Waterfield Tech

Generative AI voicebots will transform business operations more than any other tech before.

www.linkedin.com

Generative AI is a true intelligence. But it's still an immature technology.

Here's an inside look at how outsmarts humans in various fields.

And it's only getting better, faster, and cheaper. 😮

Generative AI is Better, Cheaper, and Faster than You Think. Generative AI is a true intelligence. But it's still an immature technology.Here's an inside look at how OpenAI's GPT-4 outsmarts humans in various fields.Th...

58% of conversational AI deployments fail to meet KPIs.

It doesn't have to be this way. 💡

If you aren't leveraging conversational AI and virtual agents to their full potential, you're falling behind.

Provide personalized and efficient customer service that leaves a lasting impression - all while cutting costs. 👇

Virtual Agents as a Service - Waterfield Tech Our team works with you to define your AI strategy then outfits you with the right tech, design, and AI training to help you meet your goals.

Generative AI is doing more than cutting costs... It's fully reshaping customer service roles from the top down.

Insight of the Week: Escape agent churn with generative AI By Kerry Robinson This is a drastic simplification, but most contact centers are staffed a bit like this… At the bottom, we’ve got Junior agents. They hit the floor after a few weeks of training.

Looking to better understand machine learning?

In our latest series, Kerry Robinson explains the 3 main phases of contact center AI, and why they matter. 👇

The 3 Phases of Generative AI in the Contact Center (Gen AI Journey) Looking to better understand machine learning?In our latest series, our AI expert Kerry Robinson explains the 3 main phases of contact center AI, and why the...

Unlocking the Secrets of AI Fine-Tuning: Dive into the world of fine-tuned AI models and learn how they're reshaping customer interactions and business strategies.

Insight of the Week: The Power of AI Fine Tuning By Kerry Robinson I’ve said before that it’s GPT4 or the highway, but there are some drawbacks. GPT4 is expensive… like 15 times more expensive than the open-source LLaMA 2 according to the Martian leaderboard: Source: Martian Leaderboard by output token price And it’s slow, like more than 4...

Let's make 2024 a year to remember with Waterfield Tech.

Think of us not just as your tech provider, but as a partner who's committed to your success. We're here to help you turn those big dreams into reality. With the right team behind you, there’s no limit to what we can achieve.

Cheers to growing, innovating, and winning together!

Chatbots can maximize efficiency in the contact center. 🤖

Here's how ChatGPT can impact your customer service.

Click the link below to read the full blog. 👇

https://medium.com/.tech/how-to-use-chatgpt-for-customer-service-990790b00a92

Curious about the future of AI? Discover how Generative AI is reshaping the contact center landscape.

10 Truths to Navigate the GenAI Transition There have been three main waves of AI in the contact center:

In the evolving landscape of contact center management, it’s time to look beyond the conventional use of AI for mere automation.

AI's true potential lies in its ability to provide comprehensive insights into every interaction, transforming not just how we automate, but how we assist, learn, and optimize our processes. From uncovering product issues to identifying training needs and enhancing agent performance, AI is the key to unlocking a wealth of actionable data.

This technology isn't just about efficiency; it's about intelligent adaptation and strategic decision-making that propel businesses forward.

As we embrace AI in workforce management, we're not just automating tasks; we're setting new standards for excellence and redefining the future of customer engagement.

Explore the multifaceted benefits of AI with us and learn how to seamlessly integrate these insights into your business strategy for superior outcomes.

Applied AI - Waterfield Tech Equipping You For AI Success. Think of Waterfield Tech as your AI outfitter, providing everything you need for your AI journey. We’ll identify possibilities beyond the hype, show how they apply to you, and deliver the right technology in the right place to make a real difference. Talk To Us

AI made simple - explaining ChatGPT to a 5 year-old.

LinkedIn: Log In or Sign Up 1 billion members | Manage your professional identity. Build and engage with your professional network. Access knowledge, insights and opportunities.

