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 However, many large enterprises, despite claiming to be AI-first, still rely on outdated manual workflows rooted in the CRM era.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 Forethought aims to transform this outdated approach into a system of intelligence, redefining what it means to be truly AI-first.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.
Docupace | September 22, 2023
Docupace Technologies, renowned for its cloud-based fintech solutions tailored to the wealth management sector, has introduced the Developer Portal, a comprehensive hub designed to empower developers. It serves as a one-stop shop for developers to access and utilize Docupace's APIs and associated developer resources. It is set to facilitate innovation and collaboration within the financial technology industry.
The Developer Portal provides an extensive array of resources, including detailed API documentation, tutorials, widgets, and practical examples. Developers can also perform tasks such as creating accounts, generating API keys, and testing their applications with Docupace's live APIs through this portal.
Liz Pavlik, Executive of Product Management for Docupace, reportedly expressed excitement, stating,
We are excited to launch our Developer Portal and make it easier for developers to build innovative solutions using our APIs. Our goal is to provide developers with the resources they need to be successful, and we believe the Developer Portal will play a key role in achieving that goal.
[Source – Cision PR Newswire]
Key features of the Docupace API Developer Portal:
Comprehensive Documentation: In-depth insights into each API, including usage instructions, endpoints, parameters, authentication methods, and response formats.
Tutorials and Examples: Resources to assist developers in getting started with Docupace's APIs
Self-Service Account Management: Developers can create accounts, generate API keys, and manage subscriptions within the portal.
Live API Testing: A platform for developers to test their applications against live APIs
Interactive Code Samples: Real-world code samples in multiple programming languages to aid integration with the Docupace Platform.
Robust Testing Environment: Controlled sandbox environment for efficient code validation and troubleshooting.
Community Collaboration: A platform for developers to discuss, share knowledge, and collaborate on projects
Matt Fields, Vice President of Research and Development at Docupace, affirmed the company's commitment to ongoing development and encouraged developers to provide feedback and suggestions through the portal's AI chatbot.
Docupace, headquartered in Los Angeles, California, is a leading digital operations technology provider specializing in streamlining and digitizing processes for wealth management firms. Its secure, cloud-based Docupace Platform offers solutions for client onboarding, document management, advisor transitions, cybersecurity, and regulatory compliance. With a focus on efficiency and compliance, Docupace serves a diverse range of financial firms, including some of the industry's largest players. Its expertise lies in web-based solutions, imaging, workflow management, and SaaS offerings, making them a valuable partner for financial services organizations seeking operational enhancements.
Double | September 18, 2023
Double, the versatile remote assistant service designed to cater to the needs of executives, has recently introduced Mingo. Mingo, an AI-powered delegation companion, is tailored for the hectic schedules of executives and their remote assistants. Leveraging cutting-edge AI technology, Mingo ensures that crucial tasks are recorded, distills essential details from requests, and offers suggestions for the next steps to be taken by the assistant. With Mingo in their toolkit, executives utilizing Double can allocate their focus and energy to critical bottom-line responsibilities, knowing that their assistants possess all the requisite information to execute delegated tasks with precision.
Mingo's debut comes at a moment when a staggering three out of four executives grapple with heavy workloads and an acute shortage of time to tackle top hurdles in their professional duties. While productivity applications and recently launched AI assistant services are available, they often fall short of providing the personalized attention, contextual understanding, and nuanced support that executives typically receive from human assistants. Double aims to bridge this gap with its AI-enabled executive assistant approach, empowering executives to enhance their productivity and significantly impact their work hours.
Even the most skilled executive assistants, along with well-intentioned executives, occasionally contend with vague task parameters, resulting in multiple follow-up discussions that impede efficient execution. Recognizing this common challenge, Double developed Mingo to streamline communication and maximize productivity. Mingo's intuitive, always-online AI technology operates in real-time to gather task details, facilitating seamless hand-offs to executive assistants. The platform proactively prompts executives with clarifying follow-up questions, enabling them to anticipate needs in advance and safeguard their precious time by reducing unnecessary back-and-forth exchanges.
