Latest news with #customerExperience
TechCrunch
2 days ago
- Automotive
- TechCrunch
From Insights to Action: Advancing Agentic AI
The frontier of AI is rapidly advancing, but among the public and even in the enterprise, an understanding of its capabilities hasn't always kept pace. The widely held view of AI often gets stuck on the image of a sophisticated chatbot, capable of engaging in a conversation with a user and providing a response to prompts. But this way of thinking is also a limitation, boxing the technology into something as simple as trading messages and images. It misses both the nuance and full potential of state-of-the-art, real-world applications. As businesses, societies, and technical practitioners alike seek to unlock the value of AI, tapping an expanded set of capabilities has become a top priority. Capital One has delivered a recent breakthrough by building a new multi-agentic conversational AI assistant for car buyers. Capital One has a long history of using data, technology, and analytics to deliver superior financial services products and services for millions of customers. For over a decade, the business has been on a technology transformation journey to rebuild its tech stack, scale its technology workforce, and extend machine learning across the business. This dedication to innovation has positioned the company at the forefront of enterprises creating industry-leading AI advances today. 'We are continually exploring ways to enhance the customer experience at the frontier of AI. As we dug into new ways to improve the shopping experience with AI, we were looking at how to provide natural and satisfying interactions based on the way humans interact and reason,' says Dr. Milind Naphade, SVP of Technology, AI Foundations at Capital One. 'We wanted to transform the customer experience by replacing the previous generation of conversational AI technology with an agentic approach that leverages large language models (LLMs). We knew we needed to build a solution that would be able to really interact with a customer, understand their needs, and take actions on their behalf while they searched for a new vehicle.' The result: Chat Concierge from Capital One. The proprietary multi-agentic conversational AI assistant is custom-built to enhance the experience for car buyers and dealers alike. But answering questions and organizing information is only one part of what Chat Concierge can do. Model advances have enabled the dawn of AI agents that are trained to work together and tackle a series of complex tasks. Each AI agent performs a specific duty based on the user's request. Breaking a given workflow into discrete tasks and assigning each task to an AI agent can help ease the cognitive load of the user and create a more streamlined, satisfying experience. It's almost like building a dream team where each member is assigned to a role fitting their strengths. With Chat Concierge, multiple AI agents work together to not only provide information to the customer, but to take specific actions based on the customer's preferences and needs. For example, one agent communicates with the customer. Another creates an action plan based on business rules and the tools it is allowed to use. A third agent evaluates the accuracy of the first two, and a fourth agent that explains and validates the action plan with the user. In a single conversation, Chat Concierge can present information like vehicle comparisons and specifications, then take the next step by scheduling appointments and test drives with a sales team. 'There is a complex workflow that is getting executed behind the scenes, but it's all happening behind the scenes,' Naphade explains. These advances come as a logical progression from generative AI to AI agents that understand their environment, make decisions, and take actions. This requires an underlying infrastructure where the data and application programming interfaces (APIs) are AI-ready. 'We are standing on the shoulders of all the giant systems Capital One has built so far,' Naphade says. 'For example, we are one of the only banks that has fully committed to a public cloud. The data-driven, machine learning heritage of Capital One precedes us.' The possibilities for agentic AI–and future advances in the field–continue to evolve at a rapid clip. State of the art reasoning models are now designed to handle complex tasks by thinking through multiple steps and reasoning logically. Using these models to create AI agents brings the potential to help people turn insights into action for a range of sophisticated tasks that were never possible before. For instance, they have the potential to help solve real-world challenges like working together to tackle complex, PhD-level research problems; work with a company's developers to autonomously support the entire software development lifecycle, from planning to deployment; or even help a new business create a business plan and financial models along with a logo, website, and marketing plans. While the pace of AI innovation excels, so does the need for thoughtful approaches that balance speed with risk management. Capital One has tested, learned, and adapted its multi-agentic conversational AI workflow to create a great customer experience, in real-time, while also mitigating hallucination and errors through strong guardrails. In continuing to advance the state of the art in AI, Capital One isn't just inventing new tools and technology. It's delivering the right help at the right time—with intelligent, dynamically adaptive approaches—for more than 100 million customers. Learn more about AI at Capital One here.
