Top News in Customer Contact | Week of 11/25/2024
These are the top stories shaping the customer contact space the week of 11/25/24.
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- Everyone is talking about Agentic AI, but what is it exactly? As organizations introduce their own proprietary spin on the technology, contact center leaders should ensure they are educated on what the technology is–and isn’t–in order to avoid becoming star struck by promises of features and capabilities that may be overstated.
- US Department of Homeland Security rolls out the “Roles and Responsibilities Framework for Artificial Intelligence in Critical Infrastructure.” A multi-disciplinary board of leaders in the AI space, including roles from industry, government, and academia, developed a “set of voluntary responsibilities for the safe and secure use of AI" in US critical infrastructure.
- PlayAI, an AI-powered text-to-voice application, has raised $21M in seed funding to support their mission of making “delightful conversational AI voice experiences accessible,” raising questions about their highly realistic outputs amidst ethical concerns.
- In the UK, a major mobile network operator has unveiled the “Grandmother Bot,” a chatbot that seeks to deter phone scammers. The AI chatbot mimics an elderly woman’s voice–a prime target for phone scams–and wastes the scammer’s time on the phone by leading them through a discombobulated conversation.
- CallMiner CEO and founder Jeff Gallino sheds light on the state of generative AI and conversational intelligence in 2024. In a conversation with TechTarget, Gallino shares his expert insights as someone who’s been in the game for over twenty years, now competing against giants like Amazon and Google rather than boutique CX tech firms.
- Dialpad announces a full suite of AI contact center functionality, touted as “a force multiplier, not a shortcut.” With an AI assistant, AI chatbot, and performance coaching tool called AI Scorecards, Dialpad has reconfigured their business with the intent of becoming more solution-oriented.