Beyond its benefits for executives, Mingo also elevates productivity for their assistants. Once an executive submits a request through the Double app, Mingo proactively generates suggested next steps and recommendations, bolstering the efficiency of executive assistants across all tasks. Mingo achieves this feat by drawing from a comprehensive knowledge base encompassing best practices and how-tos related to various executive assistant tasks, amassed from decades of combined expertise in productivity and delegation. Mingo can even expedite an executive assistant's work by offering research assistance, writing support, and insights on harnessing AI more effectively in their tasks.
Double's innovative solutions empower executives and their assistants to achieve more without compromising their work-life balance or risking burnout. The company has recently expanded its offerings to cater to entire leadership teams through its Double for Teams program. Double remains dedicated to delivering new products and services that prioritize human-centric support, further cementing its commitment to revolutionizing the future of work.
Double, based in Brooklyn, NY, is a flexible remote assistant service designed to address the evolving demands of the contemporary work landscape. Committed to its mission of reclaiming valuable time for clients, the company combines the power of human support, cutting-edge technology, and efficient delegation strategies to streamline daily tasks. With a growing clientele comprising nearly a thousand customers spanning the United States and France, it caters to businesses of all sizes. To date, Double's dedicated team of executive assistants has successfully reclaimed over 250,000 hours for busy executives, marking the company as a driving force in reshaping modern work dynamics.
IntelePeer | September 15, 2023
IntelePeer, a prominent AI-driven communications automation solutions provider, introduces a new addition to its SmartFlows platform, the Call Summary Dashboard. This innovative dashboard, equipped with AI and automation tools, empowers businesses to optimize omnichannel communication workflows, monitor real-time ROI, and identify cost-saving opportunities. Existing IntelePeer customers can access the Call Summary Dashboard at no extra cost, enabling them to create advanced hyper-automation omnichannel experiences without prolonged development cycles.
Frank Fawzi, the CEO of IntelePeer, emphasized the company's dedication to addressing the needs of enterprises for high-quality automated customer interactions. He stated that AI had become a crucial element for businesses, leading to reduced labor costs and improved competitiveness. Fawzi noted that IntelePeer's most recent analytics engine and dashboard demonstrated how AI enhances the customer experience by guaranteeing consistent and precise responses to queries while eliminating call holds. He also mentioned that when the dashboard is put into action, it discloses the real-time count of fully automated customer interactions, resulting in a significant reduction in hold times and a substantial return on investment. This, in turn, saves businesses thousands through increased automation.
The Call Summary Dashboard offers precise data on contained calls automated by IntelePeer's Smart product suite. Customers can assess the savings achieved by utilizing IntelePeer's AI-powered virtual SmartAgents instead of live agents. The dashboard also facilitates the creation of "what if" scenarios based on live traffic, demonstrating additional potential savings through increased automation and self-service capabilities over a specified timeframe.
Fawzi highlighted the benefits, saying,
With rich analytics at their fingertips, businesses can enhance operational efficiencies, improve customer experience, and make data-driven decisions. Companies harnessing generative AI are gaining an edge, and as AI continues to evolve, IntelePeer remains committed to assisting customers in harnessing this technology to meet evolving consumer needs.
IntelePeer's SmartFlows leverage leading AI platforms like Azure's OpenAI for Generative AI, IBM Watson Assistant, Amazon Lex, and Google Dialog Flow for Conversational AI. Users can create communication-enabled workflows that seamlessly integrate with existing processes and develop intelligent AI voice and messaging bots based on CRM data interactions and other data sources to enhance CX. Key SmartFlows features include:
Massively scalable simultaneous call and messaging capabilities
Built-in Natural Language Processing and Generation
Automated and intelligent routing
Easy integration with CRM and other business applications
Founded in 2003 and headquartered in Dania Beach, Florida, IntelePeer is a leading software development firm specializing in AI-driven omnichannel communication solutions. Its Communications Platform as a Service (CPaaS) optimizes customer experiences, reduces costs, and streamlines operations through user-friendly, integrated software. With a robust online presence, IntelePeer continues to innovate in cloud-based communications, offering services such as cloud communications, cloud calling, cloud contact centers, and more.