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Amid COVID-19 and Social Distancing, Consumers Prefer Calling Customer Service, More Than Chatbots or Email

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PALO ALTO, Calif., May 12, 2020 (GLOBE NEWSWIRE) — Uniphore, an early Conversational Service Automation category leader, today released survey results that show American consumers overwhelmingly prefer to use voice over every other medium when contacting a company’s contact center. The results underscore a growing need for innovative voice-enabled automation software and conversational artificial intelligence (AI) capabilities that can eliminate the need to put customers on hold. Further, advanced technology can also help businesses streamline the customer service experience by predicting customer intent and help to resolve issues quicker – especially during the current coronavirus pandemic.
Key Findings
As businesses and society work through the current realities and unknowns, Uniphore wanted to better understand the types of experiences people are having with contact centers and some of the challenges that both consumers and businesses are facing during this pandemic. In addition to the finding that nearly 80% of people polled want to speak with an agent as opposed to a chatbot, the following key themes emerged and was supported by the data represented below:
Contact Centers are overwhelmed by the wave of inquiries currently pouring in:On top of routine contact center traffic, over 42% of the respondents have recently reached out to a contact center to resolve COVID-related issues around travel, employment, insurance, medical or financial issues.Over 33% of callers waited more than 30 minutes on hold (with 5% saying they waited more than 2 hours).37% of the respondents had to wait for a call back or ended up calling 2 times or more to connect with an agent.When finally connected with an agent, more than 25% of the respondents spent more than 20 minutes with an agent to get needed information or resolve an issue.Over 18% of recent callers have been disconnected from a call into a contact center and had to call back at least once and in some cases multiple times to be connected. Customer patience is reaching a breaking point: 72% said they have ended the call while still waiting to speak with a live person.Of those who got through 43% said they felt angry, annoyed or frustrated as a result of being put on hold.68% said they would stop patronizing companies with which they have had a bad customer experience.After their recent contact center experience, people have been underwhelmed and apathetic: 40% of respondents reported they would neither recommend nor not recommend the company they just interacted with.On the lighter side, 30% of respondents said they would prefer to deep clean the bathroom than be put on hold.It’s not all bad: Organizations and agents can be effective:Once they connected with an agent, nearly 60% found the agent prepared with useful information.Despite current conditions, nearly 65% of respondents have NOT had a negative experience with company representatives.When asked if their interaction with agents yielded timely and relevant information, 2/3 of the respondents replied “yes”.On the lighter side, people are able to burn calories while on hold. The number one activity people report doing while on hold is walking around the house or apartment (45%).74% said they would prefer that a call center have a historical record of their past interactions.50% of respondents fully expect the organization to have some clue as to why they are calling (intent detection).“This data shows we are in the middle of a perfect storm. People are reaching out to organizations in record numbers using their voice as a primary means of communicating and they expect to be heard and not put on hold,” said Umesh Sachdev, CEO and Co-founder of Uniphore. “The fact remains that technical innovations can absolutely solve these issues and do it in a cost-effective way by leveraging conversational service automation. This can help ensure every voice is heard by using machine learning and natural language processing to understand intent and automate processes.”Survey Background
This survey was completed during the second week of April, 2020 as the country continued its lockdown. The survey was administered online and included a random sampling of 1,000 people from across the United States.
About Uniphore:Uniphore is the global leader in Conversational Service Automation with offices in the U.S., India and Asia. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation. So that every voice, on every call, is truly heard.Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. Conversational Automation & Analytics, Conversational Assistant and Conversational Security elevate how enterprises support and engage their customers, build loyalty and realize efficiencies.For more information, please visit www.uniphore.com and connect with us on LinkedIn, TwitterFacebook, and Instagram.For more details contact: US
Rob Barlow, Uniphore
Mobile: 408.221.1561 India / Asia Pacific:
Nawaz Mohammed, Uniphore,
+91 9980251596

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China Mobile and Global Mobile Operators Explore Pathways to a More Intelligent Future at Global Partnership Executive Conference

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SHANGHAI, June 26, 2024 /PRNewswire/ — China Mobile held the Global Partnership Executive Conference under the Hand-in-Hand Program (hi-H Program) with the theme of “Hand-in-Hand, Leap Forward in Intelligent Future” on 25 June during MWC Shanghai 2024.

