Acquisition deepens company’s commitment to leading the future of AI-powered customer experience (CX) with new and transformative quality management capabilities

Zendesk announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization’s efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty.

“As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations,” said Adrian McDermott, chief technology officer, Zendesk. “The combination of Zendesk AI and Klaus’ capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service.”

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“Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, CEO and founder, Klaus. “QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale.”

With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human and digital agent performance is crucial to maintaining quality control and providing best-in-class customer service. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus’ AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by digital agents or outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.

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WEM is a critical capability for  customer service leaders. The acquisition of Klaus will be the latest addition to the company’s existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.

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Zuper, a leading solutions provider to scale and modernize fast-growing businesses with field operations, announced an integration with Freshworks Inc. in the Freshworks Marketplace to enhance customer relationships and experiences for businesses field service teams. Zuper will integrate directly with Freshdesk to allow for seamless data flow and sharing without the need to switch platforms.

The Freshworks Marketplace, powered by the Freshworks Neo platform, allows companies and developers to easily build and publish apps that integrate with the Freshworks suite of products to aid in customer and employee delight. With the integration now available on the Freshworks Marketplace, businesses using Freshworks will be able to take advantage of Zuper for their field service teams by modernizing operations, experiences, and bookings with increased operational efficiency. Zuper provides the most flexible, customizable, and scalable solution and integration with the industry’s leading customer support software.

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“At Freshworks, we are empowering businesses with the Freshworks Neo platform and enabling them to build integrations that help them scale their customer and employee experiences,” said Doug Farber, Senior VP of Channels and Alliances at Freshworks. “Our partnership with Zuper gives Freshdesk customers the ability to expand their support capabilities to best meet the needs of users out in the field delighting their customers.”

For fast-growing businesses with field service operations looking to empower their teams to operate efficiently and offer exceptional customer service at scale, Zuper’s integration with Freshworks streamlines workflows and business processes. It also makes it easier to communicate with customers. Specific capabilities of the integration include:

• Create work orders and service appointments on the go.
• Dispatch the right field technicians for each individual job.
• Monitor performance in the field.
• Provide field technicians with a 360-degree view of the customer and their needs.

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“Consistently delighting customers with exceptional service is the key to outperforming competitors today,” said Anand Subbaraj, CEO of Zuper. “At Zuper, we work to provide solutions that help businesses with field service teams achieve this goal, and the integration with Freshworks will provide greater visibility into customer interactions and data, leading to more streamlined care and support.”

[To share your insights with us, please write to sghosh@martechseries.com]

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IPFone Unveils The ChatGPT-Enabled ‘IPFoneMate’ for Enhanced Webex Interactions

IPFone a pioneer in cloud communication services, is excited to announce the launch of “IPFoneMate,” the first Webex bot fully integrated with OpenAI’s ChatGPT. This groundbreaking tool leverages OpenAI’s ChatGPT technology, tailor-made to support organizations of various sizes in managing essential customer support, troubleshooting, and training tasks. IPFoneMate sets a new benchmark in customer service quality and significantly improves the customer experience.

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The OpenAI/ChatGPT bot is specifically customized for each business or industry, drawing on the company’s own resources such as learning centers, manuals, presentations, sales collateral, and other relevant documentation.

Key Applications:

• Customer Support: Equipped to deliver prompt and accurate responses to customer queries, the bot ensures high-quality and efficient customer service.
• Advanced Troubleshooting: IPFoneMate adeptly identifies and addresses common issues, providing detailed guidance and support.
• Employee Training: The bot offers comprehensive training on the latest products and services tailored to specific industries or companies.

“Integrating AI-driven solutions like ChatGPT with Webex can provide businesses with a significant competitive advantage. This integration enhances communication and support for customers and clients, particularly by offering instantaneous responses to inquiries, thereby significantly enhancing the customer experience,” stated Damian Chmielewski, CEO of IPFone.

