From the launch of a new "Customer Success Score" to more industry layoffs, here are some extracts from our most popular news stories over the last seven days.
AWS Shares the Latest Generative AI Use Cases for Amazon Connect
AWS is "investing heavily" in large language models (LLMs) for key contact center use cases.
The vendor made the claim in a YouTube video posted earlier this month, which introduces how it has already augmented its Amazon Connect platform with generative AI.
Indeed, Dave Lemons, Builder Solutions Architect at AWS, shared three existing use cases: expanding agent-assist, enhancing manager-assist, and improving customer self-service experiences.
Before introducing these, Lemons stressed:
[We’ll be] ensuring the right level of security, accuracy, observability, and removing bias to make sure generative AI outcomes can be both trusted and valuable.
To maximize these outcomes, AWS builds on the AI and machine learning capabilities already embedded into its CCaaS solution.
Use Case 1 – Expand Agent Assist Capabilities
Amazon Connect Wisdom – the CCaaS platform’s agent-assist offering – predates the explosion of LLMs onto the enterprise tech scene.
By analyzing customer interactions, Wisdom bids to understand customer intent and deliver agents helpful information to resolve a customer’s query in real-time.
It does so by digging into the knowledge management system, internal support documents, CRM, and other customer databases.
GenAI now takes this further. It sieves through all that knowledge to recommend customer responses that agents can review, edit, and send. (Read on…).
Talkdesk Endures Third Round of Layoffs in 14 Months
A spokesperson for Talkdesk confirmed the company has made "limited headcount reductions", which constitute its third round of layoffs in under 14 months.
The company spokesperson revealed the news to TechCrunch, but she would say how many people would be losing their jobs in this round of cuts.
Yet, an employee has since suggested that at least 140 employees have been made redundant.
Meanwhile, a Portuguese publication, Observador, noted that employees are being asked to sign a "termination by mutual agreement", which would remove any guarantee of unemployment benefits.
Before that information became public, Tiago Paiva, Founder and CEO of Talkdesk, provided an email statement regarding the company layoffs: "Investments and advancements we’ve made in AI position us at the forefront of CX innovation, enabling a leaner, more agile global organization.
"The limited headcount reductions we made in a few areas will not negatively impact our speed of innovation.
We will continue to invest in and hire in strategic areas that allow us to innovate faster and more efficiently, at scale.
"As one example, we are evolving our location strategy. With our recent FedRAMP In Process designation and success in healthcare and regulated industries, we are increasing R&D investments in the U.S.
"Our business remains strong, and we have a tremendous market opportunity ahead of us." (Read on…).