Amazon Web Services Inc. today debuted a suite of Contact Center Intelligence services that customers can use to add more intelligence to their contact center operations.

AWS CCI is a combination of services that enables companies to bring machine learning capabilities including text-to-speech, language comprehension, translation, enterprise search, business intelligence and chatbots to their contact centers. These capabilities can be used to help with tasks such as self-service, live-call analytics and agent assist, and post-call analytics, Amazon said.

In a blog post, AWS developer advocate Alejandra Quetzalli said the AWS CCI services are being made available through partners such as Genesys Telecommunications Laboratories, Inc., Vonage Holdings Corp. and UiPath Inc. and integrated with existing enterprise contact center systems.

The services are designed to aid companies in various aspects of their contact center workflows, Quetzalli said.

For example, the Self-Service solution is meant to help companies create chatbots and interactive voice response systems that can handle some of the most common queries contact centers receive, enabling human operators to focus on other tasks. Quetzalli said customers will need to employ this capability with the company’s Amazon Lex service for building chatbots, and Amazon Kendra, an enterprise search service the chatbots can use to find the answers to people’s queries.

“The novelty of this solution is that Lex + Kendra not only fulfills transactional queries (i.e. book a hotel room or reset my password), but also addresses the long tail of customers questions whose answers live in enterprises knowledge systems,” Quetzalli said.

Meanwhile, Live Call Analytics & Agent Assist enables contact center staff to get a better understanding of what a caller is asking for. The service relies on Amazon Transcribe for real-time speech transcription and Amazon Comprehend to analyze conversations to detect caller’s sentiments and any key phrases that might be pertinent. In addition, Live Call Analytics & Agent Assist can tap into Amazon Translate if the caller is unable to speak the operator’s language.

Finally, the Post-Call Analytics tool carries out automatic analysis of call center conversations and provides insights that can be used to improve the service they offer. It also leverages Amazon Transcribe and Amazon Comprehend, as well as Amazon Kendra.

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AWS has announced Contact Center Intelligence (CCI) solutions—a combination of services powered by AWS’s machine learning technology to help enterprises add ML-based intelligence to their contact centers.

AWS CCI solutions let organizations leverage machine learning functionality such as text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension in their current contact center environments. Customers can now implement contact center intelligence machine learning solutions to aid self-service, live-call analytics and agent assist, and post-call analytics.

The new solutions were announced in an Amazon News blog post by AWS developer advocate Alejandra Quetzalli.

Currently, AWS CCI solutions are available through partners such as Genesys, Vonage, and UiPath for integration into existing enterprise contact center systems.

CCI offers contact center solutions through AWS pre-trained machine learning services to aid at a variety of points in the contact center workflow. The solutions are focused on three stages of the contact center workflow: Self-Service, Live Call Analytics and Agent Assist, and Post-Call Analytics.

Self-Service: Amazon Lex and/or Amazon Kendra support self-service by integrating chatbot and ML-driven IVRs (interactive voice response) responses for contact centers’ most common customer questions.
Live Call Analytics & Agent Assist: Enables the creation of real-time machine learning capabilities through Amazon Transcribe and Amazon Comprehend to drive staff productivity and engagement.
Post-Call Analytics: Uses AWS speech and text services, Amazon Transcribe, Translate, Comprehend, and Kendra, to automatically translate and analyze customer conversations for feedback loops, improving customer service.

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A very short release note issued in July 2020 marked a quiet end to Salesforce’s Einstein Voice Assistant. The end-of-life notice, effective as of July 10, applied to the mobile app for iOS and Android-based smartphones, as well as the “Setup for this feature in Lightning Experience.” The Einstein Voice Assistant was introduced with Salesforce’s characteristic fanfare at Dreamforce 2018. Its relatively quick demise surprised almost nobody with serious plans for voice-based Intelligent Assistants because, upon close investigation, it was a shallow UI that was little more than a conversational skin for existing applications.

In 2018, Einstein Voice Assistant was part of a much more expansive role that Salesforce described for Einstein Voice Services. At the time, Einstein was positioned as a “smart CRM assistant across sales, service, marketing commerce and more.” The expectations were very high. Reality, in the form of commoditization, set in by 2019. It became clear that automated speech recognition (ASR) and text-to-speech (TTS) are mere building blocks that virtually all developers expect to incorporate into their Voice User Interfaces (VUIs). The power shifted to tools and services that simplify the development efforts of enterprise employees, system integrators and business process outsourcers.