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The introduction of IPFoneMate is a testament to IPFone’s ongoing commitment to innovation in cloud communications. This includes services such as UCaaS, Webex, Contact Center, Internet, SD-WAN, and more. With over 25 years of industry experience, IPFone continues to lead in offering advanced solutions to meet contemporary business challenges.

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 [To share your insights with us, please write to sghosh@martechseries.com] 

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New Cogito survey finds 46% of consumers prefer to speak to a human agent, but are comfortable with AI-assisted human interactions

Cogito, the leader in real-time AI coaching and guidance for the enterprise, announced survey results that reveal insights into how consumers prefer to interact with human agents and artificial intelligence (AI) technologies to manage their customer service issues. Focusing on support issues related to the Black Friday and Cyber Monday shopping weekend, the new report confirms the need for companies to balance AI and automation capabilities with human interactions to deliver strong customer experiences (CX).

For most consumers, it’s not a question of if they will reach out to customer support channels, it’s a matter of when, where, and how. More than half (53%) of consumers stated they prefer to chat with a live agent via the telephone when it comes to complex customer service questions or issues, while only 17% would prefer to use technology like live chat via a website or mobile app.

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When it comes to interacting with AI for customer service inquiries, nearly half (46%) of consumers surveyed would prefer to speak to a real human but feel comfortable if the agent is using AI in the background to improve the interaction. This data confirms that, while enterprises who don’t take advantage of AI are leaving opportunities and revenue on the table, it’s important to implement the technology strategically. The goal is not to replace agents but rather, empower and inform them with tools and data insights to improve customer service interactions.

“We are increasingly learning from our customers that 2024 will be about consolidating costs and driving revenue. The first effort to do so is to augment, rather than replace, the agent’s role by integrating AI into existing workflows,” said Josh Feast, CEO and co-founder of Cogito. “It’s validating to see consumers agree with this notion — wanting to keep the human touch in the contact center but with the agent using technology to ensure they’re delivering the best service and CX possible.”

The stakes to get the CX right are high, with 76% of consumers surveyed stating a negative customer service experience would impact them choosing a brand’s products/services in the future, with 61% saying they’d consider other brands first, and 15% saying they’d never be a customer again. As AI continues to revolutionize contact center operations, it’s important to balance the human and AI approach to better meet these high customer expectations.

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Customer Preferences: Humans and Technology
The immediate future of the contact center is not robots, but AI-assisted human interactions. When implemented effectively, these interactions create a win-win-win situation. Customers receive the benefit of a more informed agent to resolve issues faster; agents are empowered to be more effective in their jobs leading to less turnover and better employee experiences; and lastly, enterprises win with reduced operating costs, improved productivity, and lower customer and employee attrition rates. Contact center leaders should keep these consumer insights in mind to fully understand how customers prefer to engage with humans and technology, and how AI can be used to bolster agent-customer interactions.

• Nearly half (49%) of consumers surveyed don’t enjoy using chatbots during the customer experience, because they’d prefer to talk to a human or don’t feel they’d understand their inquiry. This is an opportunity for brands to test how technology can elevate and assist humans, not replace them.
  • Boomers are the group who least prefer chatbots, with 70% stating they don’t enjoy using them.
  • Millennials prefer chatbots the most, with 67% stating they enjoy, or are interested in, using them.
• More than half (55%) of consumers stated having their issues resolved faster via reduced wait times, quicker responses, etc. would improve their next customer experience.
• Over a quarter (32%) of consumers surveyed stated having a more personalized experience, where it feels like the agent knows them, would improve their next customer experience.
• Half (50%) of consumers surveyed stated having additional ways to contact customer service, such as live chat, would improve their next customer experience.
• Only 50% of respondents were satisfied with the wait or hold time in their most recent customer service experience.
  • Nearly 3-in-4 (69%) were satisfied with the friendliness/helpfulness of the agent who assisted them.

