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Volkswagen and Cerence Collaborate to Bring New, Generative AI-Powered Interaction to Drivers

GlobeNewswire — Tue, 09 Jan 2024 15:38:36 +0000

Cerence Inc. AI for a world in motion, and Volkswagen, one of the world’s largest automakers, announced that they are partnering to deliver a uniquely intelligent, automotive-grade ChatGPT integration to Volkswagen drivers. Volkswagen will leverage Cerence’s new, generative AI-powered Cerence Chat Pro to enable drivers and passengers to engage the in-car assistant in fun and conversational chit-chat, leveraging a multitude of sources, including ChatGPT, to provide accurate and relevant responses to nearly every query imaginable.

Cerence Chat Pro is the fastest and easiest way for automakers to integrate ChatGPT into their in-car assistant platforms with full flexibility, extensive customization, and low integration effort. Volkswagen will be the first automaker to roll out Cerence Chat Pro via cloud updates to cars already on the road, delivering immediate value to drivers as they look to leverage generative AI for productivity and entertainment while on the go. Built specifically for the in-car experience, Cerence Chat Pro will go live in current MEB and MQB evo models from VW Group brands that use the IDA voice assistant¹.

“With software at the core of the Volkswagen of the future, it’s critical that we quickly deploy meaningful innovation powered by advancements in AI,” said Thomas Ulbrich, Member of the Board of Management responsible for New Mobility at Volkswagen. “By leveraging Cerence Chat Pro, we are able to bring added value and a fun and engaging experience to our drivers with minimal integration effort and on a short development and deployment timeline, ensuring our customers are benefitting from new AI-powered conversational technology.”

“We’re proud to build on our automotive expertise and our long-term partnership with Volkswagen to continue to bring new innovation to customers, even post-vehicle purchase,” said Stefan Ortmanns, CEO, Cerence. “It was impressive to see the agility and speed of the Volkswagen team as our companies collectively sprung into action to bring this project to life, marking our shared commitment to leveraging advancements in AI to enhance the in-car user experience”

Looking toward the future, Volkswagen and Cerence will explore collaboration to design a new, large language model (LLM)-based user experience as the basis of Volkswagen’s next-generation in-car assistant. This unique user experience will combine voice and touch, allowing users to perform tasks across different applications in a single conversational thread for a safer and more joyful driving experience. The system will be built on Cerence’s first-of-its-kind, automotive-grade LLM fine-tuned with the company’s extensive automotive dataset.

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

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Sprinklr Empowers Businesses to Deploy and Scale Generative AI-powered Conversational Bots

Business Wire — Thu, 07 Dec 2023 19:18:38 +0000

Conversational AI+ simplifies bot creation for faster self-service that feels human.

Sprinklr the unified customer experience management (Unified-CXM) platform for modern enterprises, announced the launch of Conversational AI+ in Sprinklr Service. Part of Sprinklr’s Release 18.11, Conversational AI+ empowers businesses to quickly deploy and scale generative AI-powered bots that can have human-like text and voice conversations.

“Sprinklr is committed to helping our enterprise customers recognize 20-40% productivity improvements across the front office,” said Sprinklr Founder and CEO Ragy Thomas. “Our 18.11 release includes AI-powered capabilities across every product suite, including tools empowering brands to create and deploy virtual assistants that truly understand and engage with customers. We believe that Sprinklr is the fastest and most effective way for customers and prospects to get AI into a global brand’s front office.”

In fast-paced business landscape, brands are constantly seeking innovative ways to enhance customer experiences. The Sprinklr 18.11 release and Conversational AI+ address this need by providing businesses with a simple and efficient solution to build human-like intelligent bots in just three easy steps. Customers can now create a bot by simply defining the bot persona, the functions it has access to, and the skills on which it is trained.

The Sprinklr platform then creates and refines the bot using:

FAQ & Transaction Skill, which enables businesses to quickly train a bot by simply entering their website/knowledge base URL or uploading PDF documents. This feature empowers businesses to deflect FAQ volumes or automate transactions that can be done without the need for a human agent. By automating the handling of frequently asked questions and transactions, brands can improve efficiency and customer satisfaction.
Free form conversational flows, which provide a natural conversational experience to end customers. This feature eliminates the rigid decision tree-based bot workflows, which often result in a less flexible and more robotic experience for customers. By allowing for dynamic and context-specific conversations, businesses can create a more engaging and personalized interaction with their customers.
Sprinklr Guardrails, which helps assure businesses that the responses generated by the generative AI are brand compliant. This feature adds an extra layer of control and helps ensure that the virtual assistants maintain the brand’s voice and values.

