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11/04/2025

https://gamma.app/docs/Thoughtly-Transforming-Customer-Service-Through-AI-bxcff2oofsk0jzl?mode=doc

28/03/2025

𝐓𝐢𝐫𝐞𝐝 𝐨𝐟 𝐡𝐢𝐠𝐡 𝐨𝐯𝐞𝐫𝐡𝐞𝐚𝐝𝐬 𝐨𝐧 𝐲𝐨𝐮𝐫 𝐒𝐃𝐑 𝐭𝐞𝐚𝐦?

NMD, powered by Thoughtly.ai, offers AI voice agents that handle both outbound and inbound calls, significantly reducing costs while ensuring consistent lead engagement. Maximize your conversions and free up your human team for strategic tasks. Message me now to organize a demo and see the difference AI can make.

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https://www.linkedin.com/pulse/revolutionizing-sales-strategic-advantage-ai-voice-agents-mark-burke-himec

The landscape of sales and customer engagement is rapidly transforming, with Artificial Intelligence (AI) emerging as a pivotal force driving significant changes in how businesses interact with potential and existing clients. This evolution is particularly evident in the realm of lead conversion, a

17/10/2024

Have you ever imagined a world where your work tasks are completed before you even have a chance to grab a cup of coffee? That reality is now possible with the help of AI agents. These autonomous digital assistants are here to revolutionize the way businesses operate, saving time, boosting productivity, and improving customer satisfaction.

This technology transformation, led by companies like Salesforce, is reshaping the future of work. In no time, every organization will have their own team of digital agents working alongside human employees. It's a monumental shift that will not only improve corporate growth and profit margins, but also enhance the way businesses innovate and bring products and services to market.

One of the key factors that have made this possible is the connection between agents and data. By utilizing an organization's collected data, such as CRM records, telemetry, emails, and more, AI agents can deliver informed insights and recommendations and take the right actions on their own. This means they can update CRM records, schedule follow-up meetings, and even resolve customer inquiries without human intervention.

But it's not just about data - AI agents also have the ability to reason, almost like human beings. The Agentforce Atlas Reasoning Engine is the "brain" behind these agents, using advanced retrieval augmentation generation (RAG) to analyze information and determine the best actions to complete tasks. This has been put to the test by leading global publisher Wiley, who saw a 40% to 50% increase in case resolution using Agentforce for Service during their busiest time of year.

No two companies are alike, and that's where customization comes in. With low-code tools, any organization can build, customize, and deploy their own agents quickly and easily. By defining topics, creating natural language instructions, and customizing prompt templates, these AI agents can be tailored to fit specific company needs and requests.

The future of work is AI-driven, and it's time to embrace it. With autonomous AI agents, routine tasks will be taken care of, freeing up human employees to focus on strategic and creative work. This next wave of AI is not just about completing tasks, but about redefining how businesses operate. So say goodbye to basic assistants and copilots, and welcome the power of AI agents into your organization.

14/10/2024

Many companies are now incorporating generative artificial intelligence (Gen AI) into their customer service operations, transforming how they design and implement customer experience strategies.

“One of the big things we see is, today, 80% of queries that come into the contact centre are handled by humans, and 20% is AI. We see that transforming to 80% AI and 20% humans in the next five to eight years,” says Rashid Khan, co-founder and chief product officer of Yellow.ai.

Yellow.ai, headquartered in California, provides an AI platform for automating customer support experiences across chat and voice.

Rashid says that Level 1 queries, such as asking to track orders or finding a store’s location, are being automated with AI to give customers faster responses.

iCar Asia, Carsome’s ecosystem company, is among the companies that Yellow.ai has helped with its customer interaction by increasing its customer satisfaction score by 40%. This has been largely due to the swift and accurate responses from its AI.

Logistics companies like DHL too have saved costs from having more automation within the business.

Rashid explains that for instances where a human agent may not possess the full understanding of the trends or landscape surrounding a product, an AI can step in and fill the gap with its existing trove of information.

