AI TECH,GENERAL AI,SOFTWARE

Contentsquare Releases Breakthrough AI Innovation to Help Brands Accurately Detect Frustrations and Optimize User Journeys

Contentsquare | December 01, 2022 | Read time : 03:50 min

Contentsquare Releases Breakthrough AI Innovation
Contentsquare, the global leader in digital experience analytics, today announced it has enhanced its CS Insights product with new AI-powered capabilities that will improve the way businesses fix user frustration at scale. This new, industry-first capability will add a layer of precision to CS Insights, allowing teams to contextualize behaviors and unlock a deeper understanding of how and why customers are interacting with the content on their site. For example, teams will be able to use AI to differentiate between a user searching for a product by clicking multiple times on a product carousel vs. a user rage clicking, demonstrating rising frustration.

By leveraging AI to smarten up its insights, Contentsquare is helping businesses better detect frustration along the customer journey and prioritize the right optimizations. For example, a high number of clicks on a home page slider typically signifies positive engagement whereas frequent interaction with the search box and form fields typically signifies users are struggling to accomplish their goals. Moreover, with the newly-enhanced CS Insights, customers can easily visualize these events as each zone analyzed clearly identifies the nature of the frustration — whether it’s a preview of the zone affected by a rage click, multiple interactions with the same field, and more.

As the pioneer of in-page, content-zone based experience analytics, Contentsquare is already providing teams with an in-depth understanding of how customers interact with each element of a page (or “zone”). With today’s release, Contentsquare is going one step further and adding a contextual layer to this analysis that takes into account what each element was designed to help customers achieve.

“Contentsquare goes the extra mile, by increasing the precision of its AI insights and taking context into consideration — something no other provider in our category has done. Not only does this give our customers a three-dimensional view of user behavior, it also helps them take smarter action, faster, for continuous optimization of the customer journey,” said Vincent Colombet, Head of Product at Contentsquare.

“I could not imagine using Contentsquare without CS Insights. It guides us on where to start on our site, focusing on pages with the most conversion loss,” said Allix Berkman, UX/UI Specialist atCanon Inc.

“We continuously refine our AI algorithm to make it more powerful, relevant, and context-aware. Recent AI improvements are all focused on surfacing more actionable and contextual insights. “We are excited about this new capability and are confident that it will help our customers drive value for their users and help them prioritize what their businesses need most.”

Lucie Buisson, Chief Product Officer at Contentsquare

With economic uncertainty forcing businesses to achieve more with less, businesses are putting in extra effort to ensure their digital channels are free of undiscovered blockers and frustrations that stand in the way of customer happiness and retention. No business today can afford to lose transactions unnecessarily, let alone to waste the goodwill of customers to a needlessly frustrating online experience. However, efficiently harnessing insights from billions of data points without spending hours and hours remains the biggest challenge. That's why hundreds of Contentsquare's customers have been using its CS Insights product to automatically surface the areas of frustration that most impact revenue, resulting in much faster time to issue identification and resolution.

About Contentsquare
Contentsquare delivers the power to make the digital world more human. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. The global leader in digital experience analytics, Contentsquare helps brands everywhere transform the way they do business, allowing them to take action at enterprise scale and build customer trust with security, privacy and accessibility. More than 1000 leading brands use Contentsquare to grow their business, deliver more customer happiness and move with greater agility in a constantly changing world. Its insights power the customer experience on over 1 million websites worldwide. Founded in Paris and with offices around the world, Contentsquare has raised $1.4B in investment funding from leading investors, including funds and accounts managed by BlackRock, Bpifrance, Canaan, Eurazeo, Highland Europe, KKR, LionTree, Sixth Street and SoftBank Vision Fund 2.

Spotlight

IBM embraces five foundational pillars of trustworthy AI: Explainability, Fairness, Robustness, Transparency, and Privacy. These pillars underpin the development, deployment and use of AI systems. This document and IBM’s trustworthy AI pillars are meant to help you align on both process and outcomes.

Spotlight

IBM embraces five foundational pillars of trustworthy AI: Explainability, Fairness, Robustness, Transparency, and Privacy. These pillars underpin the development, deployment and use of AI systems. This document and IBM’s trustworthy AI pillars are meant to help you align on both process and outcomes.

