December 20, 2024

Pairing live support with accurate AI outputs

A live agent spends hours each week manually documenting routine interactions. Another combs through multiple knowledge bases to find the right solution, scrambling to piece it together while the customer waits on hold. A third types out the same response they’ve written dozens of times before. These repetitive tasks can be draining, leaving less time…

Cloud transformation clears businesses for digital takeoff

October 16, 2024
In an age where customer experience can make or break a business, Cathay Pacific is embracing cloud transformation to enhance service delivery and revolutionize operations from the inside out. It’s not just technology companies that are facing pressure to deliver better customer service, do more with data, and improve agility. An almost 80-year-old airline, Cathay…

The Download: an intro to AI, and ChatGPT’s bias

October 16, 2024
This is today’s edition of The Download, our weekday newsletter that provides a daily dose of what’s going on in the world of technology. Intro to AI: a beginner’s guide to artificial intelligence from MIT Technology Review It feels as though AI is moving a million miles a minute. Every week, it seems, there are product launches,…

Super-light materials that help suppress EV battery fires just got a big boost

October 16, 2024
A company making fire-suppressing battery materials just got a $670.6 million loan commitment from the US Department of Energy. Aspen Aerogels makes insulating materials that can be layered inside an EV’s battery to prevent or slow heat and fires from spreading within the pack. The company is building a new factory in Georgia to produce…