Take on 2024 with the power of Waterfield Tech. We're not just a provider; we're your partner in pursuit of excellence.

Together, let’s make resolutions a reality and embark on a journey of extraordinary achievements. When we team up, every goal is within reach.

Excited for a year filled with growth, partnership, and shared victories!

Waterfield Tech | Your Trusted Contact Center Solutions Provider Waterfield Tech is a global customer experience tech and services provider spanning the leading CCaaS, conversational AI, and WEM platforms.

Unlock the Future: Dive into the realm of personal AI transforming the way we discover products.

GPT-5 and Pi.ai are at the forefront. Intrigued? Continue reading to explore the new era of customer experience.

Insight of the Week: SEO for AI By Kerry Robinson Google changed the way people research products and services. New companies were born out of the potential for optimizing search results.

Generative AI knows how we speak. It's capable of handling complex, nuanced interactions.

And it can deliver the human touch. 👇

Generative AI Blocker Busting: The Human Touch Generative artificial intelligence knows how we speak. It's capable of handling complex, nuanced interactions. In different languages.And it can deliver the ...

Make no mistake, AI is the future.

But it is also the biggest bandwagon on the planet, with challenges and misunderstanding derailing true opportunities and return on investment.

So how do you keep from getting swept away in the flow or lost in the fog?

Applied AI from Waterfield Tech.

We use cutting-edge tech to drive value and provide strong solutions. We work closely with our partner, Alvaria, to continue to bring your company great results.

Alvaria - Waterfield Tech We’ve partnered with Alvaria to deliver enterprise-scale workforce engagement solutions. Combining Alvaria’s comprehensive workforce optimization and customer experience technology with our customer-centric approach and technical expertise, we deliver solutions that drive great customer experien...

In their recent State of Data and Analytics report, Salesforce claim that 77% of business leaders are worried their company is missing out on generative AI's benefits.

The sense of concern among the contact center leaders I've spoken with recently is palpable. Everyone is under pressure to leverage generative AI.

So they're coming to us for advice. "We want to leverage the latest generative AI", they say. Then they ask:

Which CCaaS platform should I buy?
What knowledge management product do you recommend?
Who's got the best agent-assist solution?

But these are the wrong questions. Unless you're OpenAI, Google, Microsoft, and the like, Generative AI is not a product.

It's a core technology, that powers products: Like a database. Or cloud computing. Or a programming language.

Right now, the products built with generative AI are shallow wrappers of core Generative AI techniques, like Retrieval Augmented Generation (RAG), which is the technical term for using AI to answer questions using content from documents, websites, and other sources. Or they're very specific applications of generative AI as specific functions in a product: like generating AI summaries from a call or chat.

But things are moving sooooo fast! If your CCaaS or Knowledge management, or CRM vendor has a specific generative AI feature that you like, great, use it.

But just because they have that specific feature, doesn't mean you're no longer 'missing out on generative AI's benefits' as 77% of business leaders believe they are.

The impact of generative AI can and should be significantly more than an auto-generated summary. Your aspirations should not, and need not be limited by the product roadmap of your contact center vendor.

Here's an example of the direction things are moving:

Back in July last year we launched Terry, my AI clone. Terry was trained on all of the emails in the Teaching Robots to Talk series. It's a simple but effective application of RAG.

I first built a concept demo of Terry in raw Python code. It took a few hours with coding assistance from ChatGPT because I'm an exceptionally mediocre programmer.

That showed what was possible: you could ask Terry a question, and he (or it?) would answer using relevant pieces of all these emails I write. It was impressive!

But it wasn't something we could deploy. We considered building our own solution but ultimately found a pre-built solution from a tiny startup. They had a ridiculously expensive cost per message, but we wanted to get Terry out there fast. So we went with it.

But now, OpenAI has its Assistants API and Microsoft has its co-pilots studio. I can - and have - rebuilt Terry on both platforms in about 15 minutes!

