Last week saw another busy period for the CX sector.
We had a warning from OpenAI, a CCaaS update from Google, and new features from Salesforce and Verint.
Here are the extracts from some of our most popular news stories over the last seven days.
OpenAI Warns Businesses to Phase Out Voice-Based Authentication, Stalls the Release of Its Voice Cloning Tool
OpenAI has put companies on red alert, warning them that it’s time to move on from voice authentication amid the development of its Voice Engine solution.
Voice Engine is a voice cloning tool that generates natural-sounding speech that “closely resembles” the original speaker.
Now, it’s available in a preview, but OpenAI has chosen to stall the general release in a bid to “bolster societal resilience” against increasingly convincing generative models.
In an unauthored blog post on its website, OpenAI dived deeper into the specifics, noting:
We encourage steps like phasing out voice-based authentication as a security measure for accessing bank accounts and other sensitive information.
The large language model (LLM) pioneer also encouraged businesses to speed up the development and adoption of techniques for tracking the origin of audiovisual content (Read on...).
Google Makes Move to Improve CCaaS Reliability, Announces Auto-QA Solution
During last week’s Enterprise Connect event, Google announced two new additions to its CCaaS solution: the Google Contact Center AI Platform (CCAI-P).
The first is a new multi-region capability that allows enterprises to run the CCAI-P offering automatically and reliably across various global regions and clouds.
In doing so, it offers cross-region failover. That increases resiliency, ensures business continuity, and offers customers “mission-critical uptime”.
Sharing how, in a blog post, Kevin Shatzkamer, MD of ConversationApplied AI Engineering at Google Cloud, and Matthew Clare, Outbound Product Management Lead for CCAI & CX, wrote:
With multi-region support, customers benefit from seamless failover across geo-dispersed Google Cloud regions in the event of a catastrophic regional outage, ensuring that cloud outages never impact critical customer experiences.
Such capabilities are critical as Google aims to accentuate the first of its three CCaaS differentiators (Read on...).