“Conversational AI solutions have solidified their place among the set of software services that organizations view as critical to their ongoing digital transformation by providing self-service capabilities. There’s a huge need for innovation in this area, and it’s exciting to see Sprinklr stepping up to simplify the deployment of AI-powered bots that feel human,” said Lou Reinemann, Research Director, Voice of the Customer and Experience Management at IDC.

These features significantly reduce deployment times, allowing brands to go-to-market quickly with conversational bots for use cases like helping improve self-serve rates by empowering customers to solve their issues using a conversational interface, boosting sales through automated product recommendations, reducing costs on the voice channel by leveraging conversational AI-powered voice bots with in-house ASR capabilities, and many more.

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By streamlining the bot creation process, businesses can save time and resources while delivering exceptional customer experiences. Conversational AI+ marks a significant milestone in the evolution of AI-powered conversational bots. With its user-friendly interface, advanced capabilities, and focus on enhancing customer experiences, Conversational AI+ can help businesses transform their customer interactions and drive customer satisfaction to new heights.

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

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Genesys Named Leader in IDC MarketScape for Conversational AI Software

PRNewswire — Tue, 05 Dec 2023 10:07:15 +0000

Genesys recognized as a worldwide leader for general-purpose conversational AI

Genesys, a global cloud leader in AI-powered experience orchestration,was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment. The global market intelligence firm recognized the strength of Genesys AI for its extensive conversational and generative capabilities, which help organizations transform customer and employee experiences.

“Genesys is consistently delivering AI innovations and deepening the native capabilities within our experience orchestration platform, Genesys Cloud”

“Genesys is consistently delivering AI innovations and deepening the native capabilities within our experience orchestration platform, Genesys Cloud,” said Olivier Jouve, executive vice president and chief product officer at Genesys. “We believe worldwide recognition from the IDC MarketScape validates the strength of our strategic roadmap focused on accelerating the delivery of conversational, predictive and generative AI solutions to help every brand drive loyalty and business outcomes through superior customer and employee experiences.”

Customer demand for the company’s capabilities has risen with the number of organizations deploying three or more native Genesys AI solutions increasing more than 8X year-over-year in the second quarter of its fiscal year 2024 (May 1–July 31, 2023) alone.

According to the IDC MarketScape report, “Genesys provides a broad range of conversational AI and other features for customer support, workforce engagement, sales and marketing. Over the past few years, it has also been steadily acquiring and building AI capabilities that are now embedded across its platform.”

The IDC MarketScape report¹ also noted organizations should “consider Genesys if you are looking for a cloud-based enterprise conversational AI platform that works across the customer and employee experience to provide features such as agent assist, self-service question answering, automated outreach and predictive call routing.”

The IDC MarketScape measures success across two categories: capabilities and strategies. A vendor’s position reflects its current capabilities, menu of services, how well those services are aligned to customer needs and how well a vendor’s strategy aligns with what customers will require in three to five years.

The report¹ highlighted additional key strengths for Genesys, including the company’s strong partner network. IDC MarketScape stated, “Genesys has a large network of integration, implementation and sales partners that help it support a wide variety of organizations.”

“Over the past few years, Genesys has been delivering on its commitment to infuse AI throughout its contact center as a service offerings — building, acquiring, and incorporating new AI-powered features into a single framework with Genesys Cloud,” said Hayley Sutherland, research manager, conversational AI & knowledge discovery at IDC. “With a focus on features that can enhance ease of use, improve efficiency and increase both customer and employee satisfaction, Genesys is helping customers to quickly gain return on investment from conversational AI and is well-positioned to take advantage of the latest advances in generative AI and large language models.”

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

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Gamesquare’s Stream Hatchet Reports Live-Streaming During Q3 2023 Matched COVID-19 Viewership

AIT News Desk — Fri, 03 Nov 2023 18:36:18 +0000

7.6 Billion Hours of Live-Streaming Watched Across All Platforms During Q3 2023, With Twitch Leading the Charge in Top Viewership

Stream Hatchet, a streaming analytics and business intelligence platform and wholly-owned subsidiary of GameSquare Holdings (“GameSquare”, or the “Company”), has published its esports Live-Streaming Trends Report for Q3 2023.

