AI Tech, General AI, AI Applications

tekVizion Uses Amazon Web Services to Bring Conversational AI to Contact Centers

tekvizion
tekVizion is working with Amazon Web Services (AWS) to make it easy for enterprises to add conversational artificial intelligence (AI), such as bots and interactive voice response systems (IVRs), to their existing contact center platforms. With the solution, IT administrators can quickly improve caller experience and reduce agent handle times without the cost and disruption of upgrading their entire contact center.

The tekVizion 360 solution leverages two primary AWS services: Amazon Lex and the Amazon Chime SDK. Amazon Lex is an AWS service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. The Amazon Chime SDK lets builders easily add real-time voice, video, and messaging into their applications. The Amazon Chime SDK is pre-integrated with Amazon Lex and common enterprise voice infrastructure, so you can easily add conversational experiences to contact centers that support the Session Initiation Protocol (SIP) for voice communication.

“Working together with the AWS team, tekVizion built a solution to reduce the burden on call center agents and administrators with conversational AI. Amazon Lex will assist customers with minor requests and improve the entire user experience.”

Chakra Devalla, CEO of tekVizion

Combining tekVizion’s call center expertise and AWS’s capabilities in automation and AI enables contact centers to focus on critical issues, improved end user experience, faster resolution time, and easing burdens on internal teams. In addition, tekVizion continuously tests the contact center platform and Amazon Lex integration with powerful testing tools combined with their industry-leading interoperability lab for contact center and testing experts.

“Today’s customers want instant, personalized, and effective resolutions for their problems,” said Sid Rao, General Manager of Amazon Chime SDK at Amazon Web Services, Inc. “What makes tekVizion’s solution innovative is their ability to use the Amazon Chime SDK to capture the intelligent results from Amazon Lex and integrate these results with third-party on-premises and cloud contact center platforms and agent desktops. By harnessing Amazon Lex’s speech-to-text and natural language understanding features, tekVizion customers can deploy conversational interactive voice response systems that improve call containment, customer engagement, and customer satisfaction scores.”

About tekVizion PVS, Inc
tekVizion is an independent, global testing lab that provides hundreds of multi-vendor end to end solution validation, certification and integration testing to service providers, vendors, and enterprises. tekVizion’s testing helps accelerate the time to value, improve product quality and future proof investments in business communications.

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New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management

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. 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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. 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Copado Expands Beta Access to CopadoGPT for All Customers, Revolutionizing SaaS DevOps with AI

Copado | December 14, 2023

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Qlik Launches AI Council to Responsibly Accelerate Enterprise Adoption of AI

Qlik | January 25, 2024

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We excel in data integration and governance, offering comprehensive solutions that work with diverse data sources. Intuitive analytics from Qlik uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities. Our AI/ML tools, both practical and scalable, lead to better decisions, faster. As strategic partners, our platform-agnostic technology and expertise make our customers more competitive.</p> <p> 2024 QlikTech International AB. All rights reserved. All company and/or product names may be trade names, trademarks and/or registered trademarks of the respective owners with which they are associated.</p> <p> The development, release and timing of any product or functionality described herein remain at the sole discretion of Qlik and should not be relied upon in making a purchasing decision.</p>

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General AI

Appvance unleashes AIQ 5.0, featuring Generative AI V3

Appvance | December 19, 2023

Appvance, the leader in generative AI for software quality, is excited to announce the launch of Appvance IQ (AIQ) 5.0, a groundbreaking update that marks a significant leap forward in the world of AI-native automated testing. This release features the game-changing Generative AI V3, a comprehensive update that enhances performance, reporting, visual object recognition, and bug-finding accuracy. Generative AI V3 is the result of a decade of research and continued advancements since the launch of AI-native script generation in 2018. AIQ 5.0 is the world's most advanced end-to-end testing platform for web and mobile applications, where AI is able to autonomously identify 10X more bugs than teams using legacy scripting or modern recorders. This virtually obsoletes manual testing and legacy scripting such as Selenium. AIQ 5.0 includes the following new features: No-Code Fully Visual User Experience Users will experience an improved intuitive interface that empowers them to unleash hundreds of Autonomous Testing bots (trained to do exploratory testing with BDD-based validations) effortlessly. Enhanced Bug Detection Custom page state identification ensures accurate classification of unique pages and page state enabling rapid, accurate defect detection with zero duplication through visual analysis of page elements. System-wide fallback accessors integration provides automatic script repair across multiple executions without maintenance. Improved visual accessors and visual object recognition deliver zero-effort test creation to a new level. Real-Time Visibility and Data-Driving Simplicity Live coverage map while the Autonomous Testing bots are executing, gives real-time insight into how the AI is generating thousands of critical tests. Enhanced direct data inputs enable real-time interactive data driving of the AI bots allowing them to reach every corner of the application. Effortless data-driven AI-generated tests during training allow dynamic addition of multiple data sources for the bots to consume. Unique Autonomous Testing Executions for Different Application Variants The new Autonomous Testing bots adapt to different application variants and morph automatically extending your test coverage - enabling a wide variety of test scenarios and configurations for full 360° quality insight. "AIQ 5.0 advances Autonomous Testing by taking a revolutionary approach to generative AI that delivers unparalleled levels of productivity, coverage, and defect detection," said Appvance CEO, Andre Liao. "This is a testament to our decades-long commitment to providing the world's most powerful, user-friendly, intelligent testing platform, with our continued investment in generative AI leading the way." About Appvance Appvance is the leader in generative AI for Software Quality. Its premier product AIQ is an AI-native, unified software quality platform that delivers unprecedented levels of productivity to accelerate digital transformation in the enterprise. Leveraging generative AI and machine learning, AIQ robots autonomously validate all the possible user flows to achieve complete application coverage™.

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