AI Tech, General AI

NICE Extends CXi Leadership With Next-Gen Digital And Conversational AI Capabilities

NICE
NICE today announced its designation as a market leader as evaluated by Omdia in its Customer Engagement Platforms, 2022-23 research report. Market leaders were characterized as having the best scores in terms of both functionality and capabilities and represent leading solutions Omdia believes are worthy of a place on most technology selection shortlists as they have established a commanding market position with a product that is widely accepted as best of breed.

Highlighting NICE’s industry-leading cloud-native customer experience platform, Omdia noted three unique strengths of NICE CXone: universal AI models for all the major CX use cases and an AI framework that enables continuous learning across the CXone portfolio; its focus on conversational self-service, CX domain expertise (WFO, CCaaS, and CX platform), agent preparation efforts for digital adoption; and its open cloud platform with hundreds of APIs. NICE’s leadership designation was also driven by an independent customer satisfaction score of 9 of 10.

NICE CXone’s maximum scores for Solution Innovation validate the industry-differentiating value of its Customer Experience Interactions (CXi) framework delivered through a unified suite of applications on the fully integrated CXone platform. CXi empowers organizations to intelligently meet customers wherever their journeys begin, enabling resolution through AI and data-driven self-service and preparing employees to successfully resolve any customer needs event.

“Customer expectations are changing, and organizations look to us for a complete, connected, and intelligent platform to easily reduce friction. This transformation allows organizations to meet their customers wherever they are and however they choose to start their journeys, to create cohesive digital experiences. Our leadership designation is an honor and we are proud to be the leader of choice in innovative solutions.”

Paul Jarman, CEO, NICE CXone

CXi offers a comprehensive approach to bridge the gap between today’s consumer expectations and organizations’ delivery of extraordinary experiences. Redefining the way organizations engage and interact with customers, CXi provides the industry’s only combination of CCaaS, WFO, Analytics, AI, and Digital Self-Service. This creates smart, connected, proactive, self-service and human-assisted interactions across the holistic customer journey.

About NICE
With NICE , it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.

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General AI

Springbrook Releases New AI Powered Customer Support Help Desk

PR Newswire | October 31, 2023

Springbrook Software, the leader in cutting-edge ERP platforms for local government agencies, has released a new modern AI-powered customer service solution: HelpDesk AI. The Springbrook HelpDesk AI empowers customers with lightning-fast access to vital product information, expediting their requests. This dynamic solution provides access to an extensive knowledge library covering all Springbrook Enterprise ERP modules, spanning Finance, HR, Payroll, Utility Billing, Payment Solutions, Tax Collection, Reporting, and Advanced Capital Budgeting. Springbrook's HelpDesk AI harnesses ChatGPT technology and taps into Springbrook's immense product content library, packed with terabytes of video and textual resources. We are committed to providing our customers with the most advanced and easy to use solutions to address their everyday needs. Utilizing Artificial Intelligence in customer service takes us one step further in making our customer's works easier. Our new HelpDesk AI continually evolves through each customer interaction, fine-tuning its content delivery. Expect more groundbreaking technology like this across our Cirrus cloud-based finance ERP platform, says Robert Bonavito, Springbrook CEO. Springbrook's HelpDesk AI boasts adaptive learning capabilities, expertly guiding customers to the right content using a series of questions and prompts. Backed by thousands of hours of customer service interactions, this solution is primed to handle virtually any request for training, guidance, or product details. About Springbrook Software Springbrook Software is the country's leading cloud-based finance and administration software provider designing solutions specifically for small to medium sized local government agencies. Over 2800 cities, towns and districts from coast to coast use our suite of modern, high-performance solutions to manage their finances, HR, payroll, utility billing, reporting and collect citizen payments. Springbrook is headquartered in Portland, Oregon with regional presence in over 40 states, and seven countries internationally. www.springbrooksoftware.com

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General AI

Lakeside Software Releases Generative AI-Powered Solutions to Enhance IT Service Delivery

