Forethought | September 25, 2023
Forethought, a leader in generative AI for customer support, has introduced Autoflows, a groundbreaking autonomous resolution capability for SupportGPT. This innovation marks a significant step towards a more efficient, goal-oriented, AI-centric future in customer support.
In the fast-evolving landscape of customer support, AI is positioned to revolutionize the way businesses interact with their clients. However, many large enterprises, despite claiming to be AI-first, still rely on outdated manual workflows rooted in the CRM era. These workflows consume hours of valuable time and often lead to subpar performance, dissatisfied customers, and delayed value realization. Forethought aims to transform this outdated approach into a system of intelligence, redefining what it means to be truly AI-first.
Deon Nicholas, CEO and Co-Founder of Forethought, reportedly emphasized,
Automation over the past decade has focused heavily on rules and tasks and building manual workflows. But the manual workflow is the Achilles heel of the AI-first future.
[Source – Businesswire]
Autoflows empower customer support leaders to define desired issue resolutions in plain, natural language, eliminating the need for complex decision trees or predefined rulesets. Leveraging AI, Autoflows accurately predicts user needs and determines efficient steps to achieve these desired outcomes. This efficiency allows support agents to redirect their focus towards more complex issues, transcending simplistic task-oriented processes.
Autoflows promise significant benefits:
Enhanced Customer Experience: Autoflows facilitate natural conversations with customers, employing generative AI models trained on real agent responses and CRM data.
Improved Performance: These flows autonomously resolve customer issues and take actions in alignment with agent guidelines, brand preferences, and user prompts.
Reduced Time to Value: Autoflows can be created in minutes using natural language, a stark contrast to the days it typically takes to construct intricate decision trees.
Brent Pliskow, GM & VP of Customer Support at Upwork, expressed his appreciation for the innovation. He mentioned that they are constantly seeking to incorporate new generative AI capabilities into their customer support processes, with the goal of improving the customer experience and enhancing internal efficiency. He noted that, when they replaced specific manual workflows with Autoflows, they observed significant time savings compared to the traditional approach of building workflows. Additionally, he reported an increase of up to 27% in customer satisfaction in these particular use cases.
Founded in 2018, Forethought is a prominent generative AI company specializing in customer service automation. Its solutions seamlessly integrate generative AI powered by large language models (LLMs) to enhance support team efficiency. It offers instant case resolution, predictive case prioritization, and agent assistance, all within a single platform. With $90 million in venture capital funding and accolades like G2's Best Software Products for 2023, Forethought is a leader in the tech industry, headquartered in San Francisco, California.
PR Newswire | October 17, 2023
Heretto is thrilled to announce the beta launch of highly anticipated generative artificial intelligence (AI) features, new branding, and a refreshed website. This landmark event introduces two powerful AI functionalities, Etto, the Heretto Copilot to assist technical writers, and HelpAI to support content consumers. Etto and HelpAI will initially be available to Beta testers and then to all Heretto customers in 2024.
With these new capabilities, enterprise customers will save countless hours by letting the AI handle mundane tasks or gain an in-house DITA expert to make structured content more approachable. Authors can now create content faster while focusing on the creative and strategic process of technical writing rather than mundane tasks.
HelpAI adds a generative search function to the Heretto portal, making it easier for users to surface answers and information. Equipped with a confidence score and supported by citations, HelpAI is designed to provide hallucination-free results and will only surface accurate, secure, and helpful information from the portal.
These two features set the stage for further product advancements and ensure Heretto users will have state-of-the-art tools for managing content effectively and securely.
In concurrence with the AI Beta launch, Heretto is also proud to unveil a refreshed brand identity, signaling a new era. The rebrand includes a polished color palette, a user-centric website redesign, and a modernized logo.
We are excited to share these generative AI features, representing a major leap forward in our ongoing mission to empower our customers to build their most ambitious and impactful knowledge experiences. Combined with our fresh new look, this launch marks the beginning of a transformative chapter for Heretto, and we look forward to helping our users build tomorrow's content strategy today. Patrick Bosek, Heretto CEO
Heretto is a powerful CCMS platform to deploy help and API docs in a single portal designed to delight your customers. With Heretto, you can create, manage, deploy, and delight with documentation delivered to any channel, in any language. Not only do you get the internal perks of real-time collaboration and faster content production, but your customers will be delighted with immediate, personalized answers on any device.
Klue | October 09, 2023
Klue, the premier competitive enablement platform, has introduced a groundbreaking AI-driven feature to swiftly identify the strengths and weaknesses of competitors. Named ‘AI-Generated Strengths and Weaknesses,’ this new tool automatically analyzes and categorizes thousands of customer reviews from various online platforms, eliminating the need for manual efforts.
Klue, a Vancouver-based startup, has been utilizing AI since its establishment in 2015 to intelligently gather and organize publicly available competitive intelligence. Now, leveraging the capabilities of generative artificial intelligence (GenAI) and large language models (LLMs), Klue aims to enhance efficiency for its users.
Klue's Co-Founder and CEO, Jason Smith, reportedly stated,
Review sites are a rich source of competitive intelligence, but the labor-intensive process of extracting valuable insights from these reviews is often impractical. AI-Generated Strengths and Weaknesses not only saves time but also identifies weaknesses in positive reviews and strengths in negative reviews, often overlooked by other review aggregation products.
