How Generative AI Is Making Customer Experience Worse [Forbes]
TTEC Holdings, Inc. (TTEC)
Last ttec holdings, inc. earnings: 3/4 05:10 pm
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Source: Forbes
ChatGPT was one of the fastest-adopted technologies in history, acquiring 100 million users in just weeks. It quickly gained adoption in all corners of business, academia and everyday life. It was so widely adopted that even children on iPads were able to use it, and, generally, the answers provided were useful and intelligible in a way that had not been seen before. The Expectation Gap Thus, the problem. It was so well accepted that consumers started to expect generative AI-level responses from customer service bots. Instead, consumers are still presented with very narrow-scoped chatbots that don't know anything about them and often, it seems, don't cover the topics being sought, causing high failure rates and transfers to live agents. While chatbots and interactive voice response (IVR) technologies have advanced significantly in the past decade, they are still often a "cheaper cost channel" for the brand and not actually a more effortless experience, as highlighted in the book
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TTEC
News
- TTEC and Bright Software unveil AI-enhanced learning solution to elevate contact center associate performance [Yahoo! Finance]Yahoo! Finance
- TTEC and Bright Software unveil AI-enhanced learning solution to elevate contact center associate performancePR Newswire
- TTEC Schedules First Quarter 2024 Earnings Release and Webcast of Investor Conference Call [Yahoo! Finance]Yahoo! Finance
- TTEC Schedules First Quarter 2024 Earnings Release and Webcast of Investor Conference CallPR Newswire
- TTEC takes home Gold Stevie® Award for thought leadership driven by innovations in AI-enhanced customer experience [Yahoo! Finance]Yahoo! Finance
TTEC
Earnings
- 2/29/24 - Beat
TTEC
Sec Filings
- 4/16/24 - Form 4
- 4/16/24 - Form 4
- 4/11/24 - Form ARS
- TTEC's page on the SEC website