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Stream Hatchet’s latest report offers an in-depth analysis culminating the biggest trends, stories, and insights from the live-streaming and video games industry. As one of the top sources in entertainment and a go-to resource for media, Stream Hatchet works with a consortium of industry-leading analysts and business leaders to provide expert insight on identifying key trends and projections for the future of gaming and esports.

Key takeaways from the Q3 report include:

Q3 2023 generated 7.6 billion hours watched across all platforms. Streaming numbers seem to be stabilizing, and hours watched are almost the same as they were in Q3 2020 at the height of the pandemic, and still 90% greater than the same time in 2019.

Twitch has attracted 53% of the esports audience this quarter, while YouTube Gaming attracted 40% with 12 million additional hours watched this quarter, and the remaining 7% of the total was seen on other platforms, including Facebook, AfreecaTV and Kick all with similar market shares.
The new platform Kick generated 263 million hours watched, 15 and 30 million more than AfreecaTV and Facebook respectively.
Facebook Live viewership has declined by 39% and is now only the 5th most popular platform, behind both Kick and AfreecaTV.
The most-watched category on both Twitch and Kick is the non-gaming category, Just Chatting.

Creator-driven events continue to post extraordinary numbers; ibai’s third edition of La Velada del Año generated 34.1M hours watched (almost 5x the first edition in 2021), and Squeezie’s Formula 4 creator event helped put him on the top creators list by average viewers for the quarter.

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Stream Hatchet’s unparalleled insights and endless research capabilities offer a wealth of information to our industry on a global scale. Their latest research output continues to validate the major market opportunity available in esports live-streaming, with nearly eight billion hours watched this quarter,” said Justin Kenna, CEO of GameSquare.

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

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NHN Cloud Selects Dell Technologies to Power South Korea’s AI Data Center

AIT News Desk — Fri, 03 Nov 2023 17:00:07 +0000

Dell PowerEdge XE9680 servers deliver core infrastructure for NHN Cloud’s Artificial Intelligence Data Center in Gwangju, South Korea

NHN Cloud, a leading cloud service provider in South Korea, has selected Dell Technologies to provide the infrastructure for its new AI and high performance computing (HPC) facility.

The Gwangju AI data center will provide the compute needed for NHN Cloud customers running AI and HPC projects. The Dell-powered infrastructure will also run national AI research and development AI research and development projects in South Korea through an agreement with Gwangju Metropolitan City, South Korea and South Korea’s Artificial Intelligence Industry Cluster Agency.

“Reliable infrastructure is key for making AI work,” said Donghoon Kim, chief executive officer, NHN Cloud. “We are seeing substantial demand from the public and private sectors for computing resources to support AI. With industry-leading cloud services and powerful infrastructure solutions from Dell Technologies, we’re able to deliver a robust platform to our customers researching and using AI.”

NHN Cloud’s new data center will use Dell PowerEdge XE9680 servers, each equipped with eight NVIDIA H100 Tensor Core GPUs and offering lower operating costs for NHN Cloud along with a more efficient environmental footprint. Based on average power usage effectiveness (PUE) ratings among South Korea data centers, the new facility will be more energy efficient than average data centers in the country[i]. The data center will also be the first NVIDIA H100 GPU-based data center designed specifically for AI and HPC workloads in South Korea.

“AI is becoming one of the most important tools for organizations of all types and sizes,” said Kevin Kim, senior vice president and managing director, Korea, Dell Technologies. “Through our collaboration, we will continue to help public and private organizations unlock the power of AI.”

The cloud service provider will use Dell ProSupport for Infrastructure services to get the maximum uptime from its new PowerEdge XE9680 servers[ii]. ProSupport offers a combination of IT expertise, proactive issue detection with automated case creation, and insights through AIOps tools, including CloudIQ, which proactively monitors the health of Dell IT infrastructure using machine learning, to support the new servers.

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

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Operators Are Opening Up 5G Networks to Application Developers to Drive Innovation

AIT News Desk — Mon, 27 Feb 2023 10:23:44 +0000

Operators are opening up 5G networks to application developers to drive innovation

Orange, Telefonica, and Vodafone, in collaboration with Ericsson and Vonage are demonstrating how advanced mobile network functionality can be exposed and made easily consumable by the global developer community. View the highlights of the collaboration in this video.

The collaboration at Mobile World Congress is deployed in the live networks of Orange, Telefónica, and Vodafone in Spain. The demonstration shows how the telco industry is working with aggregators like Ericsson-Vonage to expose new network capabilities to application developers enabling high-definition interactive video in gaming and productivity applications for mobile devices.

