No Jitter

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Why Topic Modeling Is My Favorite Gen AI CX Feature

Dave Michels

July 26, 2024

Effective automation and CX really starts with understanding what your customers want – and topic modeling can unearth the real needs your customers have.

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Salesforce and Workday's Partnership Could Change Your First Day of Work

Lisa Schmeiser

July 25, 2024

AI agents guiding new employees through onboarding could reduce human work – but require human attention to be executed correctly.

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Conversations in Collaboration: Cresta’s Ping Wu on Giving “Superpowers” to Contact Center Managers

Matt Vartabedian

July 25, 2024

Cresta’s CEO provides his thoughts on how Gen AI can be used to identify customer and agent behaviors, correlate them and use that understanding to drive better business outcomes.

News & Views

Ask an Analyst: Christina McAllister on the Challenges of Getting Gen AI Summaries to Agents

Christina McAllister

July 24, 2024

When it comes to Gen AI after-call summaries, there’s a trade-off between latency and accuracy that must be delineated and resolved.

Why Recent AI-linked Lawsuits Will Impact Your Contact Center

Sheila McGee-Smith

July 24, 2024

As a recent class action lawsuit against Patagonia shows, solution providers and organizations face a growing number of challenges in deploying AI for customer service.

No Jitter Midroll: Amazon Connect Brings Gen AI-powered Summaries to Agent Workflow

Matt Vartabedian

July 22, 2024

Amazon Connect’s Contact Lens now provides generative AI-powered after contact summaries to agents immediately after the interaction ends.

How the U.S. Supreme Court’s Decisions Impact Enterprise Communications

Martha Buyer

July 22, 2024

Two new verdicts could move technical decisions and implementation away from those who know the policies best, and lengthens the time it will take to accomplish legal adjustments to accommodate technology advancements.

No Jitter Roll: Salesforce Releases Einstein Service Agent, Kore.ai Launches GALE

Hannah Warfel

July 19, 2024

Also, ConductorOne releases its helpdesk automation, CallRail launches an AI-powered Convert Assist, and Omilia launches Pathfinder.

Summertime, and the Zooming Is Easy

Lisa Schmeiser

July 19, 2024

The flexible workplace has been great for employees’ perceptions of greater work-life balance – but there’s something to be said for completely disengaging from any workplace.

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