Last week, I attended AWS re:Invent 2024 with 60,000 of my closest friends. We were there to catch up on the latest and greatest in the cloud, particularly AI. One of the more interesting sessions was on the topic of the “Internet of Agents” by Vijoy Pandey, SVP/GM of Outshift by Cisco. For those unfamiliar with Outshift, it’s an internal incubator at Cisco focused on emerging technology in agentic AI, quantum networking, and next-gen infrastructure.
No industry has more variables impacting customer service than airlines. Weather issues, mechanical problems, staffing, and other factors can delay or cancel flights. Bags can also get lost, prices can change, and planes can be oversold. This high level of unpredictability creates tension and customer service issues. Additionally, outdated systems, disconnected workflows, and limited self-service options have contributed to long wait times, customer frustration, and high operational costs.
SIPPIO, a voice enablement provider for resellers, recently announced an AI-based business intelligence tool built into the SIPPIO Portal. It is the first use of AI I have seen to improve the process of producing and quoting orders. The tool processes tasks, provides insights, and makes changes using natural language interactions. The new offering, SIPPIO Beacon, is in preview with select partners and will be available early next year.
Recently, Talkdesk held its first analyst summit in a few years. During the event, the analysts got a deep dive into the company’s strategy, opportunities, and roadmap. Overall, it was a positive experience; it solidified some of my thoughts about the company and made me reconsider others. Below are six of the key thoughts I had coming out of the event.
CX start-up Zingly recently announced a suite of AI solutions for banking, financial services, and insurance (BFS) institutions that underscore AI’s increasing role in enhancing operational efficiency and revenue growth through personalized customer engagement in a complex and highly regulated sector. The solution should enable institutions to deliver personalized customer experiences while ensuring compliance with industry regulations.