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GENERAL AI, SOFTWARE, FUTURE TECH

Cogito Announces Innovations in Real-time Conversation Intelligence for Contact Centers

Cogito Corp | January 27, 2023

Cogito, a company that helps businesses with real-time coaching and guidance, has announced new products that will make real-time conversation intelligence in call centers better. The new products are made to help agents in the call center answer customer questions more quickly and effectively. Topic-based machine learning models, real-time transcription with emotion AI markup, self-service admin for easy topic generation, and secure redaction of personally identifiable information (PII) during calls are some of the new features. With these new features, contact centers will have a level of intelligence that has never been seen before. This will help them understand customer conversations better and respond quickly to changing customer needs. Joshua Feast, CEO and Co-Founder of Cogito, said, “Contact center agents and their leaders take the brunt of the service experience, with customer interactions becoming increasingly complex." He added, "We view seamless, integrated conversational AI and emotion AI capabilities as necessary to support today’s workforce." Additionally, he said, "With over a decade of advanced R&D, we differentiate based on our ability to go beyond traditional speech analytics." He further commented, "Our unique combination of behavior insights and real-time natural language processing has culminated into a powerful agent assist and coaching platform that we continue to add to and expand upon." Finally, he said, "The conversation AI solutions announced today are another step forward for the company and our ability to deeply assist an industry that needs human-centered support and guidance.” (Source - Businesswire) The solutions can pick up on more than 200 voice and behavior cues in speech and give real-time advice on how to respond to important topics of conversation. With self-service admin portals and the ability to change conversation themes by line of business, team, or skill group, they also make it easy for operations leaders and supervisors to manage and help their staff. About Cogito Cogito is a software company based in Boston that focuses on AI for emotions and conversations to help contact centers and front-line teams get coaching and advice in real time. Their technology analyzes how people talk to each other to give live guidance during calls and real-time feedback on how customers feel. This helps agents improve their effectiveness, empathy, and performance. Many well-known brands, including five of the Fortune 25 companies, use Cogito's technology to improve their connection with customers and elevate their team members' well-being. Cogito is venture-backed by companies such as OpenView Ventures, Romulus Capital, and Salesforce Ventures. They are committed to producing innovative technology, driving customer success, and helping people live more productive lives.

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SOFTWARE,FUTURE TECH

Altair Announces Simulation 2022.2 Latest Software Update

Altair | January 10, 2023

Altair, a pioneer in computational science and artificial intelligence (AI), has released the latest updates of its simulation portfolio, Simulation 2022.2. These updates are built on the enhancements brought by Simulation 2022.1, which will bolster Altair's cloud elasticity, scalability, electrification, and product development capabilities. Simulation 2022.2 provides a better Altair One experience, offering users flexible access to solutions, applications, data, and computing, allowing the launch of leading tools like HyperView, Altair HyperMesh, Inspire, and SimLab in browsers or on the desktop or laptop. Altair One is a turnkey marketplace that lets users connect to their solutions, data, teams, and computing infrastructure from any device, anytime. With the latest software updates, product teams can now collaborate on all aspects of electronic systems, printed circuit board (PCB), firmware, and 5G connectivity development in a connected and end-to-end environment to reach their goals faster. In addition, Simulation 2022.2 features better integration between Altair Flux, FluxMotor, SimLab, and the Material Data Center to facilitate improved and streamlined workflows. It also provides advanced modeling capabilities, electrical system design exploration, optimization, faster acoustic and thermal flow analysis. Debugging and post-production servicing updates are also available with Altair EEVision for electronic system design. With the recent enhancements to Simulation 2022.2, businesses and teams can create comprehensive workflows from concept to production in a unified environment to lower development costs, organizational friction, time-to-market, waste, and material usage. Altair's integrated software solutions enable users to make confident, well-informed decisions across the entire product lifecycle. Simulation 2022.2 enhances integration amongst Altair simulation products, allowing for streamlined project management and lead-time reduction. Simulation 2022.2 substantially improves HyperWorks, HyperMesh, Altair Pulse, and HyperWorks CFD. These enhancements enable better modeling analysis through low- and no-code design and engineering tools, reduced pre- and post-processing lead times, improved surface modeling, integrated solver and dashboard capabilities, expanded fluid topology optimization coupled with AcuSolve and EDEM, and more. About Altair Altair is a global technology company that offers software and cloud solutions in simulation, high-performance computing (HPC), and artificial intelligence (AI), helping organizations in nearly every industry compete more effectively in an interconnected world and helping create a more sustainable future. For more than 35 years, it has assisted businesses in their digital transformation efforts to make smarter decisions, save costs, reduce waste, accelerate time-to-market, improve corporate performance, and evolve into a data-driven culture.

