Top Stories in CX: Salesforce Unveils LLM Benchmark, Microsoft Abandons Copilot Pro, BT Signs Deal with ServiceNow
In the world of customer experience (CX), there is never a dull moment. This past week has been particularly exciting, with major players like Salesforce, Microsoft, and BT making significant announcements that are sure to shake up the industry.
Let’s start with Salesforce, who has just unveiled the “world’s first” LLM Benchmark for CRM. This new solution allows Salesforce customers to rank LLM models on a leaderboard to choose the best option for their generative AI use case. With criteria like accuracy, speed, cost, and trust & safety, businesses can make informed decisions when selecting LLMs. This innovation is set to revolutionize how businesses leverage AI in their customer service and sales operations.
On the other hand, Microsoft made headlines by announcing the discontinuation of its Copilot Pro GPT Builder after just three months. This move signals a shift in focus towards commercial and enterprise scenarios, hinting at the challenges of monetizing AI capabilities in consumer applications. It will be interesting to see how this decision impacts Microsoft’s AI strategy moving forward.
Meanwhile, BT Group has signed a multi-year agreement with ServiceNow to enhance customer and employee experiences. By leveraging ServiceNow’s Service Management portfolio, BT aims to streamline its operations and improve customer service. The use of AI-powered solutions like Now Assist for Telecom Service Management demonstrates BT’s commitment to innovation in the telecom industry.
In the midst of all these exciting developments, contact centers continue to face challenges in handling angry customers. Despite advancements in AI and GenAI, issues like short staffing and long wait times persist. However, contact centers are now turning to AI-powered voice filters to address these issues head-on. This technology has the potential to revolutionize how contact centers manage customer interactions and improve overall customer satisfaction.
Overall, it’s clear that the world of CX is constantly evolving, with new technologies and strategies shaping the way businesses interact with their customers. As we look towards the future, it will be fascinating to see how these innovations continue to transform the customer experience landscape. Stay tuned for more updates on the latest CX news and trends!
