AI Breakthroughs: Dialpad, Google, Genesys, Salesforce, More
Genesys holds more than 100 pending patents in AI.
May 17, 2023
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Genesys has unveiled the Genesys Cloud EX solution, a standalone employee experience tool that helps businesses increase engagement, performance and trust with today’s digital workforce. The solutions behind Genesys Cloud EX include AI-powered workforce forecasting and scheduling, gamification and performance management, coaching and employee development.
With Genesys Cloud EX, employee experience features appear in a single user interface, and include workforce management, quality management, performance management and more. Genesys Cloud EX offers organizations added flexibility to modernize their employee experience with capabilities that they can use as a standalone solution, a first step to adopting the full Genesys Cloud CX suite or alongside their existing contact center infrastructure.
Genesys holds 22 patents in areas like forecasting, model training and contact center staffing, as well as over 100 pending patents in AI, company spokespersons said.
Olivier Jouve is chief product officer at Genesys. He said employee experience often dictates customer experience.
“Many organizations are hamstrung by legacy investments that limit their ability to support the needs of today’s digital workforce,” Jouve said. “Genesys Cloud EX offers companies a simplified path to the cloud and tools that help them manage and empower their employees wherever they are. ”
For example, Genesys Cloud EX offers comprehensive quality management tools – powered by AI and automation – and personalized, performance-driven learning. This can help managers identify clear CX improvement goals and empower employees in real-time. Other tools include speech to text analytics, AI-powered continuous forecasting and scheduling, and performance management and gamification.
StructuredWeb, a provider of an enterprise through-channel marketing automation (TCMA) platform, has launched ChannelGPT. StructuredWeb said the new generative AI tool integrates into the company’s platform designed to “revolutionize” how vendors and partners create, customize and distribute channel marketing content.
This may be the most consequential way StructuredWeb has transformed the TCMA industry, said Daniel Nissan, founder and CEO of StructuredWeb.
“The AI-driven channel marketing engine transforms the way vendors engage with their partner ecosystems through the creation, management, and distribution of tailored marketing assets,” Nissan said. “By leveraging the latest generative AI technology, we are empowering vendors and their channel partners to work smarter together – enabling larger organizations to streamline channel marketing initiatives, while upleveling capabilities for vendors of all sizes.”
The introduction of ChannelGPT represents a paradigm shift in the channel marketing landscape, the company said. By harnessing the power of advanced generative AI technology, StructuredWeb enables vendors and their channel partners to overcome numerous challenges, enhancing the overall efficiency and effectiveness of their marketing efforts by providing tailored content for partners, time and cost savings, and consistent messaging and branding, among other attributes.
Jay McBain, chief analyst for Canalys, said as content becomes easier, faster and cheaper to create, the quantity of content will grow exponentially.
“Customers will be further drawn to trusted sources and companies who leverage their partner ecosystem to deliver personalized, localized and consistent value will be the winners,” McBain said.
Google’s generative AI productivity tool, Duet AI for Google Workspace, has launched. Google Cloud officials said Duet AI’s human-centric features make the tool accessible and personal to any type of user at any skill level —whether that’s code recommendations for developers to chat-based app creation for business users.
What are the new capabilities of Duet AI? It provides AI-driven code assistance for cloud users such as application developers and data engineers. Its chat assistance allows the use of simple natural language to get answers on specific development or cloud-related questions. When it comes to Duet AI for AppSheet, users can “create intelligent business applications, connect their data and build workflows into Google Workspace via natural language,” and no coding is required.
Zoom is partnering with and investing in Anthropic, an AI safety and research company working to build reliable, interpretable and steerable AI systems. Anthropic’s AI assistant, Claude, will integrate with Zoom’s platform, including Zoom Contact Center.
Smita Hashim, chief product officer for Zoom, said Anthropic’s constitutional AI model will provide safe and responsible integrations for next -generation innovations.
“With Claude guiding agents toward trustworthy resolutions and powering self-service for end-users, companies will be able to take customer relationships to another level,” Hashim said. “Partnering with Anthropic also furthers our commitment to providing customers with our federated approach to AI, optimized to deliver outstanding customer experience outcomes.”
What Zoom officials mean by a “federated approach” is that the company leverages its own proprietary AI models as well as with Anthropic’s and select customers’ models.
Zoom said this flexibility provides the most value for its customers’ diverse needs. The compny will be able to customize these models to perform better for a customer, based on their specific business desires.
In the future, Zoom will incorporate Anthropic AI throughout the Zoom Contact Center portfolio to provide the right resources to agents.
