Popular stories from this week that you may have missed
Zoom Teases Its Contact Center AI Roadmap
The Zoom Contact Center will soon undergo a rapid renovation as the vendor continues to innovate with AI.
New AI capabilities will stem from in-house innovation and the recent acquisition of Solvvy – a conversational AI provider. Alongside customer service chatbots, Solvvy also offers AI-powered analytics dashboards, data-driven routing, and digital CX workflows.
Eric Yuan, Founder and CEO of Zoom, said:
We are very excited about the Solvvy acquisition. This is a great team, laser-focused on conversational AI with talent and technology. First of all, we are going to embed that into our overall contact center offering. That’s number one for sure. AI is something new. You’ve got a lot of other contact center solution providers. They’ve not had AI capabilities before. Now, this is something new, and we are doubling down on that.
WhatsApp Launches New Features for Business Messaging
WhatsApp has launched Business Cloud API, a tool that will enable businesses of any size to communicate with customers through this platform.
Introduced at Meta’s Conversations 2022 event, the new tool is a cloud-based version of the WhatsApp Business API.
Moving away from on-premise on which Business API worked, Cloud API uses Meta’s hosting to enable businesses to cut down on server expenses and experiences new features as soon as they are available.