Recent Developments in Customer Experience: AWS Enhances Agent Copilot, Snapchat Teams Up with Sprinklr, IBM Faces Age Discrimination Accusations, and Target Rolls Out GenAI Chatbot
This week in the customer experience space has been filled with exciting developments and collaborations that are set to revolutionize the way businesses interact with their customers. From AWS’ new step-by-step enhancement to IBM’s age discrimination accusations, there is a lot to unpack in the world of CX.
AWS has introduced a new feature for its Connect CCaaS platform called agent copilot, which now includes a step-by-step guide feature. This enhancement allows real-time recommendations for guides based on specific customer queries, ultimately reducing handling times and boosting customer satisfaction. Michael Wallace, Solutions Architecture Leader for Customer Experience at AWS, believes that this new feature will streamline processes and elevate both customer and agent experiences.
On the other hand, Sprinklr has partnered with Snapchat to support businesses in managing their Snapchat content through Sprinklr Marketing. This collaboration aims to save time, reduce costs, and enhance audience engagement among Gen Z and Millennials, the primary users of Snapchat. Patrick Harris, President of Americas at Snap Inc, expressed his excitement about the partnership and its potential to drive meaningful business results.
In contrast, IBM and Kyndryl are facing accusations of age discrimination from five senior executives, with claims of discontinuing roles for older employees while advertising positions for younger applicants. Despite IBM’s denial of systemic age discrimination, the complaint alleges a plan to replace older workers with younger ones.
Lastly, Target has announced the rollout of its GenAI-powered chatbot, Store Companion, to hundreds of thousands of team members across its stores. This chatbot is designed to support staff with on-the-job queries, coaching, and store operations management, ultimately enhancing efficiency and guest engagement. Brett Craig, EVP and Chief Information Officer at Target, is excited about the transformative nature of GenAI and its potential to drive growth for the company.
Overall, these developments highlight the importance of innovation and collaboration in the customer experience space, with companies striving to enhance customer interactions and drive meaningful business results. Stay tuned for more updates on these exciting advancements in CX!
