Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Spirit Airlines saw AI as the solution to enhance guest experiences while managing operational efficiency at scale.

AI 78

AI Customer Experience Net Promoter Score Legal 78

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

Intercom, Inc.

JULY 15, 2021

Being responsible for the design of AI services used by millions of people is a huge responsibility, and Arin is deeply aware of that. According to him, good design doesn’t need to sacrifice transparency, and imperceptible AI isn’t ethical AI. For Arin, explainability is a key element when it comes to ethical AI.

AI 245

AI Machine Learning Start-ups Technology 245

ECXO

DECEMBER 25, 2024

154 Actionable Steps to Use Customer Experience to Fuel Growth Using customer experience (CX) as a growth engine requires strategic planning and execution. Example Action: Implement AI-driven recommendation engines on your website to suggest products or services based on browsing history.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Futurelab

MARCH 20, 2025

Maybe the idea that feedback can be good can land in some diehard engineer mind better, if the feedback is from the bot? They cannot give you personal experiences, emotions, and unpredictable human reactions that no AI-generated response can match. , .

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

Uniphore

JANUARY 4, 2022

Conversational AI Platform. Conversational AI. Emotion AI. Conversational AI Platform. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. U-Self Serve. Case Studies. White Papers.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Comm100

APRIL 15, 2025

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams.

AI 52

AI Engineering CX Start-ups 52

Win the Customer

DECEMBER 26, 2024

In today’s rapidly evolving digital landscape, artificial intelligence (AI) is transforming the way businesses interact with their customers. From chatbots and virtual assistants to personalized recommendations and predictive maintenance, AI is revolutionizing customer experience (CX). Here are some key considerations: 1.

AI 59

AI CX Artificial Intelligence Legal 59

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

AI 194

AI CX Customer Experience Artificial Intelligence 194

Adrian Swinscoe

JUNE 4, 2024

Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.

Engineering 147

Engineering Customer Service Artificial Intelligence Contact Center 147

ECXO

JUNE 25, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. This enriched understanding helps designers create products that better meet consumer needs.

AI 156

AI Customer Experience Legal Manufacturing 156

Comm100

APRIL 16, 2025

While our AI Agent is capable of handling up to 80% of routine queries, what about those more complicated ones that require agent intervention? Enter Comm100 AI Copilot the intelligent AI-powered assistant designed to help agents work smarter, not harder. Quick Suggestions are designed for rapid information retrieval.

AI 52

AI Start-ups Engineering CX 52

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Self-service portals, mobile apps, and AI-driven chatbots can complement traditional account manager relationships. Over time, CX becomes seen not as a cost centre but as a growth engine.

CX Transformation 339

CX Transformation B2B CX Government 339

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. noted that call centers with banks and call center agents fall victim to social engineering.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Execs In The Know

FEBRUARY 11, 2025

For the first time, the reality of integrating AI into the contact center and throughout the customer journey is living up to the hype. AI agents no longer simply follow pre-programmed instructions or react to external stimuli. Reputable agentic AI solutions never use customer data to train LLMs.

Contact Center 52

Contact Center AI Engineering CX 52

Intercom, Inc.

JANUARY 12, 2021

From premature optimization to over-engineering solutions for your product, it’s easy to get caught up in making technology decisions that slow you down instead of speeding you up. These things are usually artifacts of some engineer’s Objectives and Key Results (OKRs). The top ten technical strategies to avoid.

Engineering 269

Engineering ML Technology Technology 269

Intercom

APRIL 3, 2025

With AI agents like Fin, you can break free from these constraints. Taking an AI-first approach allows you to handle massive support volume fluctuations while providing always-on global support, and keeping costs predictable. In contrast, AI costs typically decrease over time as the technology matures and adoption grows.

Gaming 52

Gaming AI Start-ups Business Growth 52

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. Dr. Turner explains that he thinks of AI the way author Cathy O’Neil does in Weapons of Math Destruction : Algorithms are opinions embedded in code. Dr. Turner explains that AI decides the “Y” of an outcome. So, Dr. Turner says, AI is not magic.

AI 148

AI Artificial Intelligence Machine Learning Social Media 148

Intercom, Inc.

