Zendesk launches an AI agent builder; Zoom gives its contact center a GenAI makeover; 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:
Zendesk Launches an AI Agent Builder – Zendesk’s AI Agent Builder allows customer service teams to build “AI Agents” to perform repetitive functions through natural language descriptions. This enables users to implement a variety of automations without designing complex flowcharts or decision logic. Using this system, the firm’s clients have the ability to automate most routine customer service queries, reducing the amount of time it takes to resolve callers’ concerns. From CX Today
Millions of Conversations Compromised When AI Call Center Hacked – A major call center service provider in the Middle East has lost an enormous amount of private customer data after being hacked. The interlopers accessed more than 10 million conversations between consumers, operators and AI bots. The compromised data included national ID documents, which can easily be extracted and sorted to create a powerful database of fresh, relevant information for hackers to monetize. From Tech Radar
Zoom Gives its Contact Center a GenAI Makeover – Zoom’s next-generation Virtual Agent detects multiple intent customer queries and goes through each one in a single session. This reduces the need to transfer calls to live agents unless absolutely necessary. The system also isolates occasions when customers change their intents midway through interactions and pivots to address the revisions. From CX Today
A Pair of Japanese Tech Firms Employ AI to Handle Abusive Customers – Japan’s NTT Communications’ call center support system monitors exchanges between customers and call center workers. It then displays a selection of appropriate responses when less than polite remarks from customers are detected. Meanwhile, SoftBank’s system softens customers' voices to make them sound less harsh to workers. In a time in which abusive behavior by customers has become a prevalent social issue in Japan, these developments can help call center employees maintain decorum in a nation known for its culture of hospitality. From Kyodo News
Verizon Improving its Call Center Performances With AI – The communications firm is deploying AI systems to help its call centers manage and retain transcription, routing and call handling best practices. AI is also being deployed as personal research assistants to free call center operators from recording and searching around for data. Delivering information to operators as they handle calls, the system improves productivity and elevates performances. From Fierce Network
Podcast Highlights
In our latest episode of the Next Gen Call Center podcast, Asli Uysal, VP of Enterprise Transformational Accounts at Avaya, shares a key insight: AI should enhance—not replace—the human connection in customer service. By automating routine tasks, AI allows agents to focus on meaningful interactions, ensuring that the irreplaceable value of human touchpoints remains at the forefront of customer experiences.
Don't miss out on more valuable insights from industry leaders! Watch the full episode of The Next Gen Call Center podcast to discover how AI is transforming call centers for both new and experienced agents. Click the link below to dive deeper into the conversation!
The Latest from our Blog
The Challenges of Retaining Call Center Talent in India
Several factors contribute to the high turnover in Indian call centers. Let's analyze these challenges and how call centers can overcome them.
Try Tomato.ai
Accent Translation and Noise Cancellation solutions are ready to revolutionize your call center. Request a demo today.