The conference was attended by 78 operators from over 30 countries and regions, with more than 300 executives and industrial experts. It featured keynote speeches, a fireside chat, roundtable discussions, and a launch ceremony, reflecting a new chapter of cooperation with international operator partners. Mr. Gao Tongqing, Executive Vice President of China Mobile, attended the conference and delivered a speech.
Mr. Gao Tongqing stated that China Mobile is actively promoting cooperation with overseas operators, building high-quality capabilities, and empowering global partners each other. 
Firstly, China Mobile is continuously building digital intelligent infrastructure. It has more than 1.9 million 5G base stations, with nearly 800 million 5G package users and serving more than 25 million industry customers and over 30,000 5G commercial users, while accelerating the development of innovative products.
Secondly, China Mobile promotes the integration of AI into the businesses and has developed the “Jiutian Zhongqing” foundation model, which has been deployed in more than 10,000 “AI+” projects across dozens of industries.
Thirdly, China Mobile is actively advancing digital intelligent capabilities for global partners, providing high quality products and empowering partners in areas such as 5G private networks and industry applications, to create shared success.
The keynote addresses delivered by China Mobile, Orange Wholesale International, Singtel, e& and TIM Brasil provided a powerful vision for the transformation required for the telecoms industries to thrive in the hyper-connected, technology-driven landscape.
Emmanuel Rochas, CEO of Orange Wholesale International, set the tone by emphasizing the critical importance of forging strategic partnerships and collaborative ecosystems. He asserted, “Strategic collaboration has become crucial for traditional carriers in today’s fast-paced business environment. By drawing on the expertise of partners from diverse industries, operators can stay ahead of new technologies, adapt to evolving markets and effectively serve their customers high expectation towards connectivity services – achieving significant business impact.”
Echoing this sentiment, Anna Yip, Deputy CEO of Singtel Singapore, underscored the pivotal role that the telecommunications sector plays in enabling the emergence of new strategic industries through the transformative power of 5G and AI. She stated, “The telecom industry plays a pivotal role in the emergence of new strategic industries based on transformative technologies like 5G and artificial intelligence. By forging impactful partnerships, we unlock new opportunities for businesses and help economies and communities tackle complex global challenges.”
“As customer expectations continue to rapidly evolve in our digital-first world, organizations must undergo profound transformations to stay competitive and deliver exceptional experiences,” said Rashid Ali Al Ali, Senior Vice President International Data of e&. “By embedding a true customer-centric mindset into our business strategy, operations, and culture, we are able to anticipate and meet the changing needs of our customers, driving sustainable growth for our company.”
Alberto Griselli, CEO of TIM Brasil, further explored how telecom operators can expand beyond connectivity-centric offerings to unlock new revenue streams and transform the future. “Developing innovative, value-added solutions that address evolving customer needs and pain points will position telcos as key enablers of the digital economy. Promoting digital transformation, we have an opportunity to contribute to building a more inclusive and diverse society and moving towards a more circular, low-carbon future,” he said.
Under the theme “Collaborate to Innovate, Shape the Intelligent Future” leading telecom operators from around the world gathered for an exclusive ceremony to celebrate their shared commitment to “Going Global”. This prestigious event featured distinguished guests from companies such as e&, Singtel, TIM Brasil, CTM, and SmarTone to strengthen existing partnership and forge new alliances that will shape the intelligent future of telecommunications. With a vision to chart the course for the future of international partnerships, through this event, China Mobile aims to infuse new energy into the global telecom ecosystem and showcase the power of collaboration in leaping forward in the intelligent future.
About China Mobile International Limited
China Mobile International Limited (CMI) is a wholly owned subsidiary of China Mobile. In order to provide high quality services to meet the growing demand in the international market, China Mobile established CMI in December 2010, headquartered in Hong Kong, China. CMI has expanded its footprint in 38 countries and regions. Leveraging the strong support by China Mobile, CMI is a trusted partner that provides comprehensive international information services and solutions to enterprises, carriers and mobile users. please visit www.cmi.chinamobile.com
About Hand-in-Hand Program
Established in 2015 by China Mobile, the Hand-in-Hand Program (“hi-H Program”) is a global partnership initiative which brings together various organizations from across the telecoms sector under the shared vision of providing seamless, borderless products and services worldwide. By gathering major players from different sectors together, hi-H combines strengths from across the industry to enhance each member’s ability to overcome challenges and adapt to industry changes.
About GTI
GTI, founded in 2011, has been dedicated to constructing a robust ecosystem of TD-LTE, speeding up the commercialization of TD-LTE and promoting the convergence of LTE TDD and FDD. As 4G evolves to 5G, GTI 2.0 was officially launched at the GTI Summit 2016 during the Mobile World Congress 2016 in Barcelona, aiming not only to further promote the evolution of TD-LTE and its global deployment, but also fostering a cross-industry innovative and a synergistic 5G ecosystem.
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Marketing Intelligence Platform Funnel Acquires Measurement Firm Adtriba

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The acquisition combines Funnel’s data collection and analysis acumen with Adtriba’s complex machine-learning measurement tools, optimized for the likes of Adidas and Sony
STOCKHOLM, Sweden and HAMBURG, Germany, June 26, 2024 /PRNewswire/ — Funnel (www.funnel.io), the marketing intelligence platform, has today announced its acquisition of the marketing measurement company Adtriba (www.adtriba.com). The move expands and enhances Funnel’s product offering, building on its core Data Hub and visualization to offer more advanced marketing analytics and Unified Marketing Measurement (UMM). The acquisition consolidates Funnel’s position as a global frontrunner in marketing intelligence with the company generating more than $50 million in Annual Recurring Revenue (ARR). 

