This week, in the customer experience space, we've seen a fresh step-by-step enhancement from AWS, a collaboration between Snapchat and Sprinklr, IBM being accused of age discrimination, and a new GenAI chatbot being rolled out across all Target stores.
Here are the extracts from some of our most popular news stories over the last seven days.
Amazon Connect Boosted by Step-by-Step Guide Enhancement
AWS’ agent copilot has been equipped with a new step-by-step guide feature.
Available for users of the company’s Connect CCaaS platform, Amazon Q will now have the capacity to provide real-time recommendations for step-by-step guides based on specific customer queries.
By analyzing live customer service interactions, the assistant can discern the customer’s intent and proactively serve an agent with the relevant guide needed to solve the issue.
AWS believes that the additional step-by-step feature will help reduce handling times, boost first-contact resolution rates, and elevate customer satisfaction.
Indeed, in discussing the news, Michael Wallace – Solutions Architecture Leader for Customer Experience at AWS – detailed how the new enhancement was a win-win for customers and agents:
Q in Connect’s step-by-step guides streamline this process through workflows, elevating the agent experience. Happier agents lead to better customer experiences and improved call center resolution rates.
Prior to the latest release, AWS designed guides for the four most common customer conversation steps: customer identification, intent recognition, issue resolution, and post-call processing (Read on...).
Snapchat and Sprinklr Team Up to Help Brands Target Younger Customers
Sprinklr has announced that it will be a supporting partner of Snapchat’s Public Profiles for Businesses solution.
The CX management specialist is the first partner to assists brands in managing all organic and paid Snapchat content via its unified, AI-powered platform, Sprinklr Marketing.
Public Profiles will allow brands to publish Snapchat stories and Spotlight content, as well as boosting organic content with ads – all from within Sprinklr’s platform.
The companies believe that this feature will help save time, reduce costs, mitigate risk, and garner deeper insights.
Moreover, the tech firms also outlined how the collaboration will be crucial in allowing brands to enhance audience engagement among Gen Z and Millennials: the two most popular users of Snapchat.
In discussing the announcement, Patrick Harris – President of Americas at Snap Inc –described his company as a “natural fit” for brands looking to improve their CX offerings:
This expanded partnership with Sprinklr will enhance our ability to help brands find success on Snapchat. We look forward to driving awareness, engagement, and meaningful business results.
Let’s take a closer look at how these additional features will benefit users (read on...).
