Callback scheduling is just one way that call centers use automation.  This Replicant report shows that 48% have an automation project in place or in process, and 72% expect automation to reduce expenses by 25% or more.  Exactly half plan to use a mix of self-build and purchased solutions; 27% will only use purchased software and 13% will build everything themselves.

You may not want another item about retail media but look on the bright side, Dear Reader: it’s not about social commerce.  Anyway, this overview by eMarketer is pretty good, including the headline estimates that retail media ad revenue will grow 31.4% this year, total $40.8 billion and account for 16.4% of U.S. digital ad spending.  But don’t get too frisky: Amazon accounts for 77% of the total.

Unauthorized training data isn’t an existential threat to generative AI but it’s certainly a headache for users and developers alike.  Most developers are trying to exclude materials that creators have explicitly labeled as unauthorized and citing “fair use” as justification for copying everything else.  Getty Images has taken an opposite approach, building its gen AI tool only on materials that are explicitly licensed.  It’s possible that tracing the provenance of training data will become a standard, similar to how organic food producers trace the origins of their ingredients.