Hospitality Net
3 days ago
- Business
- Hospitality Net
Artificial Incompetence: An Undesirable Version of AI and Other CX Risks
I've been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers are frustrated and lack confidence in how companies are using AI: In general, 57% of customers are frustrated by AI-fueled self-service options. 49% of customers say technologies like AI and ChatGPT scare them. 51% of customers have received wrong or incorrect information from an AI self-service bot. As negative as these findings sound, there are plenty of findings that point to AI getting better. And more customers feeling comfortable using AI solutions. The technology continues to improve quickly. While it's only been five months since we surveyed more than 1,000 U.S. consumers, I bet a new survey would show continued improvement and comfort level regarding AI. But for this short article, let's focus on the problem that needs to be resolved. Artificial Incompetence Upon reviewing the numbers, I realized that there's another kind of AI: Artificial Incompetence. That's my new label for companies that improperly use AI and cause customers to be frustrated, scared and/or receive bad information. After thinking I was clever and invented this term, I was disheartened to discover, after a Google search, that the term already exists; however, it's not widely used. So, AI – as in Artificial Incompetence – is a problem you don't want to have. To avoid it, start by recognizing that AI isn't perfect. Be sure to have a human backup that's fast and easy to reach when the customer feels frustrated, angry, or scared. And now, as the title of this article implies, there's more. After sharing the new concept of AI with my team, we brainstormed and had fun coming up with two more phrases based on some of the ideas I covered in my past articles and videos: Feedback Constipation When you get so much feedback and don't take action, it's like eating too much and not being able to 'go.' (I know … a little graphic … but it makes the point.) This came from my article How to Reverse Declining Customer Satisfaction, which teaches that collecting feedback isn't valuable unless you use it. Jargon Jeopardy Most people – but not everyone – know what CX means. If you are using it with a customer, and they don't know what it means, how do you think they feel? I was once talking to a customer service rep who kept using abbreviations. I could only guess what they meant. So I asked him to stop with the E-I-E-I-O's (referencing the lyrics from the song about Old McDonald's farm.) This was the main theme of my article titled We All Know What CX Means, But What about EX, WX, DX, UX and More? So, this was a fun way at poking fun of companies that may think they are doing CX right (and doing it well), but the customer's perception is the opposite. Don't use AI that frustrates customers and projects an image of incompetence. Don't collect feedback unless you plan to use it. Otherwise, it's a waste of everyone's time and effort. Finally, don't confuse customers – and even employees – with jargon and acronyms that make them feel like they are forced to relearn the alphabet. Shep Hyken Shepard Presentations, LLC. View source
Globe and Mail
4 days ago
- Business
- Globe and Mail
Deutsche Bank Accelerates Digital Transformation with IBM's Software Portfolio
New license agreement gives Deutsche Bank increased access to IBM's innovative software solutions to accelerate innovation, optimize operations, and enhance customer experience
Tahawul Tech
4 days ago
- Business
- Tahawul Tech
UAE consumers believe that AI is not meeting their customer service expectations
ServiceNow, the AI platform for business transformation, has released the ServiceNow Consumer Voice Report 2025. Now in its third year, the report, which surveyed 17,000 adults across 13 countries in EMEA — including 1000 in the UAE — explores consumer expectations when it comes to AI's role in customer experience (CX). Need to put the EQ in AI Despite rapid advancements in AI and its widespread use in customer service, UAE consumers overwhelmingly (at least 68%) prefer to interact with people for customer support. Based on the findings of the research, this can be attributed to the perceived lack of AI's general emotional intelligence (EQ). More than half (54%) of UAE consumers say that failing to understand emotional cues is more of an AI trait than human; 51% feel agents having a limited understanding of context is more likely to be AI; and an equal number (51%) say misunderstanding slang, idioms and informal language is more likely AI. Meanwhile, nearly two thirds (64%) of UAE consumers feel repetitive or scripted responses are more of an AI trait. 