The Amazon Connect Connection
As the third quarter of 2020 approaches, Salesforce’s decision to deprecate Einstein Voice Assistant doesn’t mean that it is abandoning its “Voice Rules!” attitude. Quite the contrary. The giant of cloud-based CRM has realized that the future of both Conversational AI and UI reside in the giant of e-commerce’s own service cloud. To be fair, it had explicitly revealed this roadmap at Dreamforce 2019 in this document describing “Hey Einstein” as the wake up word that brings voice search and command-and-control “tailored to any role or industry”, giving every customer or employee his or her own voice guide. Salesforce’s Service Cloud Voice is the foundation for “Hey Einstein”. The tools and pre-configured “Einstein Voice Skills” provide the primitives for an admin or developer to create voice assistants to perform such tasks as updating a field, creating a task or reading out a forecast.

The developers using Salesforce Service Cloud Voice have come to appreciate deep integrations into Amazon Web Services (AWS), specifically its a la carte Contact Center as a Service (CCaaS), Amazon Connect took top billing in anticipation of enterprises’ need for services that combine old-guard voice processing, call processing and NLU/ML with a portfolio of “AI powered speech analytics”, a set of capabilities that included transcription, translation, categorization and sentiment analysis… all included in AWS’ cloud.

Even though we live in a “multi-cloud” world, it is more and more obvious that Amazon Connect is Salesforce’s preferred CCaaS provider. This release makes it clear that, even though Salesforce sees value in providing enterprises with their choice of providers for National Language Processing, Machine Learning and Analytics, AWS has preferred position. In so many words, “Amazon Connect is also providing powerful AI-powered speech analytics, using Amazon Transcribe, Amazon Translate and Amazon Comprehend, to surface sentiment analysis, speed text transcription, and translation into preferred languages, directly to agents through Service Cloud Voice.”

The connection to Einstein is also explicit. “Salesforce Einstein uses information from these real-time transcripts to give the agent recommended answers, contextual knowledge articles, and next best actions for the customer, all within the Service Cloud console. Clearly, AWS has agreed that Salesforce had won the battle for real estate on each agents screen and that Einstein has a role to play as a source of information and advice to agents.

Viewing Customer Data Through Amazon’s Contact Lens
Meanwhile AWS has stepped up development of a new AI-based analytic offering called Contact Lens, designed to provide access to such functions as transcription, insights (key phrases) or redaction with the click of a “check box” in the Amazon Connect Control panel. Instead of having to invoke Amazon Lex (for speech recognition, text-to-speech and NLP) or shopping for individual “Lambda Functions” to carry out specific tasks, Contact Lens combines selected functions to serve specific use cases.

One of the promising use cases that Amazon execs described to us is “call disposition.” It is a horizontal application for post-call processing of transcribed content. Rather than taking up an agents time to compose descriptions of the purpose of a call (usually selecting from a checklist of outcomes), Contact Lens prepares one based on its transcription. It can provide a more accurate account of the topics covered, assurance of compliance with laws, rules and policy, and a listing of any commitements that an agent has made on behalf of the company.

TTEC Acquiring An Amazon Connect Accelerator: VoiceFoundry
As if on cue, one of the longest-standing Business Process Outsourcers (BPOs) in the world is acquiring a company that is dedicated to simplifying and speeding Amazon Connect integration for global enterprises. Denver-based TTEC enters an agreement to purchase VoiceFoundry to integrate into its Humanifytm CX Cloud. VoiceFoundry had been part of Waterfield Technologies portfolio of companies. In was among the first communications consultants and integrators to focus on developing personnel, best practices, tools, APIs and connectors specifically to simplify and accelerate migration to Amazon Connect.

Waterfield’s experience with building connectors from enterprise contact centers to AWS goes back more than three years, which means it pre-dates the formal launch of Amazon Connect. It became one of the first Amazon Connect resellers on a global basis and built a staff of designers and consultants responsible for some of the first integrations with Salesforce, ServiceNow, ZenDesk and other popular platforms. It employs a set of migration tools that, according to the TTEC press release, no comprise an enterprise-grade API integration and deployment platform, including Humanify’s intelligent administration, orchestration, analytics, and automation solutions.