I can - and have - built conversation summarizers with the same tools. And tools to suggest responses to agents. And to delve deep into conversational data to extract insights.

The point is, you don't need to wait for your CCaaS, CRM, or Knowledge Management vendor to add these capabilities. Nor do you need to buy a new CCaaS, CRM, or KM solution to get access to these capabilities. You can do it directly in the major AI platforms.

So what does this mean for your Generative AI aspirations?

My recommendation is: Don't go shopping. Go on a journey.

Go alone with your team, or with a vendor who can prepare you, travel with you, and guide you (and yes, we'd be delighted to do so!)

Understand what Generative AI is capable of: explore what's possible with Open AI assistants or Microsoft co-pilots.

Explore potential use cases in your contact center: how can generative AI automate interactions with customers, assist agents, and extract insights from your data?

And integrate what works with the AI exoskeleton approach that I covered a few weeks back.

In time, successful generative AI use cases will become established and may get integrated into the contact center technologies you buy and use. But that's a way off, and will always be a step or two behind the latest and greatest. If you want to get ahead of that 77%, take advantage of the 'composability' of the cloud to leverage core generative AI platforms.

Enjoy the exploration, and if you think you might benefit from an experienced guide, sign up for a complementary 90-minute strategy workshop and we’ll help you plot a course that ensures your business is not missing out on generative AI's benefits.

Waiting on your vendor for Generative AI integration?

You might be falling behind. Discover why taking the lead matters. 👇

https://youtu.be/e-cgv_5qItI

Generative AI Blocker Busting: Waiting for my Vendor Join us in this insightful exploration of Generative AI (Gen AI) in contact center environments. In this video we address the common hesitations and challeng...

It’s just another hype cycle, this generative AI stuff. Maybe it’s best to wait for the buzz to settle and then consider diving in. Well, not really.

The hype is justified, this technology is a game-changer.

Generative AI- What's Stopping You? - Waterfield Tech Embark on the early waves of the generative AI revolution, debunking myths of it being too early or just another hype cycle. Discover how generative AI seamlessly integrates without migration hassles, its surprising affordability, and undeniable effectiveness. Learn how it functions, find ideal use....

In collaboration with our strategic partner, Calabrio, we are committed to delivering an exceptional experience for your customers. Together, we're enhancing customer engagement and satisfaction.

Calabrio - Waterfield Tech We’ve partnered with Calabrio to help businesses maximize agent engagement, exceed customer expectations, and boost efficiency. Combining Calabrio’s comprehensive workforce optimization technology with our customer-centric approach and cross-platform expertise, we deliver solutions that accelera...

Customer service is changing. Fast. We surveyed industry leaders to see what they think will happen next.

Generative AI: Decision Time! In a world of exponential growth, businesses must choose their path. Disrupt the norm, keep up with the trends, or wait it out cautiously.

Insight of the Week: Decision Time for Generative AI By Kerry Robinson "In any moment of decision, the best thing you can do is the right thing, the next best thing is the wrong thing, and the worst thing you can do is nothing." This is my favorite quote, credited to Theodore Roosevelt.

Did you know that we partner with industry leaders across tech to bring your customers the best possible experience? One of our partners, Calabrio, is helping us do just that.

https://waterfieldtech.com/partners/calabrio/

Customer service is a bug. Not a feature. Here's why.👇

If product and service discovery were perfect. If the purchase process was faultless. If delivery was perfect every time, and instantaneous. There would be no need for customer service.

If the setup and use of every product was seamless. If products never went wrong. If services never failed to hit the mark. You wouldn’t need a contact center.

Customers only need customer services when something goes wrong.

They can’t find the product they needed. There was a problem at checkout.

Delivery was delayed. Or the item arrived damaged. Or perished. Or it didn’t work.

The customer couldn’t get the product to work. Or it broke. Or service was intermittent. Or unavailable.

That’s when customers call, text, or chat.

