Future Tech
Zendesk | January 08, 2024
Zendesk today announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization's efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty.
"As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations," said Adrian McDermott, chief technology officer, Zendesk. "The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service."
"Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder, Klaus. "QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale."
With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus' AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by digital agents or outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.
WEM is a critical capability for today's customer service leaders. The acquisition of Klaus will be the latest addition to the company's existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.
About Zendesk
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world.
About Klaus
Klaus is an AI-powered quality management platform that helps companies drive revenue through excellent customer service. Headquartered in Tallinn, Estonia, Klaus was founded in 2018 by Martin Kõiva, Kair Käsper and Egon Sale and has nearly 100 employees.
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General AI
Glassbox | January 11, 2024
Glassbox (TASE:GLBX), a leading provider of digital experience intelligence for web and mobile applications, today announced the availability of its enterprise-ready AI assistant, which the company has named GIA (Glassbox Insights Assistant). Glassbox turned to Microsoft Azure OpenAI Service, which hosts OpenAI models fully within the secure Azure environment, to elevate the security and privacy standards of its previously announced AI assistant. In combination with Glassbox’s patented data privacy measures, users of the AI assistant can be confident that the conversational interface is protected with the level of rigor they expect from both Microsoft and Glassbox.
“We developed the AI assistant earlier based on OpenAI’s GPT model. However, our commitment to responsible AI and our exacting security, data privacy and compliance standards compelled us to turn to the Microsoft Azure OpenAI Service for its additional protections for potentially sensitive data shared or accessed through the new generative AI (GenAI) interface,” said Glassbox co-founder and Chief Technology Officer Yaron Gueta. “GIA sets a new bar for what organizations should expect of GenAI solutions from their software providers.”
Glassbox captures millions or billions of digital experience data points for each of its customers every month that give them the richest possible set of data about their digital customer experience. GIA allows Glassbox users to uncover deep digital insights quickly and without technical knowledge or reliance on data and analytics teams.
“Microsoft Azure OpenAI Service is ideal for companies like Glassbox that need to deliver enterprise-grade GenAI solutions based on vast, proprietary datasets,” added John Montgomery, CVP, Azure AI at Microsoft. “By using the power of our generative AI capabilities, Glassbox’s AI assistant can deliver a better experience to customers with the security measures of Azure.”
With Gartner predicting that more than half of all successful technology solutions will be delivered to “nontraditional” buyers outside of IT by 2025, one of the pillars of Glassbox’s AI strategy is to make its unparalleled set of digital experience data more actionable, more quickly by more users for greater business impact. GIA is central to this strategy as Glassbox shifts increasingly towards natural language interfaces.
The use of GenAI to unlock digital insights is also a key step in realizing Glassbox’s Autonomous CX vision, which promises to revolutionize the customer experience domain by making digital experiences fully self-optimizing.
GIA is immediately available within the Glassbox digital experience intelligence platform when deployed in a customer’s preferred cloud environment.
About Glassbox
Glassbox (TASE:GLBX) reveals the insights that empower organizations to deliver better digital customer experiences. Our Digital Experience Intelligence platform automatically captures, visualizes and analyzes every digital journey in real time across websites and mobile apps. It serves as the unifying platform for product, UX, marketing, IT, analytics teams (and more) to assess performance, prioritize projects and optimize experiences. With unparalleled data privacy and security built in, hundreds of global customers across industries have chosen Glassbox to grow and optimize their digital businesses. Learn more at glassbox.com.
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AI Tech
TechEx Events | March 07, 2024
AI and Big Data Expo North America announces new speakers!
SANTA CLARA, CALIFORNIA, UNITED STATES, February 26, 2024 /EINPresswire.com/ -- TheAI and Big Expo North America, the leading event for Enterprise AI, Machine Learning, Security, Ethical AI, Deep Learning, Data Ecosystems, and NLP, has announced a fresh cohort of distinguishedspeakersfor its upcoming conference at the Santa Clara Convention Center on June 5-6, 2024.
Some of the top industry speakers set to take the stage are:
- Sam Hamilton - Head of Data & AI – Visa
- Dr Astha Purohit - Director - Product (Tech) Ops – Walmart
- Noorddin Taj - Head of Architecture and Design of Intelligent Operations - BP
- Temi Odesanya - Director - AI Governance Automation - Thomson Reuters
- Katie Sanders - Assistant Vice President – Tech - Union Pacific Railroad
- Prasanth Nandanuru – SVP - Wells Fargo
- Rodney Brooks - Professor Emeritus - MIT
These esteemed speakers bring a wealth of knowledge and expertise to an already impressive lineup, promising attendees a truly enlightening experience.
In addition to the speakers, theAI and Big Data Expo North Americawill feature a series of presentations covering a diverse range of topics in AI and Big Data exploring the latest innovations, implementations and strategies across a range of industries. Attendees can expect to gain valuable insights and practical strategies from presentations such as:
How Gen AI Positively Augments Workforce Capabilities
Trends in Computer Vision: Applications, Datasets, and Models
Getting to Production-Ready: Challenges and Best Practices for Deploying AI
Ensuring Your AI is Responsible and Ethical
Mitigating Bias and Promoting Fairness in AI Systems
Security Challenges in the Era of Gen AI and Data Science
AI for Good: Social Impact and Ethics
Selling Data Democratization to Executives
Spreading Data Insights across the Business
Barriers to Overcome: People, Processes, and Technology
Optimizing the Customer Experience with AI
Using AI to Drive Growth in a Regulated Industry
Building an MLOps Foundation for AI at Scale
The Expo offers a platform for exploration and discovery, showcasing how cutting-edge technologies are reshaping a myriad of industries, including manufacturing, transport, supply chain, government, legal sectors, financial services, energy, utilities, insurance, healthcare, retail, and more. Attendees will have the chance to witness firsthand the transformative power of AI and Big Data across various sectors, gaining insights that are crucial for staying ahead in today's rapidly evolving technological landscape.
Anticipating a turnout of over 7000 attendees and featuring 200 speakers across various tracks, AI and Big Data Expo North America offers a unique opportunity for CTO’s, CDO’s, CIO’s , Heads of IOT, AI /ML, IT Directors and tech enthusiasts to stay abreast of the latest trends and innovations in AI, Big Data and related technologies.
Organized by TechEx Events, the conference will also feature six co-located events, including the IoT Tech Expo, Intelligent Automation Conference, Cyber Security & Cloud Congress, Digital Transformation Week, and Edge Computing Expo, ensuring a comprehensive exploration of the technological landscape.
Attendees can choose from various ticket options, providing access to engaging sessions, the bustling expo floor, premium tracks featuring industry leaders, a VIP networking party, and a sophisticated networking app facilitating connections ahead of the event.
Secure your ticket with a 25% discount on tickets, available until March 31st, 2024. Save up to $300 on your ticket and be part of the conversation shaping the future of AI and Big Data technologies.
For more information and to secure your place at AI and Big Data Expo North America, please visit https://www.ai-expo.net/northamerica/.
About AI and Big Data Expo North America: The AI and Big Data Expo North America is a leading event in the AI and Big Data landscape, serving as a nexus for professionals, industry experts, and enthusiasts to explore and navigate the ever-evolving technological frontier. Through its focus on education, networking, and collaboration, the Expo continues to be a beacon for those eager to stay at the forefront of technological innovation.
“AI and Big Data Expo North Americais a part ofTechEx. For more information regardingTechExplease see onlinehere.”
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