The exposure of advanced 5G functionality through common application programming interfaces (APIs) will enable operators to leverage new ways to monetize 5G and to quickly deliver new services on a global scale with speed. Expansion of the quality of service on demand (QoD) API services to other markets leveraging exposure is also demonstrated in the collaboration. The ambition is for all three operators to use the same QoD API, defined, developed and documented in CAMARA, the open source project driven by Linux Foundation in collaboration with GSMA, which is available for all operators to implement thereby maximizing the potential benefits for the developer community.

Exposing telco capabilities in an open, intuitive, and programmable way via open global APIs will enable developer communities to innovate new applications and features for any device that benefits from connection to the network. All three telco operators are developing their own roadmaps incorporating common service APIs to be made available to developers.

The demonstration at Mobile World Congress features adoption of common APIs across different operators’ networks under the framework of the GSMA Open Gateway initiative. This will make it easier for developers to create innovative services utilizing advanced network capabilities such as quality of service, enhanced security, user authentication, or network information such as device information or predictive coverage. These capabilities are core components of the network that have so far not yet been exposed in a unified and easy consumable way to the global developer community.

Laurent Leboucher, Orange Group CTO and SVP Orange Innovation Networks, says: “We at Orange are excited to showcase with our peers the first CAMARA live network APIs for new innovative enterprise or consumer services. Having open network APIs from different operators which are harmonized and accessible from one place removes friction for software developers and unleashes innovation and creativity for many use cases. Working with open network APIs creates a virtuous circle of continual feedback, resulting in the constant improvement and development of new innovative features. Orange has been active for many years encouraging and supporting the development and exposure of APIs, notably through the Orange Developer Portal. The benefits are numerous, with a wide range of APIs enabling developers to co-innovate and develop their business.”

Enrique Blanco, Global CTIO, Telefonica S.A., says: “The showcase that we are jointly bringing to MWC with other major European operators and Ericsson is a very relevant step to lay the foundations for a new business model based on the progress of opening up the functionalities of the new network generations to application developers. It is an industry move, hand in hand with the GSMA through the GSMA Open Gateway initiative, a true catalyst for highly demanding network capability services such as immersive communications, web3 and metaverse related services. The need to provide these premium services perfectly tailored to comply with the needs of business and consumer customers cannot be envisaged in any other way than under a framework based on interoperability. That also means relying in the provision of common, simplify APIs through CAMARA, available to developer communities through the major marketplaces. The telco industry is starting on a path today that presents challenges, but also many opportunities not only for itself, but for society, so it is the right way forward.”

Santiago Tenorio, Director of Vodafone Network Architecture, says: “Today’s mobile networks have vast capabilities that go well beyond basic connectivity. Open network APIs that harness the power and scale of our network are an opportunity for true innovation. Vodafone is providing its product creators and software engineers, as well as third-party developers and businesses outside Vodafone, with access to these new software-driven capabilities to create significant new services. Whether it is helping banks detect unusual transactions, enabling safer flight paths for emergency drones or prolonging the battery life of smartphones, innovation is returning to the network.”

Erik Ekudden, CTO & SVP Ericsson, says: “We are excited to be part of this collaboration and demo integrated in the live network, which links the mobile network world with the global developer community. This is a paradigm shift that will put network functionality at the center of an enterprise digital transformation. This will allow mobile operators to monetize 5G by exposing advanced network capabilities via easy-to-use APIs. With 5G, we have an innovation platform, unlike anything we’ve seen before, which together with the Vonage Communications Platform will create a global network platform capable of supporting operators in their growth ambitions.”

“Cloud gaming is the perfect showcase to demonstrate the potential of Open Network APIs. Standardized across operators, simple to use and predictable cost wise, they empower application developers to take control of the network QoS,” says Olivier Avaro, CEO of Blacknut. “With 600+ premium titles playable from the cloud, Blacknut does not only require a solid cloud streaming stack, we also need an efficient network with the right bandwidth, latency and jitter parameters. Open Network APIs give us the opportunity to control the end-to-end user experience and deliver a consistent, stable, and superior gaming experience, even on the go”.

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Velchamy Sankarlingam, President of Product and Engineering at Zoom, says: “We are excited to join forces with Ericsson and global mobile service providers at Mobile World Congress 2023 to demonstrate the seamless and high quality delivery for Zoom Meeting users on the go, taking advantage of Ericsson’s QoD Open APIs to tap into the benefits of 5G mobile networks.”

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

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