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Regardless of brand or industry, every customer interaction is critical to an organization’s bottom line. Contact center leaders need to ensure they have the tools and technologies in place to meet and exceed expectations. While it can be daunting, it often doesn’t require a complete overhaul of contact center operations but rather, looking for incremental opportunities to integrate AI capabilities into existing workflows. For example, by integrating powerful Emotion AI and Conversation AI, agents can receive real-time guidance to improve their performance, while still prioritizing the human touch for a better overall customer experience.

[To share your insights with us, please write to sghosh@martechseries.com]

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• CommBox enables companies to solve an average of 57% of inquiries automatically, and organisations will now be able to deliver contextual, perceptive responses even faster.

• CommBox can deliver a dramatic 40% reduction in customer service costs, as repetitive inquiries are automated and agent productivity is doubled.

• CommBox customers see an average customer satisfaction rate of 92% across automated and live agent supported engagements.

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models. Era AI’s functionality scans enterprise knowledge sources and, in just seconds, provides customers with accurate, highly personalised information through the digital messaging channel of their choice.

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“It may seem simple on paper, but going from solely reliant on humans to 80% automation and 20% human is a huge transformation the majority of brands are still trying to navigate.”

Era AI delivers customer service automation, reduces costs for organisations, and dramatically increases the speed and accuracy of enquiry handling. It does this all while increasing customer satisfaction, with CommBox customers seeing a 92% customer satisfaction rate on average. Central to this is Era AI’s ability to analyse a brand’s entire resource base, such as support articles, help and knowledge centres, and website content. It then couples these datasets with a contextual decision path technology that is reflective of how conversations between humans take place.

Era AI also empowers anyone to build intelligent AI-powered chatbots with no coding expertise and its robust capabilities allow for advanced customisation to fit any and all business needs. For example, the platform’s advanced sentiment analysis enables it to reroute calls when necessary, and identify intent to provide end users with a conversational-like experience. The platform can also standardise the manner and tone of written responses in line with brand guidelines, ensuring a consistent customer experience. This is a huge driver of efficiency, leading to a 75% decrease in time taken to onboard agents for businesses.

Era AI also plays a key role in assisting customer service agents, using real-time information to offer personalised recommendations and solutions, enabling them to solve customer queries more effectively. This frees up agents to spend time on tasks that need a human touch, and businesses using CommBox typically see agent productivity double. Era AI delivers for brands that are seeking to reduce call workload and increase revenue by offering customers 24/7 digital channel availability and self-service options, contributing to an overall 40% reduction in customer service costs.

Yaniv Hakim, CEO and co-founder of CommBox, had this to say on the launch: “In the modern business landscape, expensive contact centre models and ineffective chatbots are relics of the past. I’ve seen firsthand how these outdated legacy systems leave customers frustrated and hinder business growth. That’s why we’ve developed Era AI, a revolutionary solution that empowers brands to modernise their customer engagement strategies and unlock the untapped potential of artificial intelligence. Era AI is the key to delivering seamless, personalised, and delightful customer experiences that drive lasting customer loyalty.”

“2024 will be a transformative year for customer service, as businesses are finally able to easily integrate AI to drive huge savings across their customer operations,” adds Dvir Hoffman, Chief Product Officer at CommBox. “It may seem simple on paper, but going from solely reliant on humans to 80% automation and 20% human is a huge transformation the majority of brands are still trying to navigate.”

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“With Era AI, our goal was to help enterprise brands – no matter how complex – to accelerate the move to AI-based automated services, and fundamentally shift how they communicate with their users. This means going beyond simply wrapping new AI models around an existing bot solution to make it a bit smarter, but still disconnected from other systems. It means building a platform connected to a variety of different business flows, ensuring an intuitive and consistent customer journey.”

CommBox offers brands AI on their own terms, with its innovative technology combining with years of industry experience to seamlessly bring brands into the era of automation and intelligent customer service. Deployed by more than 350 global brands such as IKEA, Clarks, AIG, and Suzuki, CommBox has a proven track record of helping leading traditional industries to transform from using legacy customer communications to autonomous, digital solutions.