PR Newswire | October 20, 2023

Lakeside Software, the leading IT data intelligence company, unveiled major enhancements to its SysTrack platform today, launching multiple generative AI features to enhance solutions for customers. The Lakeside SysTrack platform provides end-to-end visibility across large, complex IT environments. Unparalleled in its data collection capabilities, it gathers information from more than 10,000 data points every 15 seconds across various endpoints, surpassing any other in the end-user or digital employee experience market. Then 1200+ sensors automatically analyze the data at the endpoint and deliver actionable insights into the digital workplace. With today's release, this critical data foundation now fuels the industry's top AI technologies to offer intuitive and accelerated issue resolution, self-service, and proactive IT. Today's AI-driven world is built on data, and Lakeside is poised to take advantage of these emerging technologies with our breadth, depth, and retention of end-point data, said David Keil, CEO of Lakeside Software. Our solution goes beyond conventions, bridging human knowledge gaps with holistic end-point data and the expansive knowledge from the web and other common sources. It represents a major step in delivering proactive and efficient IT support to enterprises at scale. Through Lakeside's new Intelligent Support feature launched in beta today, IT service desk technicians can access the full power of SysTrack data combined with the leading large language model at their fingertips. Without leaving the SysTrack platform, L2 and L3 technicians view step-by-step instructions describing how to take action on the massive amounts of data coming from Lakeside's Intelligent Edge. With built-in AI, SysTrack now provides guidance on how to overcome IT challenges and can dynamically interact with your team to adjust that advice to the specific needs encountered in your environment. In addition, SysTrack now has integrated support that further automates self-service and proactive service delivery at scale. Powered by integrations with leading providers like Moveworks, SysTrack can deploy proactive alerts to employees in Teams, Slack or other applications where employees regularly work. It can promote self-service via conversational AI and resolve issues via automations. The Lakeside SysTrack platform offers one of the most comprehensive DEX integrations with Moveworks, the leading AI copilot platform for the enterprise. With Lakeside's new generative AI capabilities, SysTrack will act as an extension of enterprise customers' system engineering team. SysTrack's massively-scalable and patented Intelligent Edge architecture allows the company to continue to invest in data collection and grow its AI capabilities. To learn more, visit lakesidesoftware.com. About Lakeside Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what's going on in their dark estate — where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That's why so many of the world's leading global brands rely on Lakeside. And it's how our customers see an average ROI of more than 250%. Learn how you can get a better view at lakesidesoftware.com. Give everyone a better view.

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Software

DataStax Launches New Integration with LangChain, Enables Developers to Easily Build Production-ready Generative AI Applications

Business Wire | October 25, 2023

DataStax, the company that powers generative AI applications with real-time, scalable data, today announced a new integration with LangChain, the most popular orchestration framework for developing applications with large language models (LLMs). The integration makes it easy to add Astra DB – the real-time database for developers building production Gen AI applications – or Apache Cassandra, as a new vector source in the LangChain framework. As many companies implement retrieval augmented generation (RAG) – the process of providing context from outside data sources to deliver more accurate LLM query responses – into their generative AI applications, they require a vector store that gives them real-time updates with zero latency on critical, real-life production workloads. Generative AI applications built with RAG stacks require a vector-enabled database and an orchestration framework like LangChain, to provide memory or context to LLMs for accurate and relevant answers. Developers use LangChain as the leading AI-first toolkit to connect their application to different data sources. The new integration lets developers leverage the power of the Astra DB vector database for their LLM, AI assistant, and real-time generative AI projects through the LangChain plugin architecture for vector stores. Together, Astra DB and LangChain help developers to take advantage of framework features like vector similarity search, semantic caching, term-based search, LLM-response caching, and data injection from Astra DB (or Cassandra) into prompt templates. In a RAG application, the model receives supplementary data or context from various sources — most often a database that can store vectors, said Harrison Chase, CEO, LangChain. Building a generative AI app requires a robust, powerful database, and we ensure our users have access to the best options on the market via our simple plugin architecture. With integrations like DataStax's LangChain connector, incorporating Astra DB or Apache Cassandra as a vector store becomes a seamless and intuitive process. “Developers at startups and enterprises alike are using LangChain to build generative AI apps, so a deep native integration is a must-have,” said Ed Anuff, CPO, DataStax. “The ability for developers to easily use Astra DB as their vector database of choice, directly from LangChain, streamlines the process of building the personalized AI applications that companies need. In fact, we’re already seeing customers benefit from our joint technologies as healthcare AI company, Skypoint, is using Astra DB and LangChain to power its generative AI healthcare model.” To learn more, join the live webinar on October 26 at 9am PT, where LangChain founder and CEO, Harrison Chase, and SkyPoint founder and CEO, Tisson Mathew, discuss their experience building production RAG applications. About DataStax DataStax is the company that powers generative AI applications with real-time, scalable data with production-ready vector data tools that generative AI applications need, and seamless integration with developers’ stacks of choice. The Astra DB vector database provides developers with elegant APIs, powerful real-time data pipelines, and complete ecosystem integrations to quickly build and deploy production-level AI applications. With DataStax, any enterprise can mobilize real-time data to quickly build smart, high-growth AI applications at unlimited scale, on any cloud. Hundreds of the world’s leading enterprises, including Audi, Bud Financial, Capital One, SkyPoint Cloud, Verizon, VerSe Innovation, and many more rely on DataStax to deliver real-time AI. Learn more at DataStax.com. Apache, Apache Cassandra, and Cassandra, are either registered trademarks or trademarks of the Apache Software Foundation or its subsidiaries in Canada, the United States, and/or other countries.

