A busy week in the CX space has seen new solutions from Cisco and NICE, more Benioff barbs thrown at Microsoft Copilot, and confirmation that Genesys is going public.
Here are extracts from some of our most popular news stories over the past seven days.
WebexOne 2024: Cisco Announces Slew of AI Agent Innovations for Webex Contact Center
Cisco has unveiled several fresh AI-powered innovations aimed at building on the momentum of Webex’s CCaaS offering.
Announced today at the WebexOne event in Florida, the new solutions include Webex AI Agent and AI Agent Studio
The former uses conversational intelligence to automate contact center inquiries, enabling fast and efficient issue resolution; while the latter allows contact centers to swiftly launch a voice or digital AI agent in minutes and select the AI models to assist with customer inquiries.
In addition, Webex Contact Center will also benefit from the Cisco AI Assistant, which will provide agents with context and dropped call summaries, as well as suggested responses.
In discussing the news, Jeetu Patel, Executive Vice President and Chief Product Officer of Cisco, commented:
At Cisco, we’re building AI solutions natively. We start product design with the assumption that AI is going to be in the core fabric of the product and an essential ingredient in how we reimagine customer experiences.
Patel’s comments follow news from earlier this month that Cisco had reported a 75% increase in Webex Contact Center seats in FY24, with significant growth in financial services, healthcare, and retail (Read on...).
Salesforce CEO Keeps Taking Potshots at Microsoft Copilot: Why?
Marc Benioff has once again criticized Microsoft’s Copilot.
In a post on X, the Salesforce CEO took Microsoft Copilot to task fhttps://www.cxtoday.com/crm/salesforce-ceo-keeps-taking-potshots-at-microsoft-copilot-why/or being inaccurate, “spilling data everywhere”, and requiring users to build their own custom LLMs.
In arguably the most stinging barb of all, Benioff signed off his post by claiming that “Copilot is more like Clippy 2.0,” a reference to Clippit, Microsoft’s Word and Office conversational assistant from the 1990s and early 2000s that was viewed as more of a distraction than a help.
The latest dig follows similar remarks made during a Salesforce earnings call back in August, where Benioff said that “so many customers” were “disappointed” in Microsoft Copilot.
While there has been no official response from Microsoft to Benioff’s latest low blow, after the earnings call remarks, Jared Spataro, Microsoft’s Corporate VP for AI at Work, rubbished the comments.
So, what exactly is it about the Microsoft Copilot that seems to boil Benioff’s blood? (Read on...).