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AI TECH,SOFTWARE,FUTURE TECH

LivePerson enhances Conversational AI capabilities to help brands strengthen customer and agent experiences

LivePerson | December 14, 2022

LivePerson, a global leader in customer engagement solutions, today announced enhancements to its Conversational AI that will help brands hold even better conversations with their customers on a massive scale. Four new AI-powered capabilities include AI Search, On-Demand Recommendations, "Small Talk" NLU, and Repeat Intent Rate measurement. Powered by nearly one billion conversational interactions per month on the company's Conversational Cloud, LivePerson's Curiously Human™ AI helps customer care, sales, and marketing teams deliver and automate more meaningful, natural-feeling conversations. The AI-powered features and integrations announced today — including new ways to engage with customers and capture, measure, and use conversational data — make it easier for brands to improve bot performance, enhance customer and agent experiences, and accelerate time to value while cutting costs. "As we head into 2023, brands are looking to do more with less. AI and automation will only become more important as they seek to increase customer loyalty while reducing operational costs. "Our latest research shows that 98% of brands say AI is important to their customer engagement strategy, but only 28% say they're realizing its full potential. With the capabilities we're announcing today, they can start leveraging automation and AI faster than ever to provide even better digital experiences." Rob LoCascio, founder and CEO of LivePerson AI Search immediately answers questions without escalating to human agents right out of the box AI Search raises the bar for customer engagement by providing the most accurate answers to customer questions, only requiring knowledge base content to work. First, it uses deep learning to understand the customer's intent, the context of their query, and their phrasing. Then, it uses those factors to deliver the best answers — either directly to the customer through a self-service bot or to agents in the form of recommended answers that they can instantly drop into a customer conversation. AI Search is an out-of-the-box solution that vastly increases time to value. Instead of spending an inordinate amount of time on data science and taxonomy efforts, brands can simply add their content, then turn on AI Search to substantially increase how often and how well they're answering customer questions. On-Demand Recommendations help human agents quickly find better answers and bots This new tool for agents reduces effort and enables them to help more customers faster by making it simple to search for bots and content — then instantly use them. Agents can now simply type in a question or phrase, then drop the bot, knowledge base answer, or predefined content that surfaces in the search results directly into customer conversations. On-Demand Recommendations boost LivePerson's existing recommendation engine by making it possible to look up bots and content that do not depend on what the customer says, giving agents greater flexibility to quickly access the best resources to do their jobs. Unlike other platforms, LivePerson also allows agents to pull bots in without losing control of how the conversation unfolds. "Small Talk" brings a more human feeling to automated conversations LivePerson's "Small Talk" feature allows bots to respond to conversational messages with natural, comfortable responses, including greetings, goodbyes, and confirmations. For example, if a customer starts a conversation with "Hi, are you a bot?" or says, "Thank you!" the bot can politely respond before proceeding with addressing the customer's intent rather than get confused by the casual interjection. Brands can quickly make automated experiences feel more natural with LivePerson's out-of-the-box Small Talk NLU models and content, then customize responses as needed to fit their unique brand voice. This simplifies the developer experience by erasing the need to build small talk domains in-house. Repeat Intent Rate (RIR) measures customer repetitions to identify opportunities for automation and optimization Repeat Intent Rate is a new, first-of-its-kind metric from LivePerson that measures how and when a customer follows up on a previously stated intent. While repeat intents are typically negative when it comes to customer care, indicating that an issue has not been resolved, they can signal positive steps toward conversion when it comes to making a sale. For example, if a customer keeps coming back to ask about their password, looking at RIR could help a brand identify a problem in its password system and how to address it. On the other hand, if a certain customer has ordered the same meal from a brand multiple times per month, RIR can help the brand determine whether this is a customer that would like to receive proactive messages about promotions and rewards. RIR gives brands the right context to gauge whether repeat interactions are positive or negative, then automate and optimize how they are handled. As an easy-to-understand metric, it helps contact center leaders cut costs, drive revenue, and improve the customer experience. Since its inception pioneering the invention of web chat for brands, LivePerson has continually pushed the limits of human and computer connection. Its AI innovations have been recognized by the world's leading awards and recognition programs for customer care, sales, marketing, and technology. About LivePerson, Inc. LivePerson is a global leader in customer engagement solutions. We create AI-powered digital experiences that feel Curiously Human. Our customers — including leading brands like HSBC, Virgin Media, and GM Financial — have conversations with millions of consumers as personally as they would with one. Our Conversational Cloud platform powers nearly a billion conversational interactions every month, providing a uniquely rich data set to build connections that reduce costs, increase revenue, and are anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the world.

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