News from the AI & ML world
DeeperML - #customerservice
|
Ken Yeung@Ken Yeung
//
Salesforce research indicates a rising consumer interest in AI agents that extends beyond mere productivity tools. Everyday users are increasingly eager to utilize AI agents for personalized support in their daily lives, highlighting a significant opportunity for businesses. The study has identified four key consumer personas, including "Smarty Pants," "Minimalists," "Life-Hackers," and "Tastemakers," each with distinct expectations and desires regarding AI agent functionalities. This information is crucial for businesses aiming to design AI agents that resonate with their target audiences.
Vala Afshar, Salesforce’s chief digital evangelist, emphasized the asymmetric nature of the AI conversation, noting that while much focus has been placed on business efficiency and optimization, the consumer perspective has been comparatively overlooked. The Salesforce survey of 2,552 U.S. consumers offers compelling insights for organizations looking to inform their product development and marketing strategies. The research reveals that consumers value personalized, proactive, and conversational experiences provided by AI agents. One of the standout findings from the Salesforce report shows that 65% of respondents expressed interest in tools that help them make better decisions and simplify their lives. The "Smarty Pants" persona, representing 43% of respondents, particularly values detailed and well-presented analyses to aid in confident and strategic decision-making. Salesforce’s research underscores the growing importance of the customer experience, suggesting it could become a make-or-break factor for brands as consumers increasingly expect personalized and supportive AI interactions.
Share:
References :
Classification:
@www.analyticsvidhya.com
//
AI agents are rapidly transforming business operations, moving beyond simple automation to enabling AI-driven reinvention. A recent McKinsey study highlights a shift where businesses need to look beyond merely making existing workflows more efficient. Instead, the focus is on replacing outdated workflows and creating entirely new capabilities through autonomous AI agents. These agents can act independently, make decisions, and adapt dynamically, fundamentally reshaping how organizations operate by proactively managing tasks and navigating complex IT environments. This marks a significant step toward achieving new levels of productivity and innovation.
Leveraging conversational AI for customer service is a key area of transformation, as AI agents are being used to provide exceptional, efficient, and personalized support. Customers can experience instant, helpful interactions, bypassing the traditional wait times associated with human agents. The conversational AI market is projected to grow significantly, reflecting the increasing adoption of AI chatbots, virtual agents, and agent-assist solutions. These technologies are not only reducing operational costs but also elevating brand reputation through improved customer experiences. Google's launch of the Agent2Agent (A2A) protocol represents a pivotal moment in fostering collaboration between AI agents across diverse platforms. This open interoperability protocol aims to standardize communication between agents, enabling them to securely exchange information, coordinate actions, and integrate across enterprise systems. Supported by over 50 technology partners, A2A addresses the challenges of siloed systems, paving the way for automating complex workflows and enhancing overall productivity. By releasing A2A as open source, Google invites the broader community to contribute and further refine the functionality, fostering innovation and scalability in the agentic AI landscape.
Share:
References :
Classification:
@computerworld.com
//
Cisco is enhancing its Webex platform with new AI-powered features designed to improve both customer service and employee collaboration. Announced at Enterprise Connect, the updates focus on what Cisco calls "agentic AI collaboration," with the goal of anticipating needs, automating tasks, and boosting productivity. Key announcements include the general availability of Webex AI Agent and new features for the Cisco AI Assistant in Webex Contact Center and Webex Suite, along with solutions for Webex Calling and device integrations.
Cisco is aiming to transform traditional contact centers into customer experience centers by making use of AI. Webex AI Agent, set for general availability on March 31, 2025, is a 24/7 self-service solution that uses natural language to handle routine customer questions and fulfill requests. The Cisco AI Assistant for Webex Contact Center will also receive new features, including suggested responses and real-time transcription for agents. Workflow automation in Cisco AI Assistant for Webex will streamline processes by integrating with enterprise applications like Salesforce, ServiceNow, and Jira, to improve efficiency.
Share:
References :
Classification:
|
BenchmarksBlogsResearch Tools |