Tag: Artificial Intelligence

Revolutionising customer support: How AI, automation, and predictive insights are shaping the future

Customer support isn’t just a cost centre anymore. It’s now a key driver of growth, thanks to AI and automation. Here’s how it’s happening. Customer support is evolving fast. What was once considered a cost centre is now a powerful growth...

Dovetail streamlines CX reporting with AI

Dovetail is aiming to slash the time it takes organisations to identify customer experience (CX) problems, solve them and close the loop. By integrating artificial intelligence features throughout its product suite, the vendor claims to enable companies to rapidly compile...

InMoment unveils new tool for smarter reputation management  

InMoment has introduced Competitor Intelligence, a tool designed to revolutionise how businesses analyse competitor reviews and gain a strategic edge. This AI-driven solution transforms raw review data into clear, actionable insights, helping brands identify their rivals’ strengths, weaknesses, and opportunities...

Three artificial intelligence in customer experience trends for 2025

As 2025 kicks into gear, it’s clear that last year was pivotal for customer experience (CX). Generative artificial intelligence (GAI) continued to monopolise attention, making bold promises for the way businesses interact with customers. While some AI early adopters saw gains, others struggled...

This week in CX: AI, work week changes, and new shopping habits

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been diving into exciting topics like the future of AI in 2025, the potential of a 4-day work week, and US workers’ plans for the...

New AI agents from Oracle to help HR enhance employee experience

Oracle has introduced new role-based AI agents within its Fusion Cloud Human Capital Management (HCM) platform, aimed at helping HR leaders and business executives enhance the employee experience and increase workforce productivity. Available now, these AI agents are designed to...

After shadow IT, shady AI creations could create operational chaos

Business IT departments have long fretted about unofficial applications in offices and networks. Now shadow artificial intelligence poses a new challenge, as workers create smart tools, content, images and ideas. All with a little help from their friendly AI.  The campaign...

CallTower and Five9 boost unified communications and contact centres

CallTower has announced a new partnership with Five9 to deliver a fully integrated communications experience by connecting CallTower’s Operator Connect for Microsoft Teams with Five9’s advanced contact centre platform. By merging CallTower’s UCaaS (Unified Communications as a Service) capabilities with Five9’s...

SoundHound AI gives car voice assistants a personality makeover

SoundHound AI has introduced a new level of personalisation to its in-vehicle voice assistants with the launch of Brand Personalities for its SoundHound Chat AI Automotive platform. The feature, touted as the first of its kind, allows automakers to create...

AI and personalisation are shaping the future of websites

Sitecore has released its latest report, exploring key trends, priorities, and challenges shaping the future of website technology across industries such as financial services, manufacturing, technology, and retail. “Marketing organizations have an immediate opportunity to better serve their customers by embracing...