Why your AI agent deserves a seat at the table ??
INSIDE THE BLACK BOX
Breaking down the latest in AI, customer service, and technology — so you don’t have to.
FRONT-END DEVELOPMENTS
?? WE’RE LOVING: AI leads CX trends for 2024 — we love a "told you so ” moment
?? WE’LL SEE: Companies strive for funnier chatbots , dad jokes persist
?? SAY LESS: Clunky AI chatbots give CX a bad rep, way to ruin it for the rest of us
BACK-END BREAKDOWN
Gen AI is giving us the year of productivity — but it’s not what you’d expect
The global economy is regaining its strength this year, with productivity hitting the highest rates since 2020 . You might be quick to give gen AI its flowers, but it’s actually about people. *Gasp*
?? SEMANTICS
?? SENTIMENT ANALYSIS
While the workforce stresses about AI taking their jobs and CEO’s fuss over “quiet vacationing,” there’s a small group of companies reinventing the way we work. According to Accenture , “It’s about adopting a reinvention mindset and culture. And it’s about people.” Preach.
Can AI actually increase customer contact?
People still assume that AI is driving a wedge between brands and their customers, but for the people working with this technology every day, it's actually the opposite .
?? SEMANTICS
?? SENTIMENT ANALYSIS
TBH, we’re tired of the same old gripes around AI for customer service. AI can actually bring their employees across departments closer to customers — if you have the right AI management in place, of course.
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VENN ZERO
By 2023, the AI agent industry is projected to grow to $110 billion dollars . So why is adoption in customer service so low? People still don’t understand how AI and people work together, and here lies the key: AI management.
DEEP LEARNING
The golden rule of managing people (and AI)
The best managers know that human error is a constant, necessary part of human learning. For an employee to truly realize their potential, they need to be given the freedom to push boundaries, experiment and even fail. Expecting a new employee to never falter isn't simply unrealistic — it's also unproductive. Great managers know that messing up and growth go hand in hand.
Meanwhile, exceptional managers know that it isn't always the employee who needs to be corrected, either. It's often the manager's method of onboarding , training or providing feedback that needs adjustment. Large companies lose tens of millions of dollars because employees misunderstand policies or processes. However, high-performing managers don't automatically point the finger; instead, they use those errors as a jumping-off point for introspection and improvement.
The same principles now apply when working with AI agents. They don't arrive as finished products. Rather (just like humans), they need onboarding and a chance to learn about their new jobs. They need feedback. They need mentoring . In short, managers are discovering that AI agents need the same kind of grace that is already given to human employees.
Mike Murchison, CEO of Ada
Imagine one of your consumers engaging with a virtual agent that understands their intent, remembers their preferences, and resolves their issue with a higher level of empathy and efficiency than your top performing employee. That’s the power of AI.
– Barry Cooper, President, NICE CX Division?
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