Salesforce CEO disparages Microsoft Copilot; Leading call center experts outline must have CCaaS features; and more
Welcome to the CX AI Newsletter where Ofer Ronen, the CEO of Tomato.ai, shares the latest generative AI news affecting customer experiences. Ofer’s current company Tomato.ai softens the accent of call center agents in real time. He previously led Contact Center AI work at Google.
Here’s the latest in generative AI and the customer experience:
Salesforce CEO Disparages Microsoft Copilot –Salesforce CEO, Mark Benioff took Microsoft Copilot to task for being inaccurate, saying, “When you look at how Copilot has been sold, it’s disappointing. It doesn’t work, it spews data all over the floor and it doesn’t deliver value to customers. I haven’t found a customer who has had transformational work with Copilot.” From Fast Company
Next Time Someone Says AI Will Replace Call Center Agents, Run - In recent years, there’s been a lot of hype about artificial intelligence (AI) revolutionizing industries and making certain jobs obsolete. One of the most frequent predictions is AI will take over call centers, automating customer service entirely and leaving human agents behind. But this narrative is far too simplistic. The reality is much more complicated, and in many cases, AI is far from ready to take over. Here’s why. - From Hackernoon
Genesys Confidentially Files for US IPO as AI Boom Drives Demand - Genesys said on Monday it has confidentially filed for an initial public offering in the United States, becoming the latest tech firm to bet on the booming AI market to attract investors. The company's cloud platform fetched over $1.6 billion in revenue in the second quarter of its fiscal year 2025, more than 35% higher than last year, driven by AI demand. From Reuters
Leading Call Center Experts Outline Must Have CCAAS Features – CCaaS portfolios are expanding quickly, with providers rushing to offer new workforce engagement management journey orchestration, and generative AI solutions. CX Today interviewed six contact center experts with this in mind to gather their thoughts on the evolution of CCaaS platforms and identify some of the must-have features. From CX Today
Call Centers Using AI to Address Customer Harassment – As customer harassment, in which customers use abusive language and make unreasonable demands of workers, is increasingly recognized as a problem, Japanese companies are using the support of AI to help reduce the burden on employees and prevent them from leaving their jobs. This is what they’re doing. From Japan News
UK Business Leaders Turning to AI to Shore Up Customer Satisfaction Numbers - The latest UK Customer Satisfaction Index report reveals a troubling downturn in service levels, with the index now at 75.8—its lowest score since 2010. While businesses grapple with this slump, artificial intelligence (AI) is emerging as a pivotal solution to reverse the trend and support economic recovery. Here’s how the technology is being deployed. From Greenbot
Our CEO, Ofer Ronen, on the All-In Podcast
We're excited to share our CEO Ofer Ronen's take on the latest discussion from the All-In Podcast!
In their recent episode, venture capitalists Chamath Palihapitiya, Jason Calacanis, and David O. Sacks explore how AI is revolutionizing call centers and agent training. Ofer adds his perspective, highlighting that AI isn't just on the horizon for call centers—it's already transforming them in significant ways.
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