Software
ON24 | January 24, 2024
Today, ON24 marks the next chapter of its innovation strategy with the launch of its next generation intelligent engagement platform. With AI-powered intelligence at the core, ON24 will now enable enterprises to continuously engage audiences through hyper-personalized experiences that deliver connected insights and drive cost-efficient revenue growth.
“AI will fundamentally reshape sales and marketing and reimagine the customer experience. This means that sales and marketing teams must embrace AI to innovate and adapt, or risk being left behind,” says Sharat Sharan, co-founder, President and CEO. “With the launch of the ON24 Intelligent Engagement Platform, we are excited to leverage our unique foundation of first-party data to give our industry-leading customers an AI advantage, so that they can combine best-in-class experiences, personalization and content, to capture and act on connected data and insights at scale to drive revenue growth. And, we believe AI will continue to be a key differentiation for our own business and technology strategy moving forward, powering a new era of intelligent engagement.”
Built on its foundation of first-party data, the ON24 Intelligent Engagement Platform combines best-in-class digital experiences, including the company’s flagship webinar, virtual event and content marketing products, with its new AI-powered Analytics and Content Engine (ACE) to provide an integrated go-to-market solution. The platform’s comprehensive set of capabilities will help sales and marketing teams to:
Scale personalized experiences: Build best-in-class, branded experiences that reach their prospects and customers at scale and are hyper-personalized for individuals.
Automate continuous engagement: Interact with prospects and customers 24/7 through AI-generated content and always-on nurtures.
Deliver connected insights: Track audience engagement data across interactions and analyze engagement across key audience segments.
Drive revenue growth: Enable data-driven actions across go-to-market teams to generate pipeline and build lifetime customer relationships.
“Today’s launch of the ON24 Intelligent Engagement Platform brings our AI innovation together with more than a decade of market leadership, product development and first-party engagement data,” said Jayesh Sahasi, EVP of Product and CTO at ON24. “We believe this will unlock even greater value for our customers, providing AI-powered intelligence that keeps getting smarter, more personalized and more effective over time."
About ON24
ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.
ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has offices globally in North America, EMEA and APAC. For more information, visit www.ON24.com.
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General AI
SysAid | January 12, 2024
SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people.
At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents.
Combating ineffective virtual agent deployment
According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective[1].
With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents.
The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation.
In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature.
AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar.
Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket.
Increasing productivity
SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%.
"The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers."
The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations.
Enhancing CSAT scores and slashing MTTR
SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance.
"SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output."
About SysAid
SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose.
With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com
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Software
LambdaTest | January 09, 2024
LambdaTest, a leading cloud-based unified testing platform, announced an integration with New Relic, the all-in-one observability platform for every engineer, to help bridge the gap between testing and performance monitoring. This integration empowers software engineering, quality assurance, and DevOps teams to visualize and understand their digital experience testing metrics in real-time by providing a single view of their LambdaTest results alongside performance insights from across the entire software stack—all within the New Relic observability platform. With the ability to optimize and monitor automated test execution results, technical teams gain deeper insights into automation scripts that enable them to deliver high-quality products at an accelerated pace.
Every modern business is encountering challenges as digital ecosystems become increasingly complex, large, and distributed. At the same time, without a unified platform, software teams and testers have limited visibility into automation script performance, which can lead to collaboration silos, inefficient resource utilization, and slower incident identification and response times. To address the need for observability in test execution data and analytics, this integration arms engineering teams with actionable insights to efficiently address automation script issues, reduce testing bottlenecks, and optimize software performance. This allows organizations to ensure fast and reliable application delivery, so they can produce better digital experiences for their customers—before it impacts their bottom line.
The LambdaTest and New Relic integration allow users to:
Proactively improve digital experiences with a pre-built, curated New Relic dashboard to monitor key metrics such as test executions, durations, failure rates, and errors.
Accelerate troubleshooting with deeper insights into test failures, anomalies, and environments where errors occurred.
Build better cross-platform experiences by gaining insights on website and application compatibility and functionality across thousands of different browsers and devices.
“In our digital-first world, poor user experiences are more than just an annoyance—they have the power to cause significant loss in revenue,” said Manav Khurana, Chief Product Officer at New Relic. "With the LambdaTest integration for New Relic, we’re combining the power to automate digital experience testing with our unified telemetry and all-in-one observability platform—so organizations can optimize their digital experiences, without needing multiple tools to monitor the rest of their software stack.”
Mayank Bhola, Co-Founder and Head of Product at LambdaTest stated, "This integration is not just a technical enhancement but a strategic move towards empowering businesses with data-driven decision-making. The combined strength of LambdaTest and New Relic ensures that businesses can deliver high-quality software at a faster pace, ultimately contributing to their bottom line."
This integration is now available to all LambdaTest users and all New Relic full platform users at no additional cost. To get started, check out the LambdaTest quickstart integration for New Relic.
About LambdaTest
LambdaTest is an intelligent and omnichannel enterprise execution environment that helps businesses drastically reduce time to market through Just in Time Test Orchestration (JITTO), ensuring quality releases and accelerated digital transformation. Over 10,000+ enterprise customers and 2+ million users across 130+ countries rely on LambdaTest for their testing needs.
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