Dash Network

The News: QuestionPro, a survey and research, data, and insights services provider, has acquired PathosAI, bringing in AI expertise that will help uncover consumer intent and sentiment through measuring emotions and correlating them to why decisions are made. The PathosAI technology will be integrated into the QuestionPro research and insights platform, building on existing AI and natural language processing (NLP) capabilities. See the full press release here.

The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a computer.

The News: A lack of trust among both company executives and consumers in the ability to trust the output of generative AI represents a speed bump in its deployment, according to a recent Salesforce briefing to industry analysts. A key strategy being deployed by Salesforce to mitigate these trust issues is ensuring that any generative AI content is reviewed by a live human before it is put in front of a customer, essentially ensuring that there is always a human in the loop.

Engage 2023, Verint’s event focused on The Art of Innovation, was the platform for several new product introductions. Openness, AI, and Automation were top themes. “It’s not about technology, but transforming technology into business outcomes,” says Dan Bodner, Verint CEO. The News: Verint made a splash with the demonstration of its Open Contact Center as a Service Platform (Open CCaaS).

The News: The Contact Center as-a-service (CCaaS) market is dominated by stalwarts such as Genesys, 8X8, Avaya, Salesforce, Zendesk, and Five9, among others. UJET has amassed an impressive list of logos across retail, fintech, healthcare, and on-demand services providers.

The News: Consumers are eager for more advanced augmented reality (AR) and mixed reality (MR) experiences to be integrated within gaming, shopping, exercise, and other areas, particularly if technology from Apple is involved, according to a survey conducted on behalf of Amdocs.

The News: Genesys has introduced a new solution using a fresh and research-driven methodology to measure experience in a way that ties it more closely to action and purpose. Historic ways of experience measurement often miss the mark in finding what truly matters to the individual, resulting in data points that are not actionable.

The News: The advent of smart hubs, wireless routers, and a plethora of consumer-grade internet-controllable devices has created a dangerous situation for both customers and telecommunications companies. Many of the Internet of Things (IoT) devices connected to home networks are equipped with little or no network security controls, leaving the users, their home networks, and even the broader internet community vulnerable to attack.

I recently spoke with Ellen Loeshelle, Director of Product Management, Intelligence Platform, at Qualtrics to hear more about how Qualtrics already has been using AI, its plans for the future, and the need to keep focused on usability. Ellen Loeshelle, Director of Product Management, Intelligence Platform, Qualtrics My background, both from an academic and personal interest standpoint, is all around languages and technology.

The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact with a human being instead of AI-based solutions.