Automated Support - Smart Customer Service

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itemtype="http://schema.org/ItemList"> <meta itemprop="name" content="List of articles in the Automated Support category"/> <meta itemprop="itemListOrder" content="Descending" /> <header> <h1>Automated Support</h1> </header> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/RingCentral-Enhances-Zendesk-Integration-167066.aspx" title="RingCentral Enhances Zendesk Integration">RingCentral Enhances Zendesk Integration</a></h3> <span class="deck" itemprop="description">New features deliver deeper real-time data and context for seamless customer interactions.</span> <div class="date">Posted December 02, 2024</div> <meta itemprop="datePublished" content="2024-12-02" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/ASAPP-Turns-to-Amazon-Bedrock-167064.aspx" title="ASAPP Turns to Amazon Bedrock">ASAPP Turns to Amazon Bedrock</a></h3> <span class="deck" itemprop="description">ASAPP uses Amazon Bedrock to help contact centers build and scale generative AI solutions.</span> <div class="date">Posted December 02, 2024</div> <meta itemprop="datePublished" content="2024-12-02" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Amazon-Connect-Puts-Generative-AI-to-Work-167062.aspx" title="Amazon Connect Puts Generative AI to Work">Amazon Connect Puts Generative AI to Work</a></h3> <span class="deck" itemprop="description">New capabilities in Amazon Connect include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent 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workspace.</span> <div class="date">Posted November 13, 2024</div> <meta itemprop="datePublished" content="2024-11-13" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Natterbox-Launches-AI-Assist-for-Post-Call-Automation-166809.aspx" title="Natterbox Launches AI Assist for Post-Call Automation">Natterbox Launches AI Assist for Post-Call Automation</a></h3> <span class="deck" itemprop="description">Natterbox AI Assist is the latest addition to the Natterbox AI Suite.</span> <div class="date">Posted November 12, 2024</div> <meta itemprop="datePublished" content="2024-11-12" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" 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companies natively with the Five9 Intelligent CX Platform</span> <div class="date">Posted November 05, 2024</div> <meta itemprop="datePublished" content="2024-11-05" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/NICE-Launches-CXone-Mpower-SmartSpeak-166716.aspx" title="NICE Launches CXone Mpower SmartSpeak">NICE Launches CXone Mpower SmartSpeak</a></h3> <span class="deck" itemprop="description">NICE's CXone Mpower SmartSpeak enables real-time translation of contact center interactions.</span> <div class="date">Posted November 05, 2024</div> <meta itemprop="datePublished" content="2024-11-05" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Business-Systems-and-Teneo.ai-Partner-166714.aspx" title="Business Systems and Teneo.ai Partner">Business Systems and Teneo.ai Partner</a></h3> <span class="deck" itemprop="description">Business Systems and Teneo.ai have teamed up to provide contact centers with advanced voice automation and generative AI.</span> <div class="date">Posted November 05, 2024</div> <meta itemprop="datePublished" content="2024-11-05" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Cyara-Names-Rishi-Rana-as-CEO-166677.aspx" title="Cyara Names Rishi Rana as CEO">Cyara Names Rishi Rana as CEO</a></h3> <span class="deck" itemprop="description">Cyara's president is advanced to new role while Alok Kulkarni transitions to non-executive chairman. 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itemprop="description">Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.</span> <div class="date">Posted October 30, 2024</div> <meta itemprop="datePublished" content="2024-10-30" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Calabrio-Unveils-Trending-Topics-and-Auto-QM-166642.aspx" title="Calabrio Unveils Trending Topics and Auto QM">Calabrio Unveils Trending Topics and Auto QM</a></h3> <span class="deck" itemprop="description">With Calabrio Trending Topics and Auto QM, contact centers can now leverage AI to automate the evaluation of every customer interaction and identify the most common reasons for customer inquiries.