MetriNote – Enterprise Connect 2024 Customer Experience Announcements

As was the case last year, artificial intelligence (AI) rose up as the dominate theme of product announcements coming from customer experience (CX) providers at this year’s Enterprise Connect. Much of the attention focused on generative capabilities, not only as related to products but also to strategic approaches meant to assuage concerns over issues such as data use. AI-related news centered on enhancements related to areas such as:

• Supervisor assistance – With AI-powered agent assist well in hand, many CX providers are now zeroing in on how to boost the supervisor experience in much the same vein. Supervisor assistance can take many forms, including real-time alerts for fine-tuned coaching, improved analytics and quality management capabilities for easing operational burdens, interaction summaries that can reduce the burden of assessing agent performance, and more.
• Knowledge management and automation – The strength of AI technology rests on the underlying data. That has placed knowledge management and automation in the bull’s eye for generative AI.
• Personalization – The deeper a view of customer data a company can get, the greater the level of personalization they can deliver. Leading vendors today are starting to bring together their data layers with generative capabilities to deliver the context that drives personalized experiences across the end-to-end customer journey.