Facebook Guts Customer Service, Hold Music by Ellen, Coke Taps AI
Customer Service & AI in the News
Facebook Guts Customer Service Team | Meta, the parent company of Facebook and Instagram, has undergone two rounds of layoffs since 2022, resulting in the loss of 21,000 jobs. Reports suggest that a significant portion of these jobs belonged to individuals working in Meta's customer service division. Meta has earned a reputation for having poor customer service, and this latest news will make it even more challenging for businesses and social media influencers to receive assistance when they encounter issues with the service. Full story here | CNBC
Coca-Cola Deploys AI to Improve Customer Service | In their first quarter earnings release, Coca-Cola disclosed they were adopting AI to improve its marketing and customer service. In the statement, the soft drink company said it is experimenting with AI to "improve customer service and ordering as well as point-of-sale material creation in collaboration with its bottling partners." Read more about their AI experiments here | Yahoo Finance
Hold Music by Ellen DeGeneres? | After enduring 45 minutes of, let's face it, terrible hold music, Ellen DeGeneres decided to "improve" the tune. She took out her own instruments and made prank calls to her brother, subjecting him to several hold periods. This amusing TikTok video has over 2 million views. Watch the video here | TikTok
Pop Singer Says Anyone Can Use Her Voice for AI-Generated Songs | The music industry has been scrambling to respond to the rise of AI songs trained on artist voices. Just last week, a deep-fake song featuring Drake and The Weeknd climbed up the charts before it was successfully taken down. However, pop singer Grimes has decided to embrace the new technology. She tweeted that she would "split 50% royalties on any successful AI-generated song that uses my voice." Dive into the entire story here | BBC
Latest from Replicant
How Replicant Unlocks the Future of Contact Center Automation with ChatGPT and LLMs | We are thrilled to announce the launch of LLMs, the same cutting-edge technology that powers ChatGPT, into production. Our CEO has penned a blog detailing how this will revolutionize Contact Center Automation. Read our blog here
The National Customer Rage Survey: 3 Takeaways | The annual National Customer Rage Survey was release this month and there was some disturbing data points. Our blog packages up the 3 biggest takeaways
Case Study: Insurance Brand with 400+ Agents | Learn how a leading auto insurance company resolves 50% more calls using Replicant resulting in 4,100 less calls per day for agents to handle. Get the case study here
Replicant Spotlight: Asante Muhammad | Learn what it's like in the day of a life of a Replicant Customer Success Manager from one of our own experts. Read the blog post here
How Transportation Companies Serve More Riders with Replicant | Explore how we help transportation overcome budget restrictions and staffing issues to improve the rider experience in our latest blog post.
Video of the Month
Replicant Co-Founder and CTO, Benjamin Gleitzman, shares his thoughts on how LLMs and ChatGPT will change customer service.
CEO Insights
In his recent Linkedin post, Gadi Shamia explores the impact of AI and automation on the job-outlook of customer service agents. While it is certain the role will change, he is confident that the future for customer service agents is brighter than ever.