FEBRUARY 26, 2018

by Rich Archbold, Senior Director of Engineering at Intercom. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. When I say “execute”, I don’t simply mean the engineering challenges of building something. The same is true in software.

Engineering 224

Engineering Technology Technology Innovation 224

ECXO

DECEMBER 4, 2024

This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. GE Aviation : GE Aviation provides aircraft engines and associated services. SaaS Companies – SaaS customer success teams often interact with their clients virtually through emails, video calls, or in-app messages.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Lightico

FEBRUARY 4, 2025

If you are following auto finance news you’ve probably seen that artificial intelligence (AI) continues to evolve, and we are witnessing the emergence of Agentic AI in Auto Finance a powerful iteration of AI that transcends mere content generation or structured workflows.

Finance 52

Finance AI Compliance Machine Learning 52

Callminer

FEBRUARY 4, 2021

You can use AI to comb through and find the common themes and analyze which trends you need to prepare your reps to handle. Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering. Contact centers can use AI to analyze words, phrases, and behaviors. Ben Reynolds. SureDividend.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Lumoa

FEBRUARY 27, 2025

Ask AI Quality Improvements Ask AI is our premier way to get to the heart of your customer or employee feedback. You can get more information on Ask AI from our knowledge base. Moving forward, the anonymization engine will now: Better understand names with initials (like “J.R.R. Now, its going to work even better!

Engineering 78

Engineering AI Start-ups CX 78

SurveySensum

MARCH 10, 2025

It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time. Using AI, Conversational Analytics detects whether customer feedback is positive, neutral, or negative.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Totango

MAY 17, 2024

Some believe AI is overhyped. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. But there are proven, compliant ways to drive impact with AI today.

Innovation 101

Innovation AI Start-ups Government 101

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. There’s an inherent structure and repetition to customer queries that make it highly suitable for AI to enhance efficiency and improve customer satisfaction. This doesn’t mean you can just slap AI into a product and call it a day.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

Steven Van Belleghem

APRIL 25, 2023

An AI DJ selects the music it thinks you might like, and then combines it with spoken commentary around the tracks or artists, delivered in a realistic-sounding, AI-generated voice. But in the future (and even parts of today) AI will become the new gatekeeper in our life. In the past traditional media were the key gatekeepers.

AI 133

AI Social Media Artificial Intelligence Engineering 133

Intercom, Inc.

SEPTEMBER 9, 2022

AI has been quite overhyped in the past. It feels like the AI hype machine is once again in overdrive. There’s so much investment into this area of AI and machine learning across companies, so it’s difficult to unpack exactly what’s happening. And you don’t need as much hand engineering of features.

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Totango

APRIL 18, 2023

Leveraging the power of AI, we can take a big step forward to boost productivity, reduce the time it takes to accomplish tasks, and adapt more quickly to new goals and contexts – and thus make customer success a significant growth engine for our companies.

Innovation 105

Innovation AI Engineering Sales 105

Uniphore

DECEMBER 27, 2021

Conversational AI may be the answer. In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Execs In The Know

APRIL 22, 2025

But today, theyre a liability; slowing down innovation, blocking artificial intelligence (AI) implementation, and creating silos where there should be connection. Theyre pushing for AI. Why AI and automation are only as effective as the infrastructure they sit on. Its a growth engine. CX teams want to modernize.

Artificial Intelligence 52

Artificial Intelligence CX Engineering AI 52

Totango

NOVEMBER 26, 2024

Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. Unfortunately, we, as an industry, have made AI feel like a mountain to climb versus a path to navigate. Key takeaways : It’s time to take action.

AI 62

AI Start-ups Engineering Business Growth 62

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The challenge in 2024?

AI 98

AI Unstructured Data Engineering Start-ups 98

Zendesk

APRIL 5, 2022

Delivering high-quality customer experiences can help businesses stand out among agile competitors and translate to a revenue-generating growth engine. A smart CX strategy understands where AI shines—and where it doesn’t. Without a clear understanding of where AI works best, businesses risk frustrating customers.

AI 98

AI Customer Experience Artificial Intelligence Engineering 98

Intercom

OCTOBER 17, 2024

With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50% of customer queries immediately. However, there’s a perception that AI agents can only function over chat.

AI 93

AI Outlook Machine Learning Start-ups 93

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98