Welcome to this week’s edition of No Jitter Roll, where we present a comprehensive overview of the latest product developments in the dynamic realms of communication and collaboration. We kick off this week by spotlighting several major advancements, including Accenture’s cutting-edge Gen AI cybersecurity services and capabilities, H2O.ai’s innovative enhancements to their h2oGPTe platform, Pega’s significant updates to the Pega GenAI Blueprint, and Tray.ai’s latest features in the Universal Automation Cloud.
This week, we’re also excited to report on a series of impactful partnerships, highlighted by Microsoft’s initiatives alongside ServiceNow for optimizing front-office processes, collaboration with Snowflake to accelerate AI application development, and a strategic alliance with C3 AI focused on facilitating Enterprise AI integration.
Our feature reports include an insightful exploration from Qualtrics on the financial repercussions stemming from poor customer experience and an in-depth analysis by Hyperscience concerning the current landscape of Gen AI adoption projected for 2024.
For quick navigation, refer to the links below to access specific sections:
Accenture amplifies cybersecurity with Gen AI services
Accenture is leading the charge by introducing transformative Gen AI cybersecurity services and capabilities. These include innovative offerings such as Secure AI Solutions, Deepfake Protection, Business Cyber Crisis Recovery, and a robust Quantum Security Suite.
- Secure AI Solutions provides comprehensive frameworks for safeguarding access, data, models, and infrastructure. The service emphasizes trust-by-design approaches to AI systems and employs sophisticated red-teaming strategies and adversarial simulations to identify vulnerabilities within AI architectures.
- Deepfake Protection offers protective measures that include security testing, monitoring capabilities, and detection tools specifically targeting deepfake threats.
- Business Cyber Crisis Recovery is a cloud-based offering empowering executives to restore compromised infrastructures quickly and mitigate the damage from cyber incidents effectively.
- Quantum Security Suite includes strategic services aimed at formulating defenses against algorithmic vulnerabilities leveraging quantum-safe solutions validated by the U.S. National Institute of Standards and Technology.
H2O.ai launches Agentic AI innovations
H2O.ai has made strides in AI technology by integrating Predictive AI and Generative AI features into its h2oGPTe platform. This platform incorporates an advanced multi-agent system adept at autonomously handling intricate tasks by leveraging large language models (LLMs) to perform extensive web research, predictive analytics, and iterative code execution. Additional groundbreaking features include comprehensive model risk management systems, citation-based verification for retrieval-augmented generation (RAG), customizable safety guardrails for AI operations, and intricate multimodal analysis of audio and visual data.
Pega enhances its Gen AI capabilities
Pegasystems Inc. has announced new capabilities within its Pega GenAI Blueprint platform aimed at enhancing operational efficiency. Notable features include:
- A sophisticated system analysis that identifies process inefficiencies while uncovering optimization opportunities.
- Automated analysis of data definition language (.DDL) files, enabling the generation of structured data models for apps by depicting data objects, fields, and their interrelations.
- Intelligent analysis of Open API documents formatted in YAML (.yaml) to facilitate the creation of data object frameworks.
Tray.ai makes significant advancements
Tray.ai has unveiled powerful new capabilities within the Universal Automation Cloud. These innovations enable the transformation of unstructured data through Tray.ai’s Vector Tables, allowing effective management for chatbots, AI assistants, agents, retrieval-augmented generation (RAG), and various AI use cases. Furthermore, the Universal Automation Cloud harnesses the newest trends in Intelligent Document Processing (IDP) via Merlin to apply AI methodologies across business documentation and workflows. Among other advancements, Inline Functions have been introduced to simplify code-free processing for intricate data transformations, coupled with GenAI-generated summaries for workflows to enhance real-time documentation capabilities.
ServiceNow and Microsoft enhance collaboration for modern business
ServiceNow and Microsoft have expanded their collaboration by integrating Microsoft Copilot with ServiceNow’s AI agents, which is expected to elevate front-office business processes to new heights. This integration aims to empower ServiceNow’s AI agents to efficiently resolve customer inquiries within the Copilot framework, thereby connecting backend workflows seamlessly. Additionally, Copilot’s functionality will optimize user interactions through automation, allowing AI agents to deliver immediate assistance on complex issues.
Jon Sigler, Senior Vice President for Platform and AI at ServiceNow, noted, “By combining our strengths, we’re enabling organizations to harness AI and automation in ways that fundamentally change how they work—reducing complexity, driving productivity, and helping teams move faster.”
