AI driven Customer Support Archives - Telecom Reseller / Technology Reseller News

“I wanted a to-do list that would do itself.” In this Technology Reseller News podcast, Jon Cheney, founder of the General AI Proficiency Institute, discusses how GenAIPI is helping organizations move from experimenting with AI to actually putting it to work across the business. Cheney says GenAIPI began as an AI training and advisory company after he saw how many successful businesses were still struggling to understand practical AI adoption. That work eventually led to GENA, the company’s enterprise AI platform. GENA stands for Generative Execution Neural Architecture. Cheney describes it as a central AI brain that connects with the applications a company already uses, including email, CRM, collaboration, finance and project-management platforms. The platform supports roughly 1,500 integrations and can work across systems such as Google Workspace, Slack, HubSpot, QuickBooks, Microsoft tools and others. Rather than simply answering questions, GENA is designed to take action. It can create and assign tasks, draft and send communications, work with company data, participate in meetings, identify follow-up items and execute authorized workflows. “The more you use GENA, the more valuable it becomes,” Cheney says. A major focus is enterprise governance. Companies can define exactly which employees can access particular systems, information and AI capabilities. An entry-level employee, for example, would not be able to access board meeting information simply because the AI has access to it. That makes GENA particularly relevant for MSPs and technology partners helping customers bring AI into complex existing environments. For Cheney, the opportunity is not limited to one vertical. Construction companies have been strong early adopters, but GenAIPI is also working with companies across professional services, healthcare, security and other industries. The larger goal is to make AI useful without requiring every employee to become an AI expert. Cheney also argues that AI should augment people rather than eliminate the human element. “People are still going to win,” he says. “AI can do a lot, but it can’t feel.” Visit GenAIPI.org to learn more. The post GenAIPI Builds an Enterprise AI Brain That Can Actually Do the Work, Podcast appeared first on Telecom Reseller / Technology Reseller News.

“The physical and the virtual can come together to deliver a consistent experience across everything the enterprise does.” In this Technology Reseller News podcast, Doug Green speaks with Tony Lama, Senior Vice President and General Manager of Avaya Software, about how Avaya is extending customer experience beyond the traditional contact center. The discussion focuses on Avaya’s work with avatarin, whose AI-powered robots can be deployed in airports, retail locations and other physical environments. Using Avaya Infinity, organizations can connect those interactions with virtual assistants, contact center agents and back-office teams. The goal is to preserve context as customers move between physical, digital and human interactions. A robot may handle a routine request, for example, before seamlessly transferring a more complex or sensitive issue to a live person. “We are not in the world of building robots,” Lama says. “We are building platforms that can be used for enterprise-wide orchestration.” Lama also explains Avaya’s open approach to AI. Rather than locking customers into a single AI provider, Infinity allows enterprises and partners to connect their preferred models, applications and data platforms. The platform can be deployed in the cloud, on premises or in a hybrid environment, giving organizations a path to modernization without sacrificing security, data sovereignty or existing Avaya investments. For enterprises, MSPs and channel partners, Avaya’s message is clear: start with the customer experience, then connect the technologies needed to deliver it. Listen to the podcast to learn more about Avaya Infinity, physical AI, agentic AI and enterprise customer-experience orchestration. Learn more at Avaya.com. The post Avaya Connects Physical AI, Digital Channels and Human Care, Podcast appeared first on Telecom Reseller / Technology Reseller News.

The Pulver’s 25 Cent Solution, Enterprise Connect Podcast, The key to successful deployment for AI in a company is one word, discernment. “It’s 40 years old, 40 years old, has not necessarily been tried out in this capacity yet. But imagine that before you initiate a call to call someone, you paid something. $0.25,” asks Jeff Pulver. In this Live podcast recorded at Enterprise Connect, Pulver looks at an old solution to a growing problem. People aren’t answering the phone. Everyone now has a phone. Everyone has a phone almost everywhere they go. But no one is answering the phone because calls can’t be trusted. Can charging strangers a simple 25 cents (or some sort of fee) be the spam speed bump the industry has been looking for? Discernment “The key to successful deployment for AI in a company is one word, discernment,” declares Pulver. “I mean, the key to successful deployment for AI in a company is one word, discernment. If you learn how to discern and you understand, if you’re the person running the company or running the department and your boss says, well, you must be using AI tools now, it really doesn’t matter so much whose platforms you’re using. But what does matter is the people whose hands you give the tools to, that they understand the problems being asked.” Visit www.jeffpulver.com More Jeff Pulver The post The Pulver’s 25 Cent Solution, Enterprise Connect Podcast appeared first on Telecom Reseller / Technology Reseller News.