At a time when it is becoming increasingly complicated to collect, analyze and measure marketing data from online and offline channels, this acquisition strengthens the sophistication of Funnel’s marketing insights. Funnel’s thousands of customers will be provided with a market-first integrated measurement technology, based on Adtriba’s capabilities, within one unified platform. 
Marketing is often a company’s biggest investment, and yet many elements of advertising campaign effectiveness remain intangible and unquantifiable to the marketers who design them. Working with the likes of Adidas, Sony, FlixBus and Samsung, Funnel and Adtriba’s combined solution accurately identifies the impact of budgetary spend and campaign ROI through an AI-powered model that triangulates marketing mix modelling (MMM), multi-touch attribution (MTA) and incrementality testing methodologies.
In 2021, the marketing attribution software market was valued at $3.1 billion, boosted by the expansion of online marketing channels and emerging technologies such as cloud computing and AI-powered solutions. Growing at a CAGR of 15.5% from 2022 to 2031, the market is projected to reach $12.9 billion by 2031. 
Fusing Data Intelligence and Machine Learning
Founded in Stockholm in 2014, Funnel has grown to over 300 employees and is trusted by globally recognized brands such as Home Depot and Uber, as well as agency clients across B2B and B2C like Publicis and Havas. Data gleaned from every marketing channel, from Google Ads to LinkedIn, Salesforce to Facebook Ads, is collated and presented across easy-to-use dashboards in Funnel’s Data Hub to support companies with the gathering, reporting and exporting of information. 
Hamburg-headquartered Adtriba has grown to 18 employees since launching in 2015 and has been used by multinational companies like FlixBus and Montblanc for data-driven marketing measurement and optimization across all channels.
In the coming months, Adtriba’s software will be fully incorporated into Funnel’s platform, creating an integrated marketing intelligence platform for measurement and ‘triangulation’ through blending MMM, MTA and incrementality testing methodologies. Combining these methodologies is the best way to measure marketing activities accurately and to determine what is working and why. With more businesses shifting from pure performance marketing to holistic full-funnel approaches, it is crucial to track marketing spending impact, particularly in the upper funnel. 
Measurement has been largely inaccessible to companies due to its perceived cost, complexity, and lack of real-time updates. Restrictions on third-party cookies, privacy and data collection on iOS and Android, and relying on last-click tracking have all made measuring more difficult. By integrating Adtriba’s proprietary, machine-learning-powered measurement technology into Funnel’s Marketing Intelligence platform, measurement becomes faster, more affordable, and more accurate, removing barriers to entry for marketers. This holistic marketing measurement, referred to as UMM, is at the forefront of data analytics and has previously been restricted to larger enterprises.
Partnership-turned-Full Acquisition
Owing to Funnel and Adtriba’s multi-year partnership that predates this deal, the acquisition is a natural step towards the delivery of a robust solution for existing and future customers, providing a strong and technologically sound value-add.
As before, the workforces at both companies will continue their activity in Sweden and Germany respectively. Adtriba’s employees will contribute to the Funnel product team and maintain their Hamburg office, and the marketing and sales teams will merge. Both companies’ existing customers will be shared after this acquisition without disrupting Funnel and Adtriba’s product offerings. 
As soon as this fall, Funnel’s Marketing Intelligence platform will be greatly enhanced by Adtriba’s solution, expanding the scope for what brands can do with their marketing budgets and offering solution partners a broader, more deeply integrated platform.
Fredrik Skantze, CEO of Funnel, says: “It is one thing to offer clients data and information about their marketing spend; it is quite another to give them marketing intelligence. Add to this Adtriba’s proprietary, world-class measurement technology and this is a very powerful tool for marketers. At Funnel, we are bold in wanting to be the definitive Marketing Intelligence Platform. Through this acquisition, we are well on the way to achieving that goal. If our previous partnership with Adtriba is any indication, I am more than confident this deal will be a success. We are pleased to be welcoming Adtriba’s team to Funnel and we cannot wait to begin the integration of our technologies.”
Adtriba CEO János Moldvay — who will become VP of Measurement at Funnel — adds, “As Adtriba continues to compete in the measurement technology arena, we are thrilled to announce this next step in our journey. Measurement platforms are dependent on accurate, and timely data that shows a complete picture, something that is out of reach for many businesses in our space. However, through our previous partnership with Funnel, we identified their Data Hub as a key differentiator for our measurement product. By integrating Adtriba into Funnel’s Marketing Intelligence platform, Adtriba will more effectively compete in the measurement market and access a large base of data-driven companies at the top of their game.”
About Funnel
Founded in Stockholm in 2014 by Fredrik Skantze (CEO) and Per Made (CMO), Funnel (www.funnel.io) is the Marketing Intelligence Platform that is trusted by globally recognized brands such as Adidas and Sony. Funnel’s unique Data Hub serves as the foundation for marketing reporting for thousands of organizations. With its cutting-edge platform, users can automatically collect, model, visualize, and analyze data from over 500 marketing platforms. The firm has grown to over 300 employees and generated over $50M in ARR in 2023, consistently featuring in the FT 1000 list of Europe’s fastest-growing companies.
About Adtriba 
Adtriba (www.adtriba.com) is a Hamburg-headquartered marketing measurement business founded by János Moldvay (CEO) in 2015. Adtriba measures the impact of budgetary spend and campaign ROI through a machine-learning-powered model that triangulates marketing mix modelling, multi-touch attribution and incrementality testing marketing methodologies. Used by the likes of FlixBus and Montblanc, the company has grown to 18 employees. 
Press Contact detailsBill Cropper, [email protected], +44 7305 592555Carl Ronander, [email protected] , +46768836266
This information was brought to you by Cision http://news.cision.com
https://news.cision.com/funnel/r/marketing-intelligence-platform-funnel-acquires-measurement-firm-adtriba,c4005564
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Wondershare Filmora Premieres Documentary ‘Gen Z in Action’ to celebrate VidCon 2024: A Deep Dive into the Minds Shaping Influencer Culture, Content Creation, and AI

