GBS WORLD NEWS | WEEK 4 | SEPTEMBER 2023
Multinational technology conglomerate Meta will soon be announcing a new generative AI chatbot aimed at younger users. The new chatbot, Gen AI Personas, from the California-based company will enable users to select