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The new Silicon Valley office is set to become a hub of innovation and customer engagement

Wearable Devices Ltd. a technology growth company specializing in artificial intelligence (“AI”)-powered touchless sensing wearables, has announced a strategic expansion in North America with the establishment of a new U.S. office in Redwood City, California. This significant move is set to amplify the Company’s presence and foster stronger relationships with partners in the rapidly growing wearables market.

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Located in the heart of Silicon Valley, this new office positions Wearable Devices to deeply engage with the vibrant tech community and respond swiftly to the dynamic needs of North American customers. “Our expansion into Silicon Valley is a game-changer,” says Asher Dahan, Chief Executive Officer of Wearable Devices. “It’s more than just about geographical presence; it’s about being at the epicenter of technology and innovation. This move aligns perfectly with our mission to revolutionize how people interact with technology.”

Shmuel Barel, Chief Marketing Officer of Wearable Devices and newly appointed General Manager of Mudra Wearable Inc., a subsidiary of Wearable Devices, adds, “We’re opening doors to new opportunities and collaborations. Our presence in North America will allow us to better understand and cater to the unique demands of this market.”

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The new office heralds a new phase of growth and innovation for Wearable Devices, particularly for its Mudra Band, the award-winning consumer product. This expansion is a testament to the Company’s commitment to setting new standards in customer service and enhancing relations with business partners across the continent.

[To share your insights with us, please write to sghosh@martechseries.com]

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 Report from leading independent research firm acknowledges LivePerson’s AI and automation capabilities for customer service

LivePerson the global leader in enterprise conversations, has been named among Notable Vendors in Forrester’s new report, “The Conversational AI for Customer Service Landscape, Q4 2023.”

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The report provides an overview of how conversational AI for customer service can improve customer and agent experiences, as well as reduce costs. It also details how to explore vendors in the space and understand the value generated from partnering with them.

According to the Forrester report, “the cost of labor dominates contact center budgets” — with an average interaction with a customer service agent at a B2C company costing approximately $7 — while a self-service interaction costs “just pennies.”

LivePerson was also recently recognized in Forrester’s “How Generative AI Will Transform CRM” September 2023 report, which mentioned how the company’s AI and automation capabilities have improved business outcomes for a client: “By using LivePerson’s LLM-powered conversation summary widget across 25 agents, a top 10 US credit union improved the time to first response by 25% and average response time by 20%.” In addition, LivePerson was named among Notable Vendors in Forrester’s report, “The Conversation Intelligence for Customer Service Landscape, Q2 2023.”

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“Forrester’s new report makes it clear to us: deploying conversational AI requires close partnership with a vendor you can trust,” said Ravi Chittari, Chief Innovation Officer at LivePerson. “As a long-time leader in the space that has improved outcomes for hundreds of the world’s top brands, we’re proud to be named among the Notable Vendors in the Conversational AI for Customer Service Landscape report.”

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[To share your insights with us, please write to sghosh@martechseries.com]

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Americans expect AI to usher in 24/7 support, no wait times, and human-free help as an option when preferred

More than half of Americans (52.4%) are optimistic about the future of customer service, anticipating improvements brought about by the integration of artificial intelligence (AI), according to a recent survey commissioned by global cloud communications platform Infobip. In fact, despite the dire predictions of AI-driven doom, most Americans are feeling pretty good about AI. The survey results reveal that the introduction of AI is expected to lead to 24/7 support, eliminate wait times, and provide a human-free option for those who prefer it.

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“While chatbots are growing in popularity, the data shows that human interaction remains a key preference for most customers, with more almost 90% of Americans (89.4%) still preferring to speak to a real human when seeking customer service”

The data from this survey aligns with Infobip’s mission to eliminate pain points and streamline consumer experiences through AI adoption. As a global cloud communications platform, Infobip empowers businesses to create connected experiences throughout the entire customer journey. By offering omnichannel engagement, identity, user authentication, and contact center solutions, Infobip helps businesses overcome the complexities of consumer communications, fostering loyalty and driving business growth.

