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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Microsoft Lets Publishers Block Bing Chat Separately from Bing Search

September 26, 2023

Nearly one-third of major news publishers have blocked generative AI tools from reading their content.   But that’s a drastic measure which could also exclude their results from conventional search engines.  Microsoft has just given publishers the option to block access by Bing Chat without also removing their content from search results.  We’ll see if competitors do the same.

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