100 CX Stats, Agents Promoted to Designers, About Ducking Time
Customer Service & AI In The News
100 Customer Stats for 2023 |?Delve into this comprehensive collection of 100 up-to-date statistics that shed light on the current state of customer experience in 2023. From emerging trends to shifting dynamics, these figures provide valuable insights for organizations navigating the ever-changing CX landscape.?See the list | Forbes
From Call Center Agents to Interior Designers?|? 宜家 has had tremendous success deploying their AI bot, Billie, to handle routine customer inquiries.?By automating 47% of their customer queries, their 8,500 call center agents have recently found new capacity.?IKEA has taken this opportunity to up-level their agents and?are training them to be interior design advisors.?Read more about this innovative approach here | PYMNTS
Interviewed by AI?|?According to a recent report done by DeveloperHub , 43% of companies plan on utilizing AI bots in their hiring practices next year or already use them.?Of these companies, 80% said AI interviews will be for screening candidates. Only 15% said AI would be used to make decisions on who to hire.?Explore the entire report here | FOX Business?
About Ducking Time?|?During the Apple Worldwide Developers Conference, a key 苹果 executive revealed significant enhancements to the autocorrect feature on the iPhone. The upcoming improvements involve the implementation of a neural network known as a transformed model. This advanced technology will enable more accurate recognition of the user's frequently used words, along with the introduction of predictive text.??Full story | NY Times
Latest from Replicant
On-Demand Webinar: How to Implement ChatGPT and LLMs in your Contact Center | Missed?our latest webinar on Replicant's all-new LLM layer? Watch the full recording that touches on recent AI breakthroughs, LLM risks and a full demo of all the new bells and whistles. Watch Here
How We Safeguard Contact Center from LLM Risks | In our newest Replicant Labs post, our CTO and Co-founder Benjamin Gleitzman explains how we safeguard contact centers from LLM risks while leveraging the technology's benefits. Read Here
领英推荐
5 Things CX Leaders Should Know About ChatGPT | Explore our cheat sheet on ChatGPT in the contact center. This cheat sheet?provides an overview of the key things CX leaders should know about LLMs like ChatGPT. Get the Cheat Sheet
Video of the Month
At Resolve 2022, we hosted a panel of CX Innovators where they discussed how they are leveraging automation to build a resilient contact center. The panel included Elizabeth A. (Beth) Granberry , Kacey Felila Tolua , Ryan Fuerst , Elizabeth Dominicci-Greer and hosted by Replicant's Meghna Suresh .
CEO Insights
In a recent post, Gadi Shamia broke down Agent Assist software versus Contact Center Automation capabilities - and why Agent Assist falls short in driving true change within customer service organizations.