Tag: CONVERSATIONAL AI

July 8, 2024

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self-service capabilities rather than calling into a contact center, waiting on hold, […]

January 26, 2024

On No Jitter this week, analyst Blair Pleasant of COMMfusion has a roundup of What to Expect From AI in Business Communications in 2024. As you can imagine, the big picture is: Lots of potential, lots of new features coming […]

November 20, 2023

In the conversations I have with customers, channel partners, and colleagues, the subject of Artificial Intelligence almost always comes up, especially conversational AI. There are good reasons behind this. AI is perhaps the most exciting innovation to enter the market […]

November 17, 2023

So much of the conversation around Generative AI in the contact center pits agents against bots and other AI-driven features. But what if a bot turned out to be an agent’s best friend, and vice versa? That was one of […]

September 18, 2023

The Voice & AI show occurred September 6-7, 2023, in Washington, DC; No Jitter (NJ) is attending some of the conference sessions virtually. Raj Koneru, CEO and Founder of Kore.ai, held the session “How Generative and Conversational AI is Transforming […]

August 30, 2023

Welcome to No Jitter’s ongoing series, Conversations in Collaboration, in which we speak with executives and thought leaders about the key trends across the full stack of enterprise communications technologies. For this Conversation, NJ spoke with Phillip Heltewig, CEO and […]

July 31, 2023

At Avaya Engage, I had the opportunity to meet with two of Avaya’s strategic partners, two names I keep hearing about: Journey and Cognigy. Both exhibited at the Avaya Engage conference last month and presented in the analyst track. Each […]

June 9, 2023

Welcome to this week’s No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week NJR highlights the generative AI-powered solutions for summarization and insight introduced by Dubber and Glean, as well as some […]

March 28, 2023

In a first-ever tie vote, Bandwidth and Theta Lake jointly won the Overall Best of Enterprise Connect 2023 award, taking top honors for products focused on cloud communications and collaboration security respectively. In individual categories, PolyAI took home awards in […]

March 10, 2023

Communications platform provider 8×8 made several announcements today designed to bring AI-based innovation to their customers and prospects, primarily organizations with under 10,000 employees. Some of the enhancements – highlighted in the graphic – are in my CX sweet spot, […]

February 24, 2023

This lengthy Wall Street Journal article (subscription required) got a fair amount of attention last week for the picture it painted of a sometimes-fraught relationship between contact center agents and the AI-based systems they interact with in the course of […]

February 3, 2023

These days, the internet is abuzz over ChatGPT. The technology is a text-based artificial intelligence (AI) tool developed by OpenAI and designed for use in chatbots and conversational systems. The power of this technology lies in its ability to understand […]

September 7, 2022

In an effort to understand what today’s business decision-makers are thinking about regarding customer service, contact center technologies, employee retention, and the changing contact center environment, Five9 partnered with Zogby Analytics to survey business decision-makers about the state of customer […]

July 25, 2022

On Tuesday, July 19, Microsoft introduced the Microsoft Digital Contact Center Platform during its annual partner event, Microsoft Inspire. My thoughts here are based on reading the announcement blog post and watching two Inspire sessions on the new solution. The […]

June 16, 2022

Enterprise voice communications technology company Red Box recently released Being Human: How and Why Machines are Learning the Art of Human Conversation, a study on how C-level and IT leaders feel AI has been effective in their businesses. No Jitter […]

May 20, 2022

Shortly after presenting its AI-powered conversational intelligence platform to judges at Enterprise Connect’s Innovation Showcase in March, Invoca launched a no-code integration library with new Google Analytics 4, Meta Conversions API, and Slack integrations. The company also recently announced Multi-Location […]

April 18, 2022

Welcome to the Monday, April 18, 2022, edition of the No Jitter Roll. In this edition, we share news on two cloud content management integrations, updates to the Zoom platform, and a virtual PBX option for Microsoft Teams. Zoom Update: […]

March 21, 2022

Over the past few years, it’s been fun to watch Dialpad grow into a full-stack enterprise communications provider. For those who are not familiar with Dialpad’s history, I think a little walk down memory lane is in order. Dialpad initially […]

March 4, 2022

Over 2021, Voice AI platform provider, Observe.ai added agent performance and coaching abilities to its product portfolio and debuted its Intelligent Workforce Platform as a service to automate quality assurance workflows and other customer-agent processes. The CEO of Observe.ai, Swapnil […]

February 22, 2022

Replicant, a conversational AI provider, launched its Thinking Machine voice AI platform in 2019. The Thinking Machine processes complete sentences in real-time, allowing businesses to apply the voice AI platform to various customer-service call flows. With the growing demand for […]