To address the more complex queries that come in, Rashid expresses that while AI will continue to be used for higher-level queries, its role will be an assistant for the human agent.

Rather than having Gen AI perform a one-man show, queries above Level 2 will be responded to by human agents, but AI will be helping the agent gather and consolidate data at fast speeds.

One aspect people are sceptical about having AI in customer service is due to the choppy handovers between AI and human agents, but Yellow.ai is pioneering a solution for this issue.

Previously, when a conversation with an AI chatbot requires human intervention, the message logs would be transferred to an agent but the assigned worker might not have the full context of the customer’s situation, resulting in a repeat of information.

What has widely been done is for the systems to hand off the current ticket to the human agent, but Yellow.ai is looking into having the AI send tasks to the agent who will hold the power of making the final decision.

“Instead of assigning the ticket to a human, it will just assign a task to a human. Let’s say the agent approves \[a request\] but documentation is needed; the bot will orchestrate that on behalf of the agent and give that response back to the consumer,” Rashid explains.

With such drastic advancements to technology within the past few years, the cost of not bridging this technological gap will be much larger than before. The failure to adapt to these changes could result in disinterest from consumers, which could in turn see a decline in market share.

As AI continues to develop, a trend Rashid sees in upcoming customer experience strategies involves the launch of a digital AI avatar to be the face of a brand and he equates this to the phenomenon demonstrated by K-Pop idols.

“If more consumers are feeling that they need a one-to-one connection with a brand and they can connect better with the brand if there is a persona to it, then I definitely think there would be companies that will help in solving for that demand.”

14/10/2024

Salesforce is launching a new version of Marketing Cloud it says will connect the dots between customer relations management (CRM) software, artificial intelligence (AI) tools, and first-party data to give small business clients a much-needed advantage.

The new Marketing Cloud Growth is a marketing automation platform connected to Salesforce’s Einstein 1 CRM software and first-party data service Data Cloud, the latter of which the company is now offering for free with select plans.

Generative AI is used by many small business owners to automate tasks ranging from writing social media posts to data analysis. However, without access to a company’s data, most AI platforms are unable to create content tailored to a brand’s unique audiences.

Salesforce created Marketing Cloud Growth to ensure entrepreneurs can leverage their customer data to design AI-generated content that meets their specific needs. As Steve Hammond, executive vice president and general manager of Salesforce Marketing Cloud, explained: “By bringing CRM, AI, and data together in one place, these innovations empower businesses to deliver the compelling connected experiences customers expect.”

Marketing Cloud Growth is the latest in a series of platforms produced by industry-leading companies intended to help small business clients increase growth through technologies such as AI. Earlier this week, GoDaddy launched a generative AI service [called Airo](https://www.asbn.com/articles/godaddy-airo-helps-small-business-owners-design-websites-with-ai/), which primarily designs website content for entrepreneurs who purchase a domain through its registry. Over the last year, e-commerce platforms such as Amazon and Shopify have released [similar products](https://www.asbn.com/articles/amazon-developing-artificial-intelligence-tool-for-product-descriptions/) targeted toward digital retailers who sell through their platforms.

While small business owners are hardly starved for choice when it comes to AI, not every platform is suited for every firm. Furthermore, companies may [use their client’s data](https://ilsr.org/fact-sheet-how-breaking-up-amazon-can-empower-small-business/) to further their own goals. Choosing the right option is necessary to drive growth, which is why entrepreneurs should carefully weigh the pros and cons before committing to an AI service from a larger firm, especially those who restrict services to customers already paying to use their platform.

14/10/2024

Mobile Marketing Magazine sits down with Blake Miller, Senior Director of Product Marketing at Salesforce Marketing Cloud to discuss prioritising data security, streamlining mobile campaigns for efficiency and cross-channel marketing challenges.

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For [the marketing automation company,](https://mobilemarketingmagazine.com/salesforce-agrees-to-acquire-slack-for-27-7bn/) taking a platform approach is essential for brands looking to optimise their mobile campaigns. Miller emphasises viewing mobile as a device with multiple channels and encourages marketers to create customer journeys using real-time data.

