The quality of customer experience (CX) is declining, according to the American Customer Satisfaction Index. Customer satisfaction is at its lowest point in 17 years: 73.2 out of 100. Many factors are at play here, but there’s clearly an opportunity to improve the experience your customers receive. Adopting new strategies and technologies, such as AI in the contact center, can significantly improve efficiency and competitive advantage in three key ways.

In today’s fast-paced world, app performance equals brand reputation. Customers expect apps that are fast, responsive and available 24/7. That’s where Application Performance Monitoring (APM) comes in. The technology enables businesses to ensure the best possible user experience by monitoring and managing the performance of their applications. But as applications become increasingly complex, identifying and resolving performance issues in real-time becomes increasingly difficult.

Artificial Intelligence (AI) - or more specifically Machine Learning (ML) - and automation were big topics for many of our customers in 2022. Common reasons for the interest in AI and automation were to: increase efficiency, reduce manual processing, minimise human error and - especially for the use of ML - identify ‘unknown unknowns’.

One of the hardest tasks for software engineers is often having to stop what you are doing and look into a software bug (error), find the root cause and fix it quickly. This is hard because you may have never seen the affected code (someone else wrote it), it could be code you wrote a long time ago or just the context switching from what you are working on right now.

You don’t often see real change, but when you do see it you know it. Artificial Intelligence/Machine Learning toolsets like ChatGPT are finally starting to offer broad capabilities that will benefit a mass audience. These tools are moving out of the domain of data scientists and math nerds and into mass markets with a little bit for everyone. The potential reach is awesome and a little scary.