[Source – CISION PR Newswire]
This innovative feature sources data from review platforms such as G2, Capterra, TrustRadius, Gartner Peer Insights, Peerspot, Product Hunt, Software Advice, TrustPilot, Glassdoor, and Indeed. It streamlines the foundational work of assessing competitors' strengths and weaknesses, allowing Klue users to do so in significantly less time.
Tamara Schebel, the VP of Product at Klue, emphasized their commitment to AI innovation and mentioned that it marked the inception of a series of critical insight modules aimed at gathering and analyzing various forms of information to generate insights. She noted that their new feature harnessed the power of GenAI to make this achievement possible.
This new feature complements Klue's existing AI-based capabilities, including:
Alerts Summarization: Speeds up competitive analysis with AI-generated article summaries, customizable and format.
Recommended Alerts: Klue learns user preferences for topics, competitors, and content types to deliver personalized, relevant insights.
Noise Reduction: Klue filters out 90% of irrelevant data and automatically categorizes the remaining 10%.
Review Insights: Klue quickly analyzes competitor reviews, identifying positive and negative themes.
AI-generated strengths and weaknesses complement Klue's existing AI-based functionalities, including alerts summarization, recommended alerts, noise reduction, and review insights. The tool is currently in early access and accessible to qualifying Klue customers.
Klue, a Vancouver-based software development company founded in 2015, is a leader in the competitive intelligence and sales enablement sectors. The AI-powered platform, used by over 200,000 users, assists product marketers in collecting and analyzing intelligence from various sources. It has been recognized as one of Canada's top startups and is among Deloitte's Fast 50™ and Fast 500™ fastest-growing companies. Klue's platform combines external competitive intelligence with internal team knowledge, providing dynamic insights about competitors to help enterprise sales teams win more business.
GlobeNewswire | October 06, 2023
DOCKERCON – Today, in the Day-2 keynote of its annual global developer conference, DockerCon, Docker, Inc.® announced Docker AI, Docker’s first AI-powered product, boosting developer productivity by tapping into the universe of Docker developer wisdom to provide context-specific, automated guidance to developers as they work.
The introduction of Docker AI was among a range of new AI/ML capabilities, content, and partnerships announced by Docker with the aim of helping developers quickly and securely take advantage of the power of AI/ML in their applications. In adding these extensions to the current Docker suite of developer tools, content, and services, Docker “meets developers where they are” and boosts the productivity of their existing skills and workflows.
Code generation AIs are boosting developer productivity when writing source code — and that’s fantastic, said Docker CEO Scott Johnston. In addition to the source code, applications are made up of web servers, language runtimes, databases, message queues, and many other technologies. Docker AI helps developers define and troubleshoot all aspects of the app quickly and securely as they iterate in their ‘inner loop.
In recent years, the rapid pace of generative AI and large language models (LLMs) has increased developer productivity by 10X through code generation tools such as GitHub Copilot and Tabnine. However, these code generation tools account for only 10% to 15% of the application, with the 85% to 90% balance made up of databases, language runtimes, frontends, and more, defined by Dockerfiles, Docker Compose files, and Docker images. Since Docker’s inception, Docker’s community has chosen to share these with each other via GitHub, Docker Hub, and other public forums. Docker AI will enable the developer community to benefit from this collective knowledge.
“IDC research shows that generative AI tools contribute to developer happiness via increased productivity, accelerated velocity, and time to attend to higher value tasks,” said Katie Norton, senior research analyst for DevOps and DevSecOps at IDC. “The guidance from Docker AI will not only help deliver these gains, but also set up developers for success across the application stack. By harnessing the collective knowledge of Docker’s developer community, developers can feel confident that Docker AI’s insights are based on best practice, and it is recommending the most secure and updated images.”
Docker AI provides context-specific, automated guidance to developers when they are editing a Dockerfile or Docker Compose file, debugging their local ‘docker build,’ or running a test locally. Docker AI enables developers to benefit from the collective wisdom of the millions of developers using Docker — some for more than 10 years — through automatically generating best practices and selecting up-to-date, secure images for their applications. Using Docker AI, developers are able to spend more time focused on their app, less on tools and infrastructure.
The announcements made today were featured at DockerCon 2023, where it’s not too late to attend virtually at https://www.docker.com/dockercon/. The event brings together the entire community of Docker developers, contributors, and partners to share, teach, and collaborate in order to grow the understanding and capabilities of cloud-native development. DockerCon is a highly concentrated learning experience that shows developers what is new and what is possible with Docker and our ecosystem, and how to take advantage of these innovations right away to get their jobs done better and faster. Virtual sessions are free, interactive, fun, and are designed for flexible global consumption on the day of the event and beyond.
Docker helps millions of developers efficiently and collaboratively build, share, and run applications. The Docker collaborative application development platform provides developers with an unmatched experience for an integrated, reliable, and secure workflow that accelerates app delivery from code to the cloud. Through a combination of the world’s largest marketplace of trusted content and integrations with leading tools, Docker allows teams to rapidly create modern applications. For more information, visit www.docker.com