Partnership Between Twilio and Frame AI Helps Deliver Insights and Recommendations to Inform Critical Decisions
Keith Kirkpatrick, Research Director at The Futurum Group covers Twilio’s partnership with Frame AI, and discusses the continuing value being derived from non-generative AI technology, including NLP, NLG, and analytics-based AI.
Keith Kirkpatrick, Research Director at The Futurum Group, covers Coveo’s use of retrieval-augmented generation, and discusses how the company’s inclusion of access-level control can help organizations safely deploy generative AI on an enterprise-wide basis.
Six-Month Check-in With Internal CRM Tool Users Yields Positive Responses for Efficiency, Value
Keith Kirkpatrick, Research Director at The Futurum Group covers the internal usage of Microsoft Viva Sales, a generative AI-infused tool aimed at driving productivity gains among sales professionals, and discusses the curious lack of mobile support in an era of hybrid and remote work.
Generative AI Tools Can Deliver Significant Benefits to Contact Centers, But Agent Training Is a Must
Keith Kirkpatrick, Research Director at The Futurum Group discusses the impact of generative AI on the average resolution time (ART) metric, and the steps that organizations must take with agent training to get the most out of generative AI tools aimed at contact center workers.
A Lack of Transparency Around How the Company’s AI Models Mitigate Potential Biases Should Be Concerning to Customers
Keith Kirkpatrick, Research Director at The Futurum Group covers Zenarate’s AI Coach and its most recent funding round, and discusses the lack of information provided around bias mitigation in the company’s AI training models.
Results From a Stanford/MIT Study Indicate Greater ROI From Generative AI When Workers’ Experience Level Is Low
Keith Kirkpatrick, Research Director at The Futurum Group, covers the results of an MIT Sloan/Stanford University study that found generative AI is most helpful to less-skilled contact center workers, and discusses whether applying generative AI tools to more complex data sets will enable more skilled workers to see similar benefits of the technology.
Personalized Financial Engagement Solution Is Designed to Provide Financial Insights to Customers
Keith Kirkpatrick, Research Director at The Futurum Group covers Salesforce’s announcement of its Personalized Financial Engagement solution, and discusses how it can be used to provide granular and personalized insights based on a customer’s unified profile, both inside and outside of a core financial institution.
amAIz Generative AI Solution Combines Carrier-Grade Architecture with Large Language Models
Keith Kirkpatrick, Research Director at The Futurum Group, covers Amdocs’ announcement of amAIz, its generative AI solution, and discusses how grounding open AI models with telecommunications-specific expertise and experience can help organizations deploy usable generative AI use cases quickly.
Keith Kirkpatrick, Research Director at The Futurum Group, covers Cisco’s announcement that Webex Contact Center for Government has gained FedRAMP authorization, and highlights the value of non-federal government agencies selecting software that has also gone through the FedRAMP authorization program.
Keith Kirkpatrick, Research Director at The Futurum Group, covers an undesirable travel interaction, and discusses the best practices that were employed by the company after negative feedback was provided to the company via a post-visit survey.
