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Everything You Wanted to Know About Call Center AI

Complete this sentence: if you read just one report this year about AI in call centers, (a) you’re lucky (b) that’s enough (c) this should be it.   I’ll go with (c), since this 93 page opus from DMG Consulting offers precise explanations of the different technologies and applications.  Use cases galore!

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Retail Media Is Replacing Paid Search Ads: Standard Media Index

November 11, 2022

Retail media growth is coming at the cost of paid search budgets.  Standard Media Index reports that search ad growth rates have fallen faster than non-search ads for the past year, and that search spending by companies that sell through retailers has dropped more quickly than spending by others.  They conclude that companies selling through retailers are shifting their spend from search to retail media networks.

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Salesforce Offers AI Agents to Replace “Outdated” Copilots and Chatbots

September 16, 2024

Here’s a new buzzword for your Bingo card: “agentic AI”, which describes systems that act by themselves rather than in response to a prompt.  Salesforce was all over the concept last week, announcing its Agentforce collection.  According to the company, it replaces the “now-outdated copilots and chatbots” with agents “operating autonomously, retrieving the right data on demand, building action plans for any task, and executing these plans without requiring human intervention.”

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