Most important is the new path to market and the CRM cloud giant’s role. TTEC’s Humanifytm Cloud will “seamlessly leverage the power of Salesforce’s Service Cloud + Amazon Connect to offer out-of-the-box contact center solutions sold by Salesforce” (the italics are mine).

It’s All About CXaaS and CSA Now
There’s a new competitive landscape emerging in the “CX as a Service” World. Opus Research will be issuing a quick succession of posts about the competitive responses from Genesys (Engage Cloud), Cisco, NICE, Five9 and others. As the focus rightfully moves to resources that speed up delivery of automated Intelligent Assistants that span multiple channels and modes, expect both competition and innovation to come from the Conversational Service Automation (CSA) domain, including Uniphore and Thrio.

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As we prepare to turn the calendar from one decade to the next, Big Tech looms larger than ever. And that’s not necessarily a good thing.

The first names that leapt to mind were all tech leaders. And looking through the replies, I was hardly alone.

So my next question was, naturally, which of them could actually become a supervillain?

Here are a few who are either fine or just not quite evil enough to do it: Tim Cook (Apple), Jack Dorsey (Twitter), Susan Wojcicki (YouTube), Satya Nadella (Microsoft), Marc Benioff (Salesforce), and Sundar Pichai (Google).

There are others – like former Uber chief Travis Kalanick and ousted WeWork head Adam Neumann – who have yet to prove their longevity.

Mark Zuckerberg gets a dishonorable mention. Facebook has been evil, enabling harassment, violence in Sri Lanka and Myanmar, the spread of fake news in 2016, the Cambridge Analytica scandal, and, well, take your pick, really. But for all the stupid things Zuckerberg has done or allowed to happen, it’s just that, bless his heart, he just doesn’t have what it takes to become a supervillain.

He talks about curbing hate speech but then twists himself in knots talking about free speech. He partners with ultra-right-wing outlet Breitbart and then walks face first into getting excoriated by Alexandria Ocasio-Cortez on national television. He careens from one side of an issue to the other so fast, it’s amazing he can keep the lights on at Facebook at all. He’s a bumbling CEO who’s lost control.

In the end, there are three tech leaders that stand at the precipice of supervillainy heading into the 2020s and they’re all three pretty damn powerful.

Elon Musk (CEO of Tesla and SpaceX)

Of the three people on this list, Musk is probably the least likely to become a supervillain. His worst transgressions fall into pretty ho-hum corporate misdeed categories like union-busting, the occasional copyright violation, defamation claims, and smoking weed.

And he’s certainly earned the right to say, “I told you so,” if AI takes over the world.

But Musk could still become a supervillain (maybe controlling the AI!). It’s not hard to imagine him biding his time, waiting for Tesla cars to become more prevalent, and then: BAM.

He takes control of all Teslas on the road. He uses SpaceX to take over President Trump’s Space Force and his ground forces utilize Cybertrucks as tanks. And his army’s weapons? Those flamethrowers, of course. Meanwhile, he uses all his tunnels to move from one base to the other, always evading capture thanks to his Hyperloop trains.

Musk has been sending weird tweets and Baby Yoda memes as a smokescreen all along, laying the groundwork for his takeover.

Jeff Bezos (CEO of Amazon, founder of Blue Origin)

Admit it: Jeff Bezos was either the first or second person that came to your mind for this list, partly due to his Amazon empire, but also because he physically resembles Lex Luthor.

Depending on the day (or hour), Jeff Bezos is the richest person in the world. And yet Amazon workers face horrible working conditions, Amazon has participated in union-busting, and part-time employees at Amazon-owned Whole Foods recently had their benefits cut.

He’s already dumping money by the truck-load into his SpaceX competitor, Blue Origin. And he could pour billions into developing supervillain tech and not make a dent in his savings. And given what’s already out there, that’s a scary thought.

And let’s try not to think about how a supervillain could wield the surveillance capabilities of Amazon’s Alexa or Ring. Or the fact that Bezos and Amazon have already strong-armed Seattle over taxes (not to say anything about that HQ2 mess).