'The key takeaway for business leaders is that AI can no longer be just another customer service tool – it has to be an essential partner to the human agent. The future of customer relationships now lies at the intersection of AI and emotional intelligence (EQ). Consumers no longer want AI that just gets the job done; they want AI that understands them', commented William O'Neill, Area VP, UAE at ServiceNow. High Stakes, Low Trust The report also highlights a clear AI trust gap, particularly for urgent or complex requests. UAE consumers embrace AI for speed and convenience in low-risk/routine tasks — 23% of UAE consumers trust an AI chatbot for scheduling a car service appointment and 24% say they are happy to use an AI chatbot for tracking a lost or delayed package. However, when it comes to more sensitive or urgent tasks, consumer confidence in AI drops. Only 13% would trust AI to dispute a suspicious transaction on their bank account with 43% instead preferring to handle this in-person. Similarly, when it comes to troubleshooting a home internet issue, only 20% of consumers across the Emirates are happy to rely on an AI chatbot, with 50% preferring to troubleshoot the issue with someone on the phone. Humans and AI For all the frustrations with AI — almost half (47%) of UAE consumers say their customer service interactions with AI chatbots have not met their expectations — the research does suggest that consumers consider AI as crucial for organisations looking to deliver exceptional customer experiences. For one, in addition to seamless service (90%), quick response times (89%) and accurate information (88%), more than three quarter (76%) of UAE consumers expect the organisations they deal with to provide a good chatbot service. But perhaps more interestingly, 85% of consumers across the Emirates expect the option for self-service problem solving, which does indicate the need for organixations to integrate AI insights and data analysis into service channels to anticipate customer needs before they arise. 'While AI in customer service is currently falling short of consumer expectations, it is not failing. Rather, it is evolving. There is an opportunity for businesses to refine AI by empowering it with the right information, making it more adaptive, emotionally aware, and seamlessly integrated with human agents to take/recommend the next best action and deliver unparalleled customer relationships', added O'Neill. 'Consumers do not want less AI – they want AI that works smarter. By understanding the biggest pain points, companies can make AI a trusted ally rather than a frustrating barrier'. Download the full ServiceNow Consumer Voice Report 2025 here. Image Credit: ServiceNow
Yahoo
5 days ago
- Business
- Yahoo
Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028
New Cisco Research Reveals Overwhelming Demand for Agentic AI to Transform the Way Technology Vendors Deliver Customer Experience News Summary: The rise of agentic AI: By 2026, 68% of all customer service and support interactions with technology vendors are expected to be handled by agentic AI. Customer experience becomes mission-critical: With growing IT complexity, 92% of organizations say the support and services they receive are more important than ever. Transformational benefits of AI: A striking 93% of respondents predict that agentic AI will enable more personalized, proactive, and predictive services. The power of human connection: Despite AI's rise, 89% of customers emphasize the need to combine human connection with AI efficiency to optimize experiences. SAN JOSE, Calif., May 27, 2025 /PRNewswire/ -- Cisco (NASDAQ: CSCO) today announced the findings of its latest global research report, "The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience," highlighting the potential of agentic AI to revolutionize the way technology vendors deliver services and support to customers. In the survey of 7,950 global business and technical decision-makers across 30 countries, respondents predict that agentic AI will play an increasingly prominent role in their interactions with technology vendors over the coming years and are positive about the benefits it will bring. 88% report they feel confident that the agentic AI-led customer experience provided by technology partners will help their organization achieve its goals – for example, making their IT environments and operations more efficient, resilient and secure, accelerating their most important strategic IT projects, and maximizing value from their IT investments. Respondents also expect the pivot to agentic AI-led customer experience (including technical support, customer success and professional services) to advance at a far greater velocity than the industry anticipated. They predict that 68% of their customer experience interactions with technology partners will be handled using agentic AI within the next three years. And, surprisingly, they expect more than half (56%) of interactions to be through agentic AI within the next 12 months, representing a significant increase and heaping pressure onto those vendors who are still only in the early stages of thinking about agentic. Liz Centoni, EVP & Chief Customer Experience Officer, Cisco, commented: "With agentic AI reaching a new level of maturity, we're closer than ever to solving some of the most persistent customer pain points in enterprise environments. For instance, a significant share of network issues stem from misconfiguration, something agentic systems are poised to eliminate. That shift will lead to smarter networks, stronger security, and more productive teams. As an industry, we've been talking about these