Businesses Expect to Use More AI: CoreSite Survey

CoreSite offers the sublimely obvious news that most businesses (82%) expect to use more AI in the next five years.  Almost as obvious: high speed data access is important for AI.  One surprise is the most respondents (40%) cited customer experience as the highest potential AI benefit, just nosing out improved network/IT performance (39%), which leads in most surveys of this type.  Results for current deployments are more typical: CX (30%) and marketing (32%) rank lower than IT and cloud operations (42%), network operations (39%) and customer care (42%).

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People Would Rather Talk to Friends Than Businesses: Vonage Report

October 31, 2022

Vonage also asked consumers probing questions, and found that they’re more satisfied with communications with family and friends (60%) than with businesses (45%).  They also found that consumers communicate with friends and family the most via messaging apps, but are more likely to use phone calls and email to talk to a business.  That might be obvious to you, but Vonage spoke with nearly 5,000 consumers from eleven countries to be sure.

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Google Defers End of Universal Analytics360

October 28, 2022

It’s been said that God created the world in six days because there was no installed base.  Google faces a similar problem, citing fears of ad industry disruption for its repeated delays in the deprecation of third-party cookies.  The issue appeared in another guise this week when Google announced it would extend to July 2024 the life of UA360, the enterprise version of its Universal Analytics product, which is otherwise still scheduled to go away in October 2023.  See this AdExchanger article for background.

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Salesforce Buys for Automated Customer Service

September 22, 2023

Salesforce is buying, which builds low-code, AI-powered e-commerce customer service agents.  You might have thought Salesforce could already do that, but presumably Airkit does it better.  It doesn’t hurt that the company founders sold a previous business to Salesforce, the company was partly funded by Salesforce Ventures, and the product is already listed on AppExchange.  Price was not announced.

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