You probably suspected as much, but this Calabrio study confirms that contact centers have largely switched to remote work and 72% of agents are happy with the switch. Less obvious: 72% of managers are satisfied with remote worker productivity. Slightly fewer (63%) expect the pandemic’s impact on customer service will be permanent.
Tealium announced general availability of its automated predictive feature, Predict ML, which it originally revealed last fall. The system can automatically build a model to predict any behavior tracked in the Tealium CDP. It also warns users if inadequate data is available to build a reliable model.
Pattern89 also uses AI to guide advertising, although it limits its focus to optimizing creative elements within social ad campaigns. They just launched an enhancement that simulates ad performance before campaigns actually run. The system measures more than 49,000 attributes of images, videos, copy, and ad formats.
The U.S. Senate has passed a bill that could potentially ban TikTok in the U.S. if its Chinese owner, ByteDance, does not sell its holdings within a year. The bill now goes to the President Biden, who has said he will sign it. Court challenges are likely to follow.