For Salesforce Marketing Cloud this means marketers can “confidently auto-generate personalised content at scale and across multiple channels to meaningfully engage with their customers,” he tells _Mobile Marketing Magazine._

Miller uses [Marks & Spencer](https://mobilemarketingmagazine.com/ms-bt-vodafone/) as an example, which personalises millions of daily interactions with shoppers.

“It’s important that every one of our customers knows that relevant and effective guardrails are already in place to limit hallucinations and bias, reinforce privacy and robust data governance, and deliver results.”

Empowering ecommerce via innovation
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Salesforce Marketing Cloud recently unveiled innovations aimed at helping retail marketers harness real-time data and AI for trusted, connected commerce experiences.

Features such as segment and content creation for Marketing Cloud engagement empower retailers to build segments effortlessly and automatically create personalised visual content, he reveals.

“We empower marketers to create customer journeys, using real-time data, connecting with users on their preferred mobile channel, for some customers that maybe [WhatsApp](https://mobilemarketingmagazine.com/whatsapp-dentsu/) or SMS and others may engage mostly in a brand’s app.

“Marketers want to be able to use the same AI-powered journeys across every channel so they can focus on delivering customer success by engaging customers where they are and building loyalty.”

[Speaking of AI](https://mobilemarketingmagazine.com/category/ai/), Miller reveals the tool plays a pivotal part in the company’s strategy.

[](https://yodelmobile.com/)[](https://yodelmobile.com/)

This year, Salesforce Marketing Cloud integrated both generative and predictive AI capabilities into its strategy. As a result, Miller claims utilising AI across the entire campaign lifecycle is revolutionising how companies interact with their marketing systems.

He says: “Data Cloud for Marketing supplies marketers with trusted first-party data so they can leverage AI to scale content, personalisation, and analytics across their campaigns.”

Prioritising data security
--------------------------

Miller also highlights the [importance of accurate and quality data,](https://mobilemarketingmagazine.com/gen-ai-data/) citing recent Salesforce research that identified marketers’ primary concern with Generative AI as the need for trusted customer data.

As a result, 63% of people said trusted customer data is required for generative AI to work.

However, Salesforce believes that through initiatives such as its [Einstein Trust Layer](https://www.salesforce.com/products/secure-ai/), ensure data privacy and security standards are maintained while “benefiting from generative AI”.

Staying ahead through collaboration
-----------------------------------

“Salesforce works closely with our customers and partners to understand how they are engaging with their customers on mobile channels and how we can help them leverage data and AI to improve how they connect with customers across every interaction,” he states.

By understanding how businesses engage with their customers on mobile channels, Salesforce can help them leverage data and AI to enhance interactions.

He notes: “The really exciting opportunity with the advancements in AI, is marketers are going to be able to be more strategic and creative.

“For example with generative AI, brands can build out lots of versions of content really quickly to test across different channels and use AI-powered insights to optimise marketing campaigns.

“AI is going to unleash Marketers’ creativity and greatly improve the customer experience,” Miller states.

12/10/2022

The best video editing software in October 2022

Get slick and professional footage by using the best video editing software available today.

Deploying the best video editing software enabled you to transform raw footage into slick, polished videos. The drawback is the cost, as it's rarely cheap, so where you should spend your money comes down to your level of experience and how you're going to use the video editing software.

Get slick and professional footage by using the best video editing software available today.

12/10/2022

Artificial intelligence (AI) tools are revolutionizing nearly every sector, including marketing. Many companies of all sizes are relying on AI marketing tools to promote their brands and businesses. They should be part of any business plan, whether you’re an individual or organization, and they have the potential to take your marketing strategy to the next level.

Artificial intelligence (AI) tools are revolutionizing nearly every sector, including marketing. Many companies of all sizes are relying on AI marketing tools to promote their brands and businesses. They should be part of any business plan, whether you're an individual or organization, and they have