Hybrid workplace company Robin has rolled out new AI-powered functionality that takes the work out of scheduling in-office visits. The company said its the first solution to fully automate the end-to-end booking experience focused on optimizing space utilization, fostering employee connections and ensuring people have the space to do their best work.
The tool offers automated check-in, automated desk booking, automated space booking and automated workplace insights.
Micah Remley, CEO at Robin, said the industry is at an inflection point when it comes to hybrid work.
“Over 60% of workers say they prefer a hybrid arrangement, but far fewer agree on how it should be structured. The meaning of the office has changed since 2020, and new workplaces are intentionally designed for better collaboration and group connection,” Remley said. “AI offers a great opportunity for employers to ensure they are delivering their employees the best possible experience while navigating this new territory.”
Robin has over 2,000 customers, ranging from small-to-medium-size businesses (SMBs) to enterprises with more than 100,000 employees. With more than 1 million users, the Robin platform has managed over 50 million desk bookings and hundreds of millions of meeting room bookings.
Earlier this month Salesforce announced Slack GPT, a new conversational AI experience natively integrated into Slack. Slack GPT will deliver the ability to use generative AI app integrations, different language models, and the power to tap into secure customer data insights from the Customer 360 and Data Cloud, Salesforce said. Additionally, it will work with Einstein GPT to unlock the power of CRM and conversational data to make every organization more productive.
Lidiane Jones, CEO of Slack, said generative AI has enormous potential to unlock significant business productivity.
“The real power of this technology is when AI can analyze and act on the most valuable data from a company’s most trusted resource — its own internal knowledge,” Jones said. “Slack GPT is the conversational AI platform of the future, helping organizations easily tap into their trusted customer data and essential employee knowledge so they can work smarter and make smarter decisions faster.”
Slack GPT will deliver intelligence across automations, shared knowledge and conversations in Slack. Maybe most importantly, the AI is customizable to a company’s unique needs — whether they want to integrate a language model of choice, build their own AI-powered no-code workflows, or bring AI into the Slack experience.
Also, as AI assistance is built contextually into Slack’s message composer and recently launched Slack canvas, customers can distill content, adjust the tone and more. In addition, Slack GPT creates no-code workflows that automate work. It can integrate generative AI apps from other platforms, and it can build custom integrations.
Dialpad and Google have linked up. Google is delivering what it says is more exciting Dialpad AI features to customers faster through Vertex AI platform. Vertex AI allows application to easily integrate AI and machine learning features.
Dialpad said it hopes the partnership will result in time savings, cost efficiencies, more productive sales and service teams, all of which should be available to all businesses. For example, using Google Vertex with Dialpad AI means that the company’s AI Recap feature can accurately recap meetings and calls. It will provide highlights, relevant details or action items in an easy-to-read summary, the company said.
Dialpad will also release soon AI Scorecards, a quality assurance feature, and AI Playbooks, which will provide real-time suggestions and prompts to sellers and customer service agents. All these features use Dialpad’s property AI and are supplemented by Google Vertex.
Dialpad and Google have linked up. Google is delivering what it says is more exciting Dialpad AI features to customers faster through Vertex AI platform. Vertex AI allows application to easily integrate AI and machine learning features.
Dialpad said it hopes the partnership will result in time savings, cost efficiencies, more productive sales and service teams, all of which should be available to all businesses. For example, using Google Vertex with Dialpad AI means that the company’s AI Recap feature can accurately recap meetings and calls. It will provide highlights, relevant details or action items in an easy-to-read summary, the company said.
Dialpad will also release soon AI Scorecards, a quality assurance feature, and AI Playbooks, which will provide real-time suggestions and prompts to sellers and customer service agents. All these features use Dialpad’s property AI and are supplemented by Google Vertex.
In this AI Breakthroughs roundup, we’ve highlighted a diverse group of artificial intelligence applications for the channel. Dialpad, Google, Genesys and Salesforce are just some of the companies making their mark on the development of AI tools.
Let’s take Zoom, for example. The company will be integrating Anthropic’s AI assistant, Claude, into its platform, including the Zoom Contact Center portfolio. The company says it’s taking a federated approach to leveraging AI. Find out from our roundup what that entails.
When it comes to marketing automation, StructuredWeb said it is “revolutionizing” how vendors and partners create, customize and distribute channel marketing content. Of course, this involves AI and what the company has dubbed “ChannelGPT.”
Finally, if you’re unfamiliar with Robin and what the company is doing with AI and hybrid work, take the opportunity to scroll through our slideshow above. Robin is “optimizing space utilization” to foster better employee connections. This is where the in-office experience and AI meet.
If you didn’t catch our last edition of AI breakthroughs, you can do so here.
Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn. |
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