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AI Applications

Celigo Releases Celigo AI for Integration and Automation in iPaaS

Celigo | September 07, 2023

Celigo, an integration platform as a service (iPaaS) provider for both business and IT users, has unveiled Celigo AI, a game-changing suite of embedded artificial intelligence (AI) functionalities aimed at revolutionizing enterprise integrations and automations. With a visionary approach to AI integration, Celigo seeks to empower organizations to boost end-user efficiency, ramp up productivity, and expedite the realization of value from their integrations and automation initiatives. The innovation marks Celigo as the sole iPaaS platform to leverage AI for real-time operations, automating the detection and resolution of data and API errors. Moreover, Celigo introduces an AI-guided flow builder that brings the formidable capabilities of generative AI into the realm of business process automation, all within a single, seamless platform. Jan Arendtsz, Celigo's Founder and CEO, emphasized, The company's steadfast commitment to embedding AI at the core of their platform. We have been deliberate in our approach to embedding AI deeply within the Celigo platform, and we are utilizing these capabilities to provide enterprises with an integration and automation solution that reduces barriers to adoption and delivers maximum value to their business at the lowest possible cost of ownership." (Source - Businesswire) Celigo's suite of embedded AI functionalities offers a multifaceted solution to common integration challenges: • AI Error Management: One of the most resource-intensive aspects of integration platforms is error resolution. Celigo's AI Error Management categorizes errors from any API and deploys auto-recovery policies to take action based on the error category. It also automatically resolves historical errors once it detects that the original error condition no longer exists. This innovative model, unique to Celigo, boasts an impressive track record, automatically resolving a staggering 95% of the 500 million integration flow errors each month. This optimization of run-time management allows Celigo customers to collectively save an average of 52,000 hours per week and eliminates the need for experienced developers to manually handle API and data errors. • OpenAI Connector: Celigo empowers its customers to tap into the transformative potential of generative AI through prebuilt connectivity to OpenAI.This integration provides a competitive edge by infusing OpenAI into integration flows, elevating the level of intelligence in automation processes. End users can leverage this capability to extract data from multiple sources and feed it to OpenAI for training custom GPT bots, generating images, or summarizing information as a step within any workflow. • AI Assistance: To expedite the development of new automations and bridge knowledge gaps, Celigo embeds AI guidance throughout its platform. Users can access expert help via an answerbot trained on millions of successful integrations and Celigo's extensive knowledge base. This democratizes automation development by enabling a broader user base to create new automations with the confidence of employing proven best practices. Celigo's forward-thinking approach to AI integration positions the company as a provider of solutions that anticipate user needs and empower them with the tools to unlock the full potential of integration. The company has plans for continued AI innovation in iPaaS, with upcoming releases in the pipeline. In Celigo's iPaaS, AI-driven integration presents challenges, such as the risk of relying too much on automation, complex implementation that could lead to delays and higher costs, the need for strong data security measures, relying on vendor support for maintenance, high initial costs, accuracy problems, and the possibility of not understanding how integration processes work. Mitigating these drawbacks necessitates a balanced approach, combining automation with human oversight, investment in training, robust security measures, regular effectiveness assessments, and prudent management of integration solutions. About Celigo Celigo, a leading provider of AI-driven integration platforms as a service (iPaaS), specializes in streamlining integration for organizations of all sizes. Its platform serves both technical teams and line-of-business users, fostering automation company-wide and supporting scalable growth and innovation. The Celigo platform delivers comprehensive iPaaS solutions that empower organizations to automate standard and tailored business processes, enhancing agility and driving innovation across iPaaS, SaaS, e-commerce, marketplaces, cloud applications, integration, automation, business process automation, and digital transformation domains.

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