No Jitter Roll: ASAPP Brings Generative AI to IVRs, AWS Expands...
Welcome to this week's No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. This week NJR highlights another round of generative AI-related news from ASAPP's launch of GenerativeAgent which provides interactive voice response (IVR) functionality, AWS's Amazon Bedrock now includes new and updated foundation models and a low-code/no-code tool called Agents for Amazon Bedrock, and ServiceNow has added case summarization and text-to-code to its Gen AI-powered toolkit.
ASAPP Launches GenerativeAgent for IVR
The AI cloud application provider for contact centers, ASAPP, has launched GenerativeAgent which offers a generative AI-powered IVR customer experience (CX). GenerativeAgent can automate interactions and relevant API calls by integrating with existing backend systems. It can be integrated into existing IVRs to handle the full end-to-end IVR process or serve as an escalation path between current IVR flows and agents.
According to Gustavo Sapoznik, Founder and CEO of ASAPP, "GenerativeAgent removes all conversation design effort that companies have had to manually manage for decades."
AWS Expands Amazon Bedrock
Amazon Web Services has expanded its fully managed foundation model (FM) service, Amazon Bedrock, to include new models such as Claude 2 from Anthropic and Stable Diffusion XL 1.0 from Stability AI and Cohere.
Agents for Amazon Bedrock, a new capability introduced by AWS, automates the process of writing code for the FM to interact with enterprise systems. Additionally, AWS and Twilio are jointly implementing predictive AI technology by combining Amazon SageMaker and Twilio Segment’s Customer Data Platform to provide users with new machine learning-powered tools.
For more information, AWS initially launched Bedrock back in April 2023. Additionally, explore Zoom's partnership with Anthropic to add virtual agent capabilities to its contact center platform.
ServiceNow Expands Generative AI Capabilities
ServiceNow, the digital workflow company, has announced two new Gen AI capabilities set to launch in September 2023:
- Case summarization: Uses generative AI to distill case information across various cases to create summary notes.
- Text-to-code: Developers can provide natural language descriptions of code, which the generative AI within the Now Platform will convert into code suggestions.
Both these capabilities are powered by ServiceNow proprietary LLMs designed to comprehend the Now Platform, workflows, automation use cases, and processes.
ServiceNow, NVIDIA, and Accenture have also announced the launch of AI Lighthouse, a program to assist enterprises in developing and deploying generative AI capabilities using their respective technologies.
ServiceNow has unveiled several other Gen AI-based products in recent months, including Generative AI Controller, Now Assist for Search, and Now Assist for Virtual Agent, each offering unique functionalities.
This Week on No Jitter
For a recap, here are some of our top stories for the week that you might have missed.
