Microsoft Announces General Availability of Sales Copilot

Keith Kirkpatrick, Research Director at The Futurum Group covers Microsoft’s announcements of the general availability of Sales Copilot and new features in Dynamics 365 Customer Insights, and discusses how these features will help Microsoft in a highly competitive market for AI-infused software.

New Generative AI-Powered Capabilities in Oracle Fusion Cloud HCM Announced

Keith Kirkpatrick, Research Director at The Futurum Group covers Oracle’s introduction of generative AI technology within its Oracle Cloud HCM solution, and discusses why Oracle’s customers may be in a better position to deploy generative AI, compared with organizations that do not have a unified data strategy.

Improving Contact Center Experiences via NLP, NLU, and Analytics-Focused AI

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.

Using Retrieval-Augmented Generation With Access Control Technique for Managing LLMs Can Be Applied Enterprise-Wide

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.

Microsoft’s Viva Sales, Copilot Driving Productivity Gains for Sales Professionals

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.

Balancing Average Resolution Time With CSAT in the Generative AI Era

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.

AI Contact Center Training Tools Provide Efficiency, But Need Guardrails

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.

Study: Generative AI Is Most Helpful to Less-Skilled Contact Center Workers

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.

Salesforce Leverages AI, CRM, and Real-Time Data to Improve Financial Services CX

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.

Amdocs Announces a Telecom-Specific Generative AI Framework

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.

Webex Expands US Federal Government Contact Center and Calling Offerings

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.

Using Telephone Outreach to Close the Loop After Negative Feedback

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.