Snowflake engages with Microsoft for AI development
Snowflake and Microsoft have announced a strategic enhancement of their partnership, linking the Snowflake Power Platform with the Microsoft Power Platform. This collaboration will provide bi-directional access to Snowflake’s AI Data Cloud and Dataverse, designed for enterprise data management. By integrating these platforms, developers using Microsoft Power Apps will benefit from seamless access to data curated by Snowflake, thereby reducing their reliance on extensive resource and infrastructure management, ultimately enhancing efficiency for IT and analytics leaders.
“This integration allows developers to leverage the capabilities of both Snowflake and Microsoft to develop powerful AI-first applications in the Power Platform and Copilot Studio,” stated Charles Lamanna, Corporate Vice President for Business and Industry Copilot at Microsoft.
C3 AI collaborates with Microsoft for enterprise AI growth
C3 AI and Microsoft have strengthened their partnership with a focus on accelerating Enterprise AI adoption on Microsoft Azure. This latest agreement ensures that C3 AI’s suite of enterprise software applications, particularly C3 Generative AI, will be readily accessible via Microsoft’s Commercial Cloud Portal.
Poor customer experience translates to substantial losses
Research conducted by Qualtrics indicates that organizations worldwide face staggering risks amounting to $3.8 trillion in potential sales losses due to inadequate customer experiences. Notably, 53% of consumers revealed they are likely to reduce their spending as a direct consequence of negative service encounters. The primary grievances highlighted include service delivery challenges (46%), ineffective communication (45%), and poor employee interactions (39%).
Hyperscience explores Gen AI adoption trends
Hyperscience has published a compelling new report discussing the state of Gen AI adoption anticipated for 2024. The findings reveal that:
- Only 52% of enterprises are leveraging Gen AI for document processing tasks.
- A considerable 77% of IT leaders acknowledge they are not fully maximizing available data for training AI systems.
- Interestingly, 75% of organizations reported that Small Language Models (SLMs) demonstrate superior performance compared to Large Language Models (LLMs) in aspects of speed, cost efficiency, ROI, and accuracy.
Mitel Introduces New Mitel CX Platform powered by GenAI — Mitel modernizes its contact center platform with a fully featured, ‘next-generation CX’ platform that enhances user experience.
Amazon Connect Updates Proactive Engagement Personalization — AWS Amazon Connect Outbound Campaigns merges AI and machine learning to create enhanced proactive communication solutions incorporating dynamically updated data capabilities.
Slack Templates Target the Improvable and Repeatable Parts of Jobs — In this Q&A, Olivia Grace, Senior Director of Product Management at Slack, articulates how automating repetitive tasks can significantly free up team members to focus on more meaningful work.
The Dawn of AI Litigation: What CCaaS and UCaaS Implementers Need to Know — As vendors redefine their roles in customer communications, the ramifications of their data handling policies may lead to increased scrutiny and visibility.
No Jitter Midroll: Microsoft Debuts More AI Agents — Microsoft Ignite kicks off with numerous updates to current products alongside the introduction of new features for Copilot.
No Jitter Midroll: Salesforce Launches Agentforce Testing Center — Salesforce’s Agentforce Testing Center empowers customers to assess and monitor the performance of AI agents effectively.
Automating Agent Wellness: Reducing Burnout, Improving CSAT — Automated tools designed to enhance agent wellbeing, including intelligent scheduling and automatic shift adjustments, have potential to significantly elevate morale within contact center environments.
AR/VR’s Role in Business Collaboration — Targeted applications of augmented and virtual reality (AR/VR) offer promising avenues for enhancing collaborative efforts.
Enterprise Connect is thrilled to announce the upcoming 2025 Luminary Keynote featuring Mike Massimino, former NASA astronaut, New York Times bestselling author, and Columbia University professor. Massimino utilizes humor to inspire audiences to find their passion, leverage teamwork and innovation for problem-solving, and persistently pursue their goals.
How can organizations ensure regulatory compliance when implementing AI-driven tools in their customer service operations?
— A report outlines the implications of AI litigation for Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) providers, emphasizing the need for comprehensive understanding of legal landscapes in AI technology usage.
Key Insights
- The evolution of AI technologies is reshaping customer service and operational dynamics across various industries.
- Investments in AI-driven tools are essential for optimizing customer experiences and streamlining backend processes.
- Organizations must improve their strategies around AI usage for better data management, ensuring regulatory compliance and risk management.
Future Trends
- The integration of advanced AI capabilities will continue to transform how businesses manage customer interactions and internal processes.
- Enterprises are encouraged to harness Gen AI and related technologies for strategic advantages in competitive landscapes.
- Focus on employee training and adaptation will be crucial as companies implement AI solutions to enhance productivity and engagement.
This evolving landscape invites organizations to embrace innovative technologies for continuous improvement and sustained growth.