</span> <div class="date">Posted October 30, 2024</div> <meta itemprop="datePublished" content="2024-10-30" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Klearcom-to-Deliver-IVR-Testing-in-100-Countries-166640.aspx" title="Klearcom to Deliver IVR Testing in 100 Countries">Klearcom to Deliver IVR Testing in 100 Countries</a></h3> <span class="deck" itemprop="description">Klearcom provides in-country number and IVR testing in more than 100 countries worldwide.</span> <div class="date">Posted October 30, 2024</div> <meta itemprop="datePublished" content="2024-10-30" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Generative-AI-Will-Displace-100000-Agents-in-2025-Forrester-Predicts-166575.aspx" title="Generative AI Will Displace 100,000 Agents in 2025, 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itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/GoTo-Integrates-GoTo-Connect-and-Leading-CRM-Platforms-166517.aspx" title="GoTo Integrates GoTo Connect and Leading CRM Platforms">GoTo Integrates GoTo Connect and Leading CRM Platforms</a></h3> <span class="deck" itemprop="description">New integrations provide a more comprehensive customer view, creating AI-powered workflows between GoTo Connect and CRM solutions.</span> <div class="date">Posted October 22, 2024</div> <meta itemprop="datePublished" content="2024-10-22" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Integrates-Agentic-AI-Across-Its-Portfolio-166514.aspx" title="Talkdesk Integrates Agentic AI Across Its Portfolio">Talkdesk Integrates 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(Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted October 22, 2024</div> <meta itemprop="datePublished" content="2024-10-22" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/8x8-Extends-8x8-Intelligent-Customer-Assistant-for-Enhanced-Voice-and-Digital-Customer-Engagement-166445.aspx" title="8x8 Extends 8x8 Intelligent Customer Assistant for Enhanced Voice and Digital Customer Engagement">8x8 Extends 8x8 Intelligent Customer Assistant for Enhanced Voice and Digital Customer Engagement</a></h3> <span class="deck" itemprop="description">8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.</span> <div class="date">Posted October 18, 2024</div> <meta itemprop="datePublished" content="2024-10-18" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Cost-Cutting-GenAI-Drive-Contact-Center-Outsourcing-166431.aspx" title="Cost-Cutting, GenAI Drive Contact Center Outsourcing">Cost-Cutting, GenAI Drive Contact Center Outsourcing</a></h3> <span class="deck" itemprop="description">Companies sign more service contracts, quickly adopt new technologies to improve customer experience, ISG says</span> <div class="date">Posted October 17, 2024</div> <meta itemprop="datePublished" content="2024-10-17" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Vonage-Launches-Intelligent-Workspace-166429.aspx" title="Vonage Launches Intelligent Workspace">Vonage Launches Intelligent Workspace</a></h3> <span class="deck" itemprop="description">VCC 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orchestration.</span> <div class="date">Posted October 15, 2024</div> <meta itemprop="datePublished" content="2024-10-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/LivePerson-Launches-GenAI-Capabilities-166382.aspx" title="LivePerson Launches GenAI Capabilities">LivePerson Launches GenAI Capabilities</a></h3> <span class="deck" itemprop="description">LivePerson has added several AI and analytics offerings to its contact center portfolio.</span> <div class="date">Posted October 15, 2024</div> <meta itemprop="datePublished" content="2024-10-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Avaya-Launches-Virtual-Operations-Manager-166351.aspx" title="Avaya Launches 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2024</div> <meta itemprop="datePublished" content="2024-10-11" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Intercom-Releases-Fin-2-AI-Agent-166314.aspx" title="Intercom Releases Fin 2 AI Agent">Intercom Releases Fin 2 AI Agent</a></h3> <span class="deck" itemprop="description">Intercom's new Fin 2 AI agent supports new channels, data sources, interaction types, and more.</span> <div class="date">Posted October 10, 2024</div> <meta itemprop="datePublished" content="2024-10-10" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Aircall-Launches-Aircall-Workspace-166310.aspx" title="Aircall Launches Aircall Workspace">Aircall Launches Aircall Workspace</a></h3> <span class="deck" itemprop="description">Aircall Workspace is a hub for agent collaboration and customer communication.