Is Bezos evil? I don’t know. But I do know that Bezos’ stranglehold on our daily lives continues to grow: from Amazon’s retail dominance to its growing influence in entertainment with Prime Video to his ownership of The Washington Post, one of the most storied newspapers in the country.

All we can really judge Bezos on is the available evidence of how he treats people. And, so far, it’s not great.

Is Peter Thiel the tech leader most likely to become a supervillain?

Enough money to fund a dozen armies? Check.

In favor of monopolies? Check.

Holds a position of influence with Facebook? Check.

Is leveraging that position to stop Facebook from fact-checking political ads? Check.

Founded a company that, like Facebook, has become notorious for the way it mines data and tracks people? Check.

Has a relationship with a much-maligned presidential administration that seems intent on limiting the free press? Check.

Once wrote the sentence, “I no longer believe that freedom and democracy are compatible”? Check.

Has a doomsday escape in the far corner of the globe? Check.

Look, I’m not saying Peter Thiel is definitely going to become a supervillain. (I’ve seen what he does to things on the internet that he does not like.)

I’m just saying I disagree with suggestions to the contrary.

That’s all.

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Livongo Members can now connect their smartwatches to the Livongo mobile app to receive real-time Livongo notifications on the surface of their choice enabling Livongo to provide more timely and relevant information to Members and their care teams.

Smartwatches are one of the fastest growing new technologies today and it is estimated that one in six people in the United States own a smartwatch1. These new integrations allow Livongo to offer Members behavioral Health Nudges and health information directly to their smartwatch. In addition, Livongo now offers Members the ability to sync their steps data from their Apple, Fitbit, or Samsung smartwatches with their Livongo app. This data enables Livongo’s AI+AI engine to provide more personalized activity-related insights.

Livongo’s smartwatch integration is the latest example of how the company is applying innovative technology to the Livongo Member experience. In February, Livongo announced that it will leverage Amazon Lex and Amazon Polly to power its voice-enabled cellular blood pressure monitoring system. Two months later, Livongo announced a collaboration with Amazon Alexa to offer its Members the ability to ask any of their Alexa-enabled devices to provide their blood glucose readings and health tips via the new HIPAA-compliant Livongo skill.

Our smartwatch integration allows us to capture information from our Members, add it to our AI+AI engine, and return actionable, personalized, and timely information back to them, said Dr. Jennifer Schneider, M.D., M.S., President of Livongo. By offering another way to access personalized health insights, we are able to more easily influence positive behavior change, which we know can lead to better health.

As part of the new smartwatch integration, Livongo now offers notifications for interactive challenges. These challenges are designed to empower Members to form healthy lifestyle habits that support their diabetes management and other chronic conditions in areas such as nutrition, exercise, sleep, stress management, and more. Each challenge lasts five days and is designed to enable sustainable lifestyle behavior changes that are known to drive measurable clinical outcomes by providing Members with specific and achievable goals, tools for tracking progress, and daily educational content. Examples of current challenges include incorporating walking into a daily routine or replacing sugary beverages with water. Livongo is able to anticipate potential barriers that Members might face during their behavior change journey and uses educational content to proactively address those barriers.

We are excited to offer our Members the opportunity to conveniently access valuable health information and Health Nudges using their existing smartwatch devices, said Livongo Chief Product Officer Amar Kendale. As we continue to expand our Applied Health Signals platform, we can use the integration to aggregate more important health data that we can then interpret to better understand the unique needs of our Members.

