a self-service version of its industry-leading social media management solution Sprinklr Social. Social media teams can now access Sprinklr Social on a self-service basis by subscribing to its ‘Advanced’ Plan.” This out-of-the-box version of Sprinklr Social includes publishing, engagement, and reporting tools integrated with OpenAI’s generative AI models to help enterprise social media teams create better content, more quickly, with fewer resources. "OpenAI has shown the potential for generative AI to change how brands operate," said Sprinklr Chief Technology Officer, Pavitar Singh. "Combining the power of OpenAI technologies with the focus of Sprinklr AI, we aim to change how enterprises interact with their customers. We are announcing the first integration with Sprinklr Social today. We will have much more to come across every product suite as we tap the power of generative AI across the industry's only Unified-CXM platform." The Sprinklr Social Advanced Plan is pre-built with OpenAI GPT integrations enabling customers to leverage generative AI capabilities for content publishing, engagement, and reporting: Content Publishing: Brainstorm content ideas and get creative, channel-specific copy for posts instantly; adjust tone, length, grammar and much more. Engagement: Reword and simplify responses, modify length and tone, translate to multiple languages, and maintain quality with AI-enabled grammar check. Reporting: Auto tag inbound messages to identify emerging themes and get performance insights in real-time. Sprinklr Social (Formerly Sprinklr Social Engagement & Sales) has long served many of the world’s most iconic brands. However, smaller enterprise social media teams have expressed the need for out-of-the-box solutions that are quick to deploy and easy to use. Sprinklr Social’s Advanced Plan integrated with OpenAI generative AI addresses these needs. This out-of-the-box version of Sprinklr Social is simpler, smarter, and better than competing enterprise tools. Product highlights include: Quick and easy onboarding: Sprinklr Social’s Advanced Plan is completely out-of-the-box. Users can complete setup within minutes and go live instantly. Social media management at scale on major channels: In-depth capabilities around listening, publishing, engagement, governance, and reporting across six social channels (Facebook, Instagram, TikTok, LinkedIn, Twitter, YouTube). User-friendly interface: Social media teams can take advantage of Sprinklr’s simplest UI yet, designed for complete personalization and simple, intuitive navigation. In-depth Listening: Sprinklr Social’s Advanced Plan leverages AI-powered social listening to transform unstructured data into actionable insights and give enterprises a more complete view of the customer, market, and competitors. OpenAI GPT-enabled AI: Leverage OpenAI’s GPT capabilities to improve efficiency across publishing, engagement, and reporting - generate content faster, configure message workflows, and automate reporting to allow even smaller teams to manage social media at scale. Scalability: Easily migrate to Sprinklr Social’s Enterprise Plan when scaling social media efforts across channel coverage, governance, reporting and analytics. Affordability: At just $299 per user per month, Sprinklr Social’s Advanced Plan is an affordable solution for businesses looking to manage their social media presence, making it accessible to a broader range of businesses. The product also offers a 90-day Free Trial for teams to explore, learn and adopt the tool. “2023 is the year that the enterprise finally puts AI to work at scale,” continued Singh. “For more than a decade Sprinklr has helped many of the most iconic brands process oceans of unstructured customer experience data from 30+ digital channels and millions of data sources to identify and understand trends, drive better-informed business decisions, and make their own customers happier. With an out-of-the-box, self-service option, we can bring the most powerful social media platform on the market to enterprise social teams of any size. Our new integration with OpenAI and ChatGPT brings our Sprinklr Social customers the power of generative AI to create better content more quickly, improve engagement, and drive better business results.” “Generative AI has become table stakes as quickly as any technology in recent memory,” said Shep Hyken, customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. “However, differentiation is not through integration alone. Sprinklr is well positioned to help enterprises apply this technology effectively because they have built an architecture from the ground up to unify, centralize, and ensure the quality of all CX data on one platform. The quality of Sprinklr AI and data combined with generative AI is game changing.” The self-service and enterprise versions of Sprinklr Social are powered by the same code base, which means that: Teams can seamlessly opt for the enterprise offering as their requirements grow. With the same code base, teams can experience easy portability and data migration. About Sprinklr Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Read More

GENERAL AI, SOFTWARE, FUTURE TECH

Unqork and Rhino.ai Launch Migration Factory for Low-Code, Legacy Players to Move to Codeless Architecture