concepts for decades, and while we've made incremental progress, AI - and especially agentic AI - is making that vision a reality. "We are drawing on four decades of data, our deep industry knowledge, and the trust of our customers to re-imagine Cisco Customer Experience as an agentic-led function. Our vision is to make every customer interaction with Cisco personalized, proactive, and predictive, and to make every customer feel like they are our only customer. And while we're making meaningful progress, this new research makes one thing clear: we have to move faster." In recent years, in response to growing IT complexity, technology businesses have introduced automation into their workflows and layered in AI to streamline support and services. This approach has still required human intervention to stitch processes together – to monitor, decide, act and adapt. Agentic AI negates the need for this level of human intervention. Agentic AI is a category of artificial intelligence that leverages AI Agents and a contextualized interconnection among them. Agentic AI requires agency, meaning the AI Agents are capable of having memory, are task aware and possess the ability to independently take actions – or choose what actions to take or recommend – to achieve a particular outcome through the ability to learn from their environment and reason, with minimal human oversight. This frees up customer experience professionals to focus on complex problem-solving, humans-on-the-loop feedback process for specific use-cases (where humans, for example, provide feedback to an AI system to improve its performance and focus on accurate and safe results), and building deeper, trusted relationships with customers. The research highlights the urgent need for technology vendors, many of whom are still only exploring the potential for agentic AI deployment within customer experience, to accelerate their strategies. Respondents are clear that they believe vendors who are left behind or fail to deploy agentic AI in an effective, secure and ethical manner, will suffer a deterioration in customer relationships, reputational damage and higher levels of customer churn. Meanwhile, the research highlights that respondents feel that vendors who embrace this transformation head-on, seamlessly and ethically deploying agentic AI across the technology lifecycle, will benefit from data-driven insights, improved scalability within their support and services, and loyalty at scale. Customer experience will become a strategic differentiator, with 81% of respondents predicting that vendors that successfully deliver agentic AI-led customer experience will gain a competitive edge. Key Findings Accelerated demand for customer experience: As levels of IT complexity increase, organizations are leaning on technology vendors more than ever before. 92% of respondents state that the support and services provided by vendors are becoming more critical in the AI era. Use cases across the technology lifecycle: more than 80% of respondents point to potential benefits of agentic AI-led customer experience at every stage of the technology lifecycle, with customer and technical support, technology strategy and planning, and operations viewed as the greatest opportunities. Game-changing benefits: customers expect agentic AI to drive improvements in IT productivity, time savings, and cost savings, as well as opportunities to improve data analytics, troubleshooting, and alignment of technology investment with digital transformation goals. Human connection is irreplaceable: customers want to retain human interaction when engaging with support and services, with 96% stating that human relationships are very important when interacting with B2B technology partners. Robust governance is non-negotiable: 99% of respondents state that it's important for technology partners to demonstrate robust governance arrangements to deliver ethical use of agentic AI, and 81% feel that vendors need to share their vision for AI-led customer experience to bring customers along on the journey. You can read the full report here: The Race to an Agentic Future: How Agentic AI Will Transform Customer Resources Research Report Executive Blog Digital Newsroom About Cisco Cisco (NASDAQ: CSCO) is the worldwide technology leader that is revolutionizing the way organizations connect and protect in the AI era. For more than 40 years, Cisco has securely connected the world. With its industry leading AI-powered solutions and services, Cisco enables its customers, partners and communities to unlock innovation, enhance productivity and strengthen digital resilience. With purpose at its core, Cisco remains committed to creating a more connected and inclusive future for all. Discover more on The Newsroom and follow us on X at @Cisco. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at Third-party trademarks mentioned are the property of their respective owners. The use of the word 'partner' does not imply a partnership relationship between Cisco and any other company. View original content to download multimedia: SOURCE Cisco Systems, Inc. Error while retrieving data Sign in to access your portfolio Error while retrieving data