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Ctc Llc increased its stake in Amazon Com Inc (AMZN) by 4068.92% based on its latest 2019Q1 regulatory filing with the SEC. Ctc Llc bought 215,897 shares as the company’s stock rose 14.09% with the market. The institutional investor held 221,203 shares of the consumer services company at the end of 2019Q1, valued at $393.91 million, up from 5,306 at the end of the previous reported quarter. Ctc Llc who had been investing in Amazon Com Inc for a number of months, seems to be bullish on the $888.18 billion market cap company. The stock increased 2.83% or $49.67 during the last trading session, reaching $1804.03. About 4.81M shares traded or 8.42% up from the average. Amazon.com, Inc. (NASDAQ:AMZN) has risen 16.83% since June 9, 2018 and is uptrending. It has outperformed by 12.40% the S&P500. Some Historical AMZN News: 24/05/2018 – The homebuilder’s new homes are Wi-Fi certified, making them perfect showrooms for Amazon’s smart home devices; 17/04/2018 – KBS Fashion Group Limited Announces Signing of Cooperative Agreement to Open Amazon and Alibaba Express Online Stores; 02/04/2018 – Nike tops Wall Street expectations; confirms deal with Amazon; 07/03/2018 – Aylaa Exclusive: Amazon Buys Ring, Maker of Smart Home Products – The New York Times; 13/03/2018 – Leclerc, fearing Amazon, to launch Paris food delivery service; 25/04/2018 – NYSE TO REMEDIATE CONFIGURATION OF AMZN, BKNG, GOOG TONIGHT; 23/04/2018 – Inside Amazon’s Possible Plan to Build a Domestic Robot (Video); 02/05/2018 – NICE Cognitive Robotic Automation Platform Expands on Amazon Lex’s Self-Service Capabilities by Transforming Chatbot Requests; 18/04/2018 – Home Depot is launching its biggest tech hiring spree ever to protect its lead over Amazon; 02/05/2018 – Verizon’s Oath is ‘doubling down’ on Amazon’s cloud

Ballentine Partners Llc decreased its stake in Automatic Data Processing In (ADP) by 30.8% based on its latest 2019Q1 regulatory filing with the SEC. Ballentine Partners Llc sold 2,997 shares as the company’s stock rose 5.92% with the market. The institutional investor held 6,732 shares of the technology company at the end of 2019Q1, valued at $1.08M, down from 9,729 at the end of the previous reported quarter. Ballentine Partners Llc who had been investing in Automatic Data Processing In for a number of months, seems to be less bullish one the $72.65B market cap company. The stock increased 1.59% or $2.62 during the last trading session, reaching $166.92. About 1.11 million shares traded. Automatic Data Processing, Inc. (NASDAQ:ADP) has risen 25.81% since June 9, 2018 and is uptrending. It has outperformed by 21.38% the S&P500. Some Historical ADP News: 22/04/2018 – DJ Automatic Data Processing Inc, Inst Holders, 1Q 2018 (ADP); 10/04/2018 – U.S. ADP March National Franchise Report (Table); 06/05/2018 – FRENCH STATE SHOULD SELL ADP STAKE, FRANCAIS DES JEUX: LE MAIRE; 02/05/2018 – Automatic Data 3Q Worldwide New Business Bookings Rose 9%; 07/03/2018 – Ingo Money Provides Real-Time Mobile Check Funding Option to ADP® Paycards; 15/05/2018 – D.E. Shaw, Sachem Head Haven’t Decided Whether to Push for Change at ADP; 17/05/2018 – ADP SAYS CANADA ADDS 30.2K JOBS IN APRIL; 14/03/2018 – ADP ADP.PA – IN FEB INTERNATIONAL TRAFFIC (EXCLUDING EUROPE) WAS UP (+3.9%); 07/03/2018 – French Government to Launch Full Privatization of ADP -BFM Business; 18/04/2018 – ADP to Release Quarterly Workforce Vitality Report With Deeper Labor Market Insights on WEDNESDAY, April 25, 2018

More notable recent Automatic Data Processing, Inc. (NASDAQ:ADP) news were published by: Finance.Yahoo.com which released: “ADP unifies Payroll and HR for growth-focused businesses in APAC and EMEA with the launch of the solution iHCM 2 – Yahoo Finance” on May 13, 2019, also Nasdaq.com with their article: “Automatic Data Processing, Inc. (ADP) Ex-Dividend Date Scheduled for March 07, 2019 – Nasdaq” published on March 06, 2019, Forbes.com published: “Strong Growth In Client Base, Improving Cost Structure Drive ADP’s Profits – Forbes” on May 14, 2019. More interesting news about Automatic Data Processing, Inc. (NASDAQ:ADP) were released by: Nasdaq.com and their article: “FOREX-Dollar recoups earlier losses as market digests weak jobs data – Nasdaq” published on June 05, 2019 as well as Nasdaq.com‘s news article titled: “CSG Systems International, Inc. (CSGS) Ex-Dividend Date Scheduled for June 03, 2019 – Nasdaq” with publication date: May 31, 2019.