Prnewswire | March 30, 2023

Unqork, the leading Codeless as a Service platform, today announced its partnership with Rhino.ai, to launch its new Migration Factory solution. Rhino.ai's patented AI-driven software streamlines software migration by automatically extracting and converting workflows, schemas, data, APIs, and roles from legacy environments and platforms, seamlessly integrating them into modern PaaS platforms. With the new Migration Factory, customers will be able to easily migrate their low-code and legacy applications to Unqork's Codeless as a Service platform, allowing them to continue using their existing applications with the benefits of codeless. Unqork's Codeless as a Service platform allows enterprises to build and run applications up to ten times faster by replacing subjective language – legacy code – with objective data. As a result, Unqork is the first data-defined software that relieves enterprises from technology legacy, providing unrivaled upgradability and security for technology, and speed and flexibility for business. With Unqork's Codeless as a Service, enterprises deploy complex, mission-critical applications that reduce the time and cost of legacy maintenance, reducing development costs and increasing developer productivity. Migrating from legacy technology at scale is a resource intensive endeavor. As a solution, the Migration Factory offering from Rhino.ai enables clients to accelerate these migrations, while diverting resources to impactful modernization programs and new product builds. The Migration Factory will enable enterprises to quickly and easily migrate their legacy applications – whether they are built with low-code platforms or traditional coding languages – so enterprises can move their technology stack to a more modern, future-proof application architecture with the added benefits of Unqork's codeless platform. This is the first time ever that organizations will be able to migrate their enterprise applications to a codeless architecture. "As a former CIO, I experienced firsthand the many challenges leaders face today to maintain legacy code, with 80% of my budget spent just to maintain languages that were on their way to extinction," said Gary Hoberman, Founder and CEO, Unqork. "We're thrilled to partner with Rhino.ai as we take steps closer to a future that is free from legacy for applications that are future-proof and compatible with any technology so customers can spend time creating innovative projects and advancing their business." "At Rhino.ai, we are dedicated to partnering with game-changing innovators that are pushing the boundaries of what you can do with technology," said Adam Branch, CEO, Rhino.ai. "Unqork is a major pioneer of no-code technology and we could not be more excited to partner with them as they build towards a future without the many hurdles of low-code and legacy software." About Unqork Unqork is the leading Codeless as a Service platform that helps leading organizations build, deploy and manage complex software without having to think about code. Unqork created the codeless architecture standard – the future of software development that frees the world's largest enterprises from the pitfalls of legacy code and allows them to focus on innovation to drive business and maintain a competitive edge. More than one third of Unqork's corporate customers are in the Fortune 500, with a customer roster that includes Goldman Sachs, Marsh, Maimonides Medical Center and the U.S. Department of Health and Human Services.

Read More

AI TECH, GENERAL AI, SOFTWARE

Cresta Expands its Generative AI Solutions for the Contact Center

Prnewswire | March 29, 2023

Cresta, a leading provider of generative AI for intelligent contact centers, today announced the introduction of several new solutions and enhancements to its Cresta Real Time Intelligence Platform, a comprehensive portfolio of AI-powered products and solutions that seamlessly work together to help organizations grow revenues and retain customers. Businesses are increasingly intrigued by the prospects of generative AI but only willing to invest in the technology if there is a tangible ROI. Powered by generative AI, these new solutions help contact center and sales teams become more effective by identifying the behaviors and drivers that improve business outcomes. "With AI reaching an inflection point, companies across industries are trying to navigate the hype and determine how to use this technology to drive more business efficiencies," said Ping Wu, VP of Engineering & Product at Cresta. "These new solutions will help businesses overcome this challenge by underpinning their sales and service strategies with deep insights based on customer conversations with their best agents." Drive Revenue Growth by Narrowing the Sales Performance Gap The new Cresta Sales for Revenue Growth solution helps revenue generating contact centers and service to sales teams build and follow bespoke playbooks that are proven to improve business outcomes and narrow the gap between top and bottom performers. Powered by Cresta's powerful generative AI engine, sales organizations can quickly discover the behaviors and tactics that are proven to drive revenue and reinforce them in every customer conversation with real-time coaching. Cresta Sales for Revenue Growth helps managers and agents improve revenue performance as quickly as possible by helping teams identify winning sales behaviors, providing visibility into 100% of conversations to ensure key behaviors are followed, and through real-time coaching to make agents more effective and improve business results. Increase Agent Effectiveness Through Outcome-Oriented Coaching and Business Insights Most organizations still review only a portion of customer conversations to determine effectiveness and compliance. The lack of visibility into what is actually happening makes it difficult, if not impossible, to bridge the performance gap between the behavior of their high and low performing agents. Organizations also find they lack the data to identify which behaviors most impact agent performance and the tools to drive effective coaching at scale. The new Cresta Post-Call solution improves the effectiveness of contact centers by providing managers and supervisors with insights to identify and prioritize the key behaviors driving business success, along with the ability to ensure consistency by automatically reviewing agent adherence to behaviors in every conversation. This timely, personalized coaching helps agents improve their performance. Cresta's three-step process to improve agent performance includes: identifying the behaviors that drive positive business outcomes, driving agent adherence through training and personalized coaching, and measuring results for continuous improvement. Improve Self-Service Effectiveness by Identifying Reasons Why Customers Are Engaging Cresta also announced several enhancements to the Cresta Intelligent Automation solution and the company's virtual agent product that help businesses build savvier and more effective chatbots. These enhancements include: Topic Discovery – Automatically identifies high volume use cases from all historical conversation transcripts. The Topic Discovery feature gives visibility into where to automate to have the biggest impact, and changes in use case composition as markets change. Intent Modeling – Identifies and trains intents modeled from real data, ensuring high performance Natural Language Understanding (NLU) recognition. Since training of intents is on real customer utterances, no synthetic training phrases are required. Flow Modeling – Provides for conversational transparency to understand the paths customers take and the associated outcomes. With Flow Modeling, it is easy to determine which paths have the highest positive impact along with the characteristics that lead to positive outcomes. Automated Labeling – Uses the latest innovation in Large Language Models to automatically surface and suggest labels. The result is a reduction in labor-intensive manual labeling of tasks and faster time to value. Cresta's customers have seen sales increase by 10%, ramp time reduced by 2x, CSAT improve by 20%, and agents have saved up to five hours in repetitive tasks per week. CarMax, Blue Nile, Earthlink, Holiday Inn Club Vacations, Porsche, and Intuit are among the leading companies using Cresta to improve the productivity of their contact center operations. About Cresta Cresta makes every customer interaction excellent. Cresta turns real-time intelligence into real-time action to make the contact center smarter – and every agent and manager more productive. Powering customer experiences for companies like CarMax, Blue Nile, Earthlink, Intuit, and Porsche, Cresta is real-time AI for the real world.

Read More

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