Role AI plays in the contact centers and why human involvement is critical, Cisco looks to AI to improve EX, cut agent churn by improving human involvement “The concern has been ‘Will AI replace my job?’,” Lorrissa Horton, SVP/GM and Chief Product Officer and Collaboration at Cisco. Horton recognizes that this might occur where the agent is still doing the simplest tasks. “The reality is that where we see the human value is where it’s not simple Q&A but actually these complex tasks and the complex conversations that require empathy, that require knowing the concern that your customer has and that where it will be handled very differently than a virtual agent.” “I think we will see agents turn into, basically, knowledge workers.” Horton sees AI as freeing agent time from some of the repetitive tasks that take their toll on mental health and morale. She sees a future for agents as holding a more stimulating, rewarding, and interesting workload: from task work to answer seeking. Even the metrics will change, from handle time to customer satisfaction. It has been the year that AI broke into the popular imagination as the next great disruptive force, fear over job loss and human displacement has often outpaced optimism over a newfound tool to remedy problems. In this podcast Horton a fresh take. As we discuss the role AI plays in the contact center, Horton makes the case that AI can help improve employee experience, as AI is deployed to manage the simpler bits of customer traffic. Expanding on Cisco’s vision of the new contact center, that was presented at Cisco Live 2023, Horton offers a vision of very different environment than what has come before in this space. Using Ai, she describes a place where people are learning from people, where best approaches and practices to challenges are shared, but in an environment that is agent and employee friendly. Hortons notes that when we look at health care and finance, which are already a very large share of contact center activity, human to human conversations will remain central, while new AI technologies will help agents learn, and learn. AI, CPaaS, stepped up use of texting, will transform the contact center, as we have known it. Visit www.Cisco.com Cisco Webex, Contact Center https://www.webex.com/customer-experience/contact-center.html View on YouTube The post Cisco looks to AI to improve EX, cut agent churn by improving human involvement, Special Cisco Webex Podcast appeared first on Telecom Reseller / Technology Reseller News.

Newest Quark.ai board member has a distinguished background in science, leadership corporate development, Girl Scouts and Head Start Doug Green, Senior Editor and Publisher “When you think about human development, education is the key,” says Sylvia Acevedo, Quark.ai’s newly appointed board member. Acevedo observes that historically, education sees the “sage on the stage” while the students passively learn. “With AI, and generative AI, you turn that and really flip the script. Students can now own the learning process at a speed that is customized to them, and then the teacher’s role is really the expert, the mentor, the guide who can really crystalize the learning for the student.” “What really drew me to AI is its incredible potential to make an impact on the world, and my belief that we can navigate its challenges to make sure its benefits are realized.” Acevedo is an experienced independent board member, currently serving on two public boards, Qualcomm Inc, and Credo Technologies, and a privately held company, Ambri Inc. Previously, she served on two private company boards, Dynamic Signal, a SaaS employee communications company, and Synergis Education, a higher education services company. Ms. Acevedo has a proven track record as a CEO and has been highly awarded for her success in a variety of industries, technology, education, federal government, and national non-profits. Quark.ai’s potential to change customer service. In this podcast we discuss the immense potential of AI but also the dystopian possibilities. We learn that as Quark.ai’s founder, Prosenjit Sen, began to talk to Acevedo about Quark.ai and the potential for great change, the conversation included a thought process that includes encouraging the market to use these new technologies wisely, train people for positions where they a re leveraging AI vs being replaced by AI, along with the nearly revolutionary way the technology might transform industry after industry. “We have built something special,” says Sen. Reflecting on the global discussion on how AI will change industries and employment, Sen reflects on the idea that with proper training, AI has the potential to make employees in, for example major industries such as automotive, more productive. “Regular people will be able to do sophisticated jobs.” An experienced leader Acevedo held executive roles at Apple, Dell, IBM, and Autodesk. Reflecting on her time as Chief Executive Officer of the Girl Scouts of the USA from May 2017 to August 2020 and as interim CEO from June 2016 to May 2017, Acevedo discusses how she led the organization to help close the gender gap among young people in STEM. “What I am really proud of is that over one million STEM merit badges were earned and over 180,000 of these were in cybersecurity.” Rocket Scientist A rocket scientist by training, Ms. Acevedo holds a B.S. in Industrial Engineering from New Mexico State University and a M.S. in Industrial Engineering from Stanford University. She has also been awarded an Honorary Doctor of Science from Duke University and an Honorary Doctorate from Washington College. “What really drew me to AI is its incredible potential to make an impact on the world, and my belief that we can navigate its challenges to make sure its benefits are realized.” About Quark.ai Quark.ai’s Autonomous Support Platform is the industry’s first pre-trained, purpose-built Generative AI platform that uses Large Language Models (LLM), classical Natural Language Processing (NLP), and Computer Vision technologies to provide a unique platform for Technical Support, Field Support, and Sale Support. The platforms unique IP enables the user to input a query to then get generated answers with very high accuracy (> 90%), 100 traceability to the right section sections of the documents that were used in generating the answer, minimal hallucination, and – at the lowest cost of ownership. Quark.ai is the Generative AI leader in Autonomous Customer Support, including Technical Support, Field Support and Sales Support. Quark.ai’s multi-channel platform combines LLM, Natural Language Processing and Computer Vision to interpret complex customer cases and automatically provide resolutions at scale with unsurpassed accuracy and speed. The result is unrivaled efficiency and scalability in Customer Support, with lower escalations, higher Customer Satisfaction and significant cost savings. More information may be found at https://quark.ai. More Quark.ai On YouTube On Blubrry The post Quark.ai board member Sylvia Acevedo sees AI dramatically beneficial to the process of human development, Special Podcast appeared first on Telecom Reseller / Technology Reseller News.