Top AI News Stories of the Week: AWS, Verint, Kore.ai, Twilio

Are you ready to dive into the latest advancements in AI technology? From AWS embedding generative AI capabilities in its CCaaS platform to Verint acquiring Cogito for real-time agent coaching, the world of artificial intelligence is evolving rapidly.

Let’s start with AWS, which has introduced a host of GenAI capabilities in Amazon Connect, covering self-service, proactive outreach, conversational analytics, and more. This move sets the stage for the upcoming re:Invent conference, promising to enhance customer experiences and reduce costs for organizations. With the introduction of Amazon Q, a virtual assistant supporting contact center agents, AWS is now enabling direct customer interactions with AI agents, similar to market rivals like Five9 and Cisco Webex.

Verint’s acquisition of Cogito brings real-time agent coaching and guidance solutions to the table, allowing for the development of a CX/EX Scoring Bot that tracks and scores customer-agent interactions in real time. The sophistication of Cogito’s AI technology sets Verint apart in the contact center AI space, offering valuable insights for supervisors and resource planners to improve team performance and make targeted operational decisions.

Kore.ai has launched the Agentic AI Platform: AI for Work, enabling organizations to automate enterprise communications and everyday tasks through autonomous AI agents. With a no-code offering, enterprise leaders can build agents that collaborate to automate complex workflows, providing significant potential for automation across the enterprise.

Twilio’s extension of Linked Audiences to Amazon Redshift users allows for seamless data integration and audience segmentation, empowering brands to personalize marketing campaigns at scale. By linking Segment unified profiles to Redshift warehouse data, data teams can create dynamic audience payloads for personalized campaigns, driving impactful results for businesses.

As the AI landscape continues to evolve, these latest developments showcase the power of technology to transform customer experiences, streamline operations, and drive business growth. Stay tuned for more updates on the cutting-edge innovations shaping the future of AI.