Echo AI (acquired by Calabrio)

It’s official: the Gartner Cool Vendors for Customer Service & Support list is out, and we made the cut. ?? This recognition is proof that our unique approach to helping business leaders learn and grow from every conversation with genAI is reshaping the way customer feedback is analyzed and acted on. Echo AI is paving the way for emerging use cases for genAI in the customer service landscape, giving deep, contextual insights new meaning. Learn more about our technology and why we were named a Cool Vendor on our blog, linked in the comments below. ?? #genAI #CX #Gartner #custserv

Since launching the first generative AI (genAI)-native conversation intelligence platform in January 2024, Echo AI has revolutionized how contact centers understand their customers—delivering deeper insights faster than ever before. That’s why we’re excited to announce that Echo AI has been acquired by Calabrio, Inc., the workforce performance company, to further this mission of empowering contact centers with cutting-edge solutions. By fusing our cutting-edge tech into Calabrio’s roadmap for AI innovation, we’re providing the foundation for contact center leaders, operators, and agents to fully embrace the AI-augmented era. Together, we’ll deliver solutions that proactively identify trends, resolve issues, and elevate customer experiences to new heights. Read more about this acquisition on our blog, linked in the comments below. #contactcenternews #wfm #qa #AI

We're thrilled to have made the main stage at DevDay! Thanks, OpenAI for the continued partnership.

Excited to see Echo AI featured at this year's OpenAI DevDay! At last year's event, I remember hounding the OpenAI team on how to scale analysis without proportionally increasing costs. It's gratifying to see our logo showcased now as a leader in that area 12 months later. Thanks Romain Lapeyre Srinivas Narayanan Olivier Godement Marc Manara and everyone else for the partnership.

Uncovering and addressing CX blind spots is crucial. This is where having visibility into 100% of customer conversations plays a role. With a full view into every customer conversation, you can more easily report back internally to department heads, draw clear action plans to address problems that hurt retention, and ultimately shed light on hidden risks to create a better CX strategy. Check out our latest article on Execs In The Know to learn ways that genAI combined with conversation intelligence can help you gather actionable insights more quickly with the help of LLMs: https://lnkd.in/eQ7ijepJ P.S. Be sure to join us at the Customer Response Summit from September 24-26 in Palm Springs, CA to learn more from our team in-person!

Chatbots are a popular feature of the customer service landscape with most consumers preferring to use chat over a live agent. But… they’re not foolproof. Nearly 75% of consumers say that chatbots can’t handle tricky questions and often give wrong answers. The takeaway? Chatbot QA is a must. And LLMs are a great way to build a QA program for your chat channels. Check out our latest blog linked below to learn why it’s essential to ensure your chatbots are quality-checked regularly, and how generative AI (genAI) and large language models (LLMs) help ensure that your automated chat experience is positive and useful.

AI agents are having a ‘ChatGPT moment’ as investors look for what’s next after chatbots. So, what does this mean for the future of agentic AI? Check out more thoughts from our CEO & Co-Founder Alexander Kvamme on CNBC. #AI #agenticAI #custserv

The adoption of genAI in contact centers is a marathon, not a sprint. And according to Forrester, the next 12 months are critical. Here are some of the key areas leaders will need to prioritize if they want to make lasting changes on their teams and processes without getting left behind. ? Operational Upgrades. Outdated systems are major roadblocks. Investing in foundational technologies is essential to leverage genAI effectively. ? Knowledge Management. GenAI can automate and optimize knowledge delivery, making it accessible for agents and customers. ? Better Agent Workspaces. GenAI-powered workspaces deliver real-time, customer-specific insights directly into workflows, boosting efficiency. ? Up-leveling Agent EQ: Enhance agents' emotional intelligence (EQ) and AI skills (AIQ) to handle complex interactions in an AI-driven environment. ? Rethinking Metrics: Moving beyond traditional metrics like AHT and focusing on the quality of interactions and customer satisfaction, using genAI as a marker, is key. ?? Read our latest blog for more insights from the Forrester report, which is also free to download. Link in the comments below. ?? #genAI #cx #custserv #contactcenter #forrester

Truly understanding your customers—by analyzing millions of conversations—is key to driving business success, especially at scale. But deploying Echo AI across billion-dollar retail brands came with its own set of challenges, particularly around ensuring LLM accuracy and making necessary adjustments at the application and infrastructure levels. Tune into our conversation between Arjun Bansal, CEO of Log10.io, and our Co-Founder & CTO Trey Doig, to learn more about how we've navigated these challenges successfully to bring our platform to enterprise scale. This conversation was recorded live at the AI Engineer World's Fair in San Francisco. Watch more below. ?