Key survey takeaways and statistics include:

Positive Future Outlook: While 40.4% of Americans believe that AI-driven customer service has made their experiences worse, the prospect of future AI-backed services is perceived positively. Over 50% (52.4%) believe that customer service will improve in the future, anticipating benefits like 24/7 support (34.7%), no wait times (19.5%), and a reduction in phone call communication.

AI Advancements: Despite AI-based customer service applications being relatively new, there is a notable increase in consumer trust as the technology rapidly improves.

Gender Neutrality: Chatbot gender does not significantly impact consumer perceptions, with 70.5% confirming that they don’t consider the gender of the chatbot. Nonetheless, among those who have a preference, male chatbots are viewed as more trustworthy (56%).

Intimate Innovation: An intriguing finding is that 18.2% of Americans have formed friendships with chatbots, while 19.5% have admitted to flirting with them. Additionally, 5% of respondents who hadn’t flirted with a chatbot expressed their willingness to do so, while 11.2% were uncertain.

In Chatbots We (Don’t Completely) Trust: A majority (71.2%) of Americans are still not entirely trusting of AI-driven chatbot responses. However, more than 50% of respondents are no longer certain whether they are interacting with an AI bot or a real human. So there is still plenty of room for growth.

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“While chatbots are growing in popularity, the data shows that human interaction remains a key preference for most customers, with more almost 90% of Americans (89.4%) still preferring to speak to a real human when seeking customer service,” said Infobip Chief Business Officer, Ivan Ostojić. “Infobip’s omnichannel voice full-stack offering strikes a balance by incorporating automation for effectiveness and leveling up to human customer service based on customer preference. This dual approach adds significant value, offering a more personalized touch and enhancing the overall depth and richness of our omnichannel strategy.”

While the survey results are a snapshot of sentiment, Infobip, which shuttles hundreds of billions of messages through its platform each year, reaching more than 70% of mobile phones across the globe, is at the forefront of AI adoption in the customer service sector. A pioneer in conversational commerce and AI-powered chatbots, the company has long been committed to leveraging AI-powered tools to enhance customer engagement, build loyalty, and drive business growth. The survey results underline the evolving landscape of customer service in the digital age, with Americans embracing the potential that AI brings for more efficient and personalized support.

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[To share your insights with us, please write to sghosh@martechseries.com]

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 STELLA Automotive AI has completed an intelligent read-write integration with myKaarma that allows STELLA to operate seamlessly within the dealership’s fixed ops platform.  Stella manages data input and operational processes just like a seasoned service advisor utilizing conversational AI. This empowers dealerships with the myKaarma product to provide an elevated level of customer service and operational efficiency, benefitting both customers and dealers alike.

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Rich Sands, CEO of STELLA Automotive AI, shared his enthusiasm for the integration: “We are incredibly proud of the collaboration between our two companies.  Working with myKaarma has been a great experience, and we have accomplished AI capabilities that make STELLA perform in a context-aware fashion.  The customer experience is smart, and dealers can configure the product to best meet their needs.”

“This integration leverages myKaarma’s advanced appointment booking features, managing customer maintenance and repair services, advisor scheduling, transportation options, and other crucial aspects of the booking process,” said Ujj Nath, CEO of myKaarma.  “STELLA’s AI-powered digital voice assistant addresses a fundamental challenge faced by dealers – the phone.  This integration is one more way we are providing exceptional interactions and added value to both dealers and customers alike.”

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STELLA Service Booking, an AI Digital Voice Assistant (DVA), promptly answers every inbound call on the first ring, 24/7, completely eliminating hold times.  This streamlined approach empowers customers to conveniently schedule appointments, reducing the booking process to under two minutes.  Dealerships now possess essential tools to streamline communication, enhance customer service, and optimize operational efficiency, ensuring a more efficient and enjoyable experience for everyone involved.

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[To share your insights with us, please write to sghosh@martechseries.com]

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