Microsoft reimagines customer engagement with conversational AI Partner Content
Interactive displays and QR codes are also enhancing in-store shopping experiences, creating a seamless integration between online and offline channels. Meanwhile, conversational AI agents are becoming increasingly sophisticated, providing real-time customer support, answering questions, and offering personalized recommendations. These advancements not only improve the shopping experience but also help businesses stay competitive in an ever-evolving market.
From Infrastructure to Intelligence
Customers need to feel confident that their data is being used responsibly and that AI-generated content is accurate and authentic. One survey noted that 62% of consumers would immediately try AI-driven personalized alerts to help avoid fees, showing that engagement efforts that clearly benefit the customer are warmly welcomed. For over two decades CMSWire, produced by Simpler Media Group, has been the world’s leading community of digital customer experience professionals. CCaaS buyers increasingly view vendors as strategic partners who integrate systems and deliver AI capabilities — not just platforms for managing call flows. The contact center has long been viewed as a cost center — something to optimize, route, and contain.
- For instance, NatWest (UK) saw its chatbot, Cora, manage millions of conversations that not only answered questions but also guided customers to relevant services.
- For example, Brazil’s Nubank (one of the largest digital banks) offers a self-service model in which customers can do “everything from paying a bill or raising their credit limit to setting travel notices” via the app.
- Additional vendors analyzed include UJET, Enghouse, Puzzel, Vonage, Intermedia, Salesforce, Google, Call Center Studio and Diabolocom.
- Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations.
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A discussion of trends in innovation management within financial institutions, and the key processes, technology and cultural shifts driving innovation. NatWest’s Cora+ was trained with safeguards (in partnership with IBM) to avoid the pitfalls of open AI models (like inaccurate “hallucinations” or bias), emphasizing trust and reliability in its answers. In the U.S., banks were more cautious but still active in exploring generative AI for support. With the availability of AI Agents and Tools in AWS Marketplace, customers can significantly accelerate their procurement process to drive AI innovation, reducing the time needed for vendor evaluations and complex negotiations. With centralized purchasing using AWS accounts, customers maintain visibility and control over licensing, payments, and access through AWS.
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This human-in-the-loop approach ensured that while AI handles the heavy load, the human touch remains essential for sensitive matters. In 2024, many banks rolled out or upgraded chat services (e.g., in-app chat, WhatsApp banking, etc.) in which AI would be the first to respond. The J.D. Power 2024 banking satisfaction study found that while overall satisfaction with big banks rose, the one area that saw a dip was when customers tried to contact the bank through self-service digital channels for help. This suggests that some banks’ self-service tools in 2024 still left a gap when customers had more detailed questions or problems. Banks are learning from this, enhancing their knowledge bases and making AI bots more context-aware so they can handle nuanced inquiries. In the US, Bank of America (BofA) expanded the capabilities of its virtual assistant, “Erica,” to allow in-app money transfers and more complex queries, further reducing the need to visit a branch or ATM.
For instance, AI can detect when a customer is having difficulty navigating an app (through behavior patterns) and proactively offer simplified explanations or switch to a voice-assisted mode. In the UK, NatWest’s Cora not only answered routine questions but also helped perform transactions, effectively handling workload equivalent to thousands of support agents. Cora handled 11.2 million retail banking conversations in 2024, matching the scale of their human-assisted contacts. For example, Capital One’s Eno can proactively warn customers about suspected fraud or duplicate charges, engaging them in real-time via text message. This kind of AI-driven engagement keeps customers continuously connected with their finances and with the bank’s app. As a result, BofA saw users logging in on average more than once per day, and digital interactions overall jumped by double digits year-over-year.
For example, AI can analyze a customer’s browsing history, purchase patterns, and even real-time interactions to suggest complementary products or services. This level of personalization not only enhances customer satisfaction but also increases the likelihood of additional purchases, driving revenue growth for businesses. By using AI-driven insights, you can create a more engaging and efficient shopping experience that keeps customers coming back. AI has become an integral part of modern eCommerce platforms, allowing businesses to provide smarter, more intuitive shopping experiences. Conversational AI, such as chatbots and virtual assistants, allows customers to interact with brands seamlessly, simplifying product searches and facilitating direct purchases.
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And at Wells Fargo, the new AI assistant, “Fargo,” was introduced to simplify everyday banking tasks in the mobile app, contributing to a staggering 245.4 million customer interactions via the assistant in its first year. Customers increasingly prefer to handle their banking needs digitally, without having to visit a branch or call a helpline for routine tasks. Banks used AI to make these self-service options smarter, more intuitive and more comprehensive than ever. This press release contains forward-looking statements within the meaning of the United States Private Securities Litigation Reform Act of 1995.
Under Adachi’s leadership, FamilyMart has maintained consistent sales growth for 42 consecutive months and launched innovative campaigns and collaborations that have boosted both revenue and brand visibility. This snapshot summarizes the key performance metrics from the 2025 Contact Center as a Service Worldwide Market Share Report, highlighting the role of AI vendor rankings and global projections. Additional vendors analyzed include UJET, Enghouse, Puzzel, Vonage, Intermedia, Salesforce, Google, Call Center Studio and Diabolocom.
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