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VANCOUVER, BC, June 26, 2024 /PRNewswire/ — In celebration of the 15th anniversary of VidCon and 19 years of YouTube, Wondershare Filmora, a leading video editing software company, is proud to announce the release of its new documentary, “Gen Z in Action.” This insightful film delves into the lives of Gen Z content creators, showcasing their dedication, innovation, and the unique challenges they face in today’s digital landscape. 

Filmed in Vancouver, BC, the documentary features in-depth interviews with over 10 Gen Z creators who have found fame and success in photography, music, and cosplay. Among the highlighted creators are Fearfiction, a dedicated cosplayer; Mathew, a relentless musician; and Maxwell, an emerging photographer. These individuals share their journeys, providing a candid look into their lives, work, and creative processes. 
“Gen Z in Action” also explores content creation, digital nativity, the effects of AI and influencer culture, and the future of the generation as they explore, define, and create a new era for society. 
Christy, VP of Wondershare, expressed her enthusiasm for the project, stating, “At Wondershare, we believe in the power of creativity and the importance of providing creative tools to the voices of the next generation. ‘Gen Z in Action’ not only highlights the incredible talents and innovations of Gen Z creators but also challenges the misconceptions often associated with them. We are excited to share their stories and inspire others to see the potential and drive that this generation brings to the AI era.” 
Alongside the documentary, Wondershare Filmora has published a white paper titled “Gen Z in Action.” Based on a survey of nearly 1,000 Gen Zers, this paper dives into their world, showcasing their dedication and innovation while debunking misconceptions about Gen Z. The documentary emphasizes their creativity, diligence, and passion to grow in their own way.  
About Filmora 
Filmora is designed with its user in mind, featuring smoother performance and an intuitive user interface. With advanced AI functions, over 220,000 creative assets, commercially available music, 3D LUTs, effects, and pre-set templates, you have everything you need to perfect your creative vision. Filmora is available on iOS, Android, macOS, and Windows. To try it for free, visit filmora.wondershare.com. Follow Wondershare Filmora on YouTube, TikTok, Instagram, and Facebook to learn more 
About Wondershare 
Wondershare is globally recognized as a software company committed to delivering innovative solutions for personal and professional use. As a leader in creativity and productivity products, Wondershare has received prestigious awards from organizations such as The Shorty Awards, G2, and GetApp. At Wondershare, the mission is to empower individuals to pursue their passions and build a more creative world. With over 100 million users across 150 countries, users can access a wide range of software solutions for video editing, PDF editing, data recovery, diagram and mind mapping, and more. 
Media Contact: [email protected] 
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