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...
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...
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...
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...
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...
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...
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...
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...
Keith Kirkpatrick, Research Director at The Futurum Group covers Zendesk’s acquisition of Tymeshift, an AI-powered workforce management solution built exclusively for Zendesk customers, which enables the improved management of agent...
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