So much of the obsession with customer service is misplaced. Much of the focus on customer experience is misguided.

When a customer calls or texts or chats… it’s too late. Something already went wrong. The best you can hope for is to make the experience less painful.

So should we close the contact center and focus on improving our products, so customers don’t need customer services?

Nope, because we just can’t afford to create perfect products. There will always be corner cases that weren’t anticipated, and problems that cannot be cost-effectively eliminated.

But if we think a bit differently, we can leverage the contact center to drive improvements in our business, and the products and services we deliver.

Think of your contact center as a bug-reporting system. Every day, thousands, maybe millions of customers are calling, texting, or chatting because something went wrong.

These aren’t idle conversations. They’re bug reports that shine a light on problems in your business.

For every bug report (contact) you should be asking:

What went wrong? What caused this person to take time out of their day to speak with us when they almost certainly had better things to do with that time?

How could we eliminate the problem that led to that call?

How could we identify this situation and automatically text our customers so they don’t need to text us?

How could a chatbot have answered their query instantaneously, so they didn’t need to chat with an agent?

There’s nothing new about this approach. Bill Price, Amazon’s first SVP of Customer Service, advocated for all of this 15 years ago in his book: The Best Service is No Service.

But back then it was a lot harder to get the data and analyze it deeply enough to figure out how to eliminate, simplify, or automate different contact types.

Today we have much better tools at our disposal. The big-data revolution means that we have more customer data than we could possibly imagine: transcripts of every call, and a CRM that never forgets.

And now we have powerful new AI tools to help us make sense of that data. We recently analyzed over 1.6k text message conversations between a major US brand and their clients.

We used Microsoft Azure’s redaction service to remove personal info. Then Open AI’s ChatGPT successor — GPT4 — to analyze each conversation and pull out key topics.

Then we zoomed in on the top contact reasons and had GPT-4 analyze the transcripts of just those topics to pull out the steps in the conversation.

It quickly became clear that the majority of these interactions could be automated with a generative AI-powered chatbot.🤖

Are you using your customer-generated ‘bug reports’ to identify opportunities to eliminate, simplify, or automate customer services in your business?🧐

Here's how to utilize generative AI while keeping precious data secure.

Generative AI Blocker Busting: Leak Our Data (Using Middleware to Keep Data Secure while Using AI) Welcome to our latest video where we tackle common misconceptions and blockers in deploying Generative AI (Gen AI) in business settings. Drawing parallels to...

Have you heard about our partnership with Cisco? We work hand in hand to bring valuable results and increase efficiencies in your company. Check out exactly how we collaborate.

Cisco - Waterfield Tech We’ve partnered with Cisco to deliver secure, enterprise-grade solutions to our customers around the globe. Combining Cisco’s comprehensive network, security, and contact center tech with our customer-centric approach and technical expertise, we deliver bespoke CX solutions that help our largest...

Don't leave your customer journey to chance. Our consulting services specialize in helping businesses truly understand their customer experience. With our expertise, you can map out a clear plan, enhance touchpoints, and ensure your future ROI hits the mark.

Consulting - Waterfield Tech Our contact center consulting services can take you from unsure to unstoppable by revealing quick wins, areas of immediate opportunity, and a long-term strategy for success.

Reflecting on the rapid tech evolution in AI, crypto, robotics, and clean energy—an era termed the 'Exponential Age'. It promises boundless possibilities but also raises questions about aligning diverse values.

Read more about the transformative 'Exponential Age'!

www.linkedin.com

Last Chance! As the year draws to a close, it's the perfect moment to reflect and plan ahead. Our end-of-year sale is here to offer you the best in technology - from top-brand laptops to essential servers, all at 10% off. Let's make sure you enter 2024 equipped with the tools you need for success.

End of Year Sale - Waterfield Tech Save 10% on hardware purchases including laptops, servers, wireless access points, headsets, and more now through December 31st.