Ballentine Partners Llc, which manages about $4.78B and $1.92B US Long portfolio, upped its stake in Facebook Inc (NASDAQ:FB) by 16,730 shares to 17,230 shares, valued at $2.87M in 2019Q1, according to the filing. It also increased its holding in Starbucks Corp (NASDAQ:SBUX) by 12,257 shares in the quarter, for a total of 12,857 shares, and has risen its stake in Vanguard Bd Index Fd Inc (BND).

Since January 2, 2019, it had 0 insider purchases, and 15 sales for $18.12 million activity. The insider Albinson Brock sold $566,161. The insider Perrotti Thomas J sold $176,063. On Wednesday, January 2 Dyson Deborah L sold $527,231 worth of Automatic Data Processing, Inc. (NASDAQ:ADP) or 4,082 shares. The insider Politi Douglas W sold 2,275 shares worth $295,841. $5.42 million worth of stock was sold by Rodriguez Carlos A on Thursday, February 14. Ayala John had sold 6,428 shares worth $966,713 on Wednesday, February 13.

Investors sentiment increased to 0.95 in 2019 Q1. Its up 0.13, from 0.82 in 2018Q4. It is positive, as 49 investors sold ADP shares while 424 reduced holdings. 127 funds opened positions while 321 raised stakes. 340.50 million shares or 5.38% less from 359.86 million shares in 2018Q4 were reported. Moreover, Fort LP has 0.51% invested in Automatic Data Processing, Inc. (NASDAQ:ADP). Lakeview Lc stated it has 1,991 shares or 0.2% of all its holdings. Webster Natl Bank N A accumulated 15,205 shares or 0.35% of the stock. Moreover, Research Glob Investors has 0.04% invested in Automatic Data Processing, Inc. (NASDAQ:ADP). Haverford Serv, a Pennsylvania-based fund reported 1,644 shares. Bowen Hanes & Inc reported 285,330 shares. Barclays Public Limited Liability Corporation, United Kingdom-based fund reported 1.11M shares. Ghp Investment has 28,702 shares for 0.59% of their portfolio. Wealthcare Management Limited Co owns 59 shares. 1,980 are owned by Amica Retiree Med Tru. Evergreen Management Lc has 1,312 shares. Tctc Llc has 34,370 shares for 0.3% of their portfolio. 18,000 were reported by Jefferies Grp Ltd. Country Trust Savings Bank has 0% invested in Automatic Data Processing, Inc. (NASDAQ:ADP) for 150 shares. Pinebridge Lp reported 10,268 shares.

Analysts await Automatic Data Processing, Inc. (NASDAQ:ADP) to report earnings on August, 7. They expect $1.13 EPS, up 22.83% or $0.21 from last year’s $0.92 per share. ADP’s profit will be $491.81M for 36.93 P/E if the $1.13 EPS becomes a reality. After $1.77 actual EPS reported by Automatic Data Processing, Inc. for the previous quarter, Wall Street now forecasts -36.16% negative EPS growth.

More notable recent Amazon.com, Inc. (NASDAQ:AMZN) news were published by: Benzinga.com which released: “Today’s Pickup: May Flowers For Seattle Tech Scene – Benzinga” on May 17, 2019, also Nasdaq.com with their article: “Roku Is a Ray of Light in a Dark Time – Nasdaq” published on May 15, 2019, Seekingalpha.compublished: “Amazon: Dig Deeper – Seeking Alpha” on June 06, 2019. More interesting news about Amazon.com, Inc. (NASDAQ:AMZN) were released by: Nasdaq.com and their article: “What FedEx’s New 7-Day Schedule Means for the Stock – Nasdaq” published on June 08, 2019 as well as Bizjournals.com‘s news article titled: “Site of Amazon’s Bessemer fulfillment center sold in $3.7M deal – Birmingham Business Journal” with publication date: May 20, 2019.

The post Ballentine Partners Decreased Its Automatic Data Processing In (ADP) Holding as Valuation Rose; Ctc Has Upped Its Amazon Com (AMZN) Stake by $384.30 Million; Stock Price Rose appeared first on Artificial Intelligence.