</span> <div class="date">Posted October 10, 2024</div> <meta itemprop="datePublished" content="2024-10-10" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Zendesk-Strengthens-Human-and-AI-Partnership-in-Major-Solution-Upgrades-166290.aspx" title="Zendesk Strengthens Human and AI Partnership in Major Solution Upgrades">Zendesk Strengthens Human and AI Partnership in Major Solution Upgrades</a></h3> <span class="deck" itemprop="description">Zendesk's new omnichannel AI agents and agent copilot offerings boost human and AI collaboration across workflows, including voice AI.</span> <div class="date">Posted October 09, 2024</div> <meta itemprop="datePublished" content="2024-10-09" /> </div> <div class="article-list" 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<li> <a href="http://www.smartcustomerservice.com/Best-Practices/GenAI-for-Customer-Service-%e2%80%93Pitfalls-and-Lessons-Learned_13744.aspx"> GenAI for Customer Service –Pitfalls and Lessons Learned </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Digital-First-Customer-Service-in-a-Human-World_13353.aspx"> Digital-First Customer Service in a Human World </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Contact-Center-Transformation-with-AI-and-Automation_13352.aspx"> Contact Center Transformation with AI and Automation </a> </li> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/Top-6-2024-Customer-Experience-Megatrends-%e2%80%93--What-to-Prioritize-Now_13276.aspx"> Top 6 2024 Customer Experience Megatrends – What to Prioritize Now </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Best-Practices/">More Best Practices</a></div> </div> </section> <div class="sidebar_section"> <h3><span class="bold">Webinars</span></h3> <ul class="red"> <li> <a title='2024 Contact Center Success Stories: What Went Right!' href="http://www.smartcustomerservice.com/Webinars/2051-2024-Contact-Center-Success-Stories-What-Went-Right!.htm"> 2024 Contact Center Success Stories: What Went Right! </a> </li> <li> <a title='Conversational Customer Service: Convenience Everywhere' href="http://www.smartcustomerservice.com/Webinars/2050-Conversational-Customer-Service-Convenience-Everywhere.htm"> Conversational Customer Service: Convenience Everywhere </a> </li> <li> <a title='Transforming Quality Management with GenAI: Precision, Personalization, and Impact' href="http://www.smartcustomerservice.com/Webinars/2177-Transforming-Quality-Management-with-GenAI-Precision-Personalization-and-Impact.htm"> Transforming Quality Management with GenAI: Precision, Personalization, and Impact </a> </li> <li> <a title='Future-Proofing Customer Experience with AI-Powered Solutions' 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Transforming Agent Experience with AI: Boosting Performance and Satisfaction </a> </li> <li> <a title='Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions' href="http://www.smartcustomerservice.com/Webinars/2167-Exploring-the-Future-of-AI-Driven-Analytics-Trends-Shaping-Tomorrows-Decisions.htm"> Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions </a> </li> <li> <a title='Knowledge Management and AI: Enhancing CX and Employee Productivity' href="http://www.smartcustomerservice.com/Webinars/2164-Knowledge-Management-and-AI-Enhancing-CX-and-Employee-Productivity.htm"> Knowledge Management and AI: Enhancing CX and Employee Productivity </a> </li> <li> <a title='Transforming Real-Time Customer Feedback into Action with AI' href="http://www.smartcustomerservice.com/Webinars/2166-Transforming-Real-Time-Customer-Feedback-into-Action-with-AI.htm"> Transforming Real-Time Customer Feedback into Action with AI </a> </li> <li> <a title='Mastering Hybrid Contact Centers: Overcoming Key Challenges' href="http://www.smartcustomerservice.com/Webinars/2176-Mastering-Hybrid-Contact-Centers-Overcoming-Key-Challenges.htm"> Mastering Hybrid Contact Centers: Overcoming Key Challenges </a> </li> <li> <a title='The Role of AI in Compliance and Data Privacy' href="http://www.smartcustomerservice.com/Webinars/2175-The-Role-of-AI-in-Compliance-and-Data-Privacy.htm"> The Role of AI in Compliance and Data Privacy </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Webinars/">More Webinars</a></div> </div> <div class="sidebar_section"> <h3>Content <span class="bold">Library</span></h3> <ul> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/The-State-of-CX-Real-insights-from-the-largest-CX-dataset_13825.aspx">The State of CX: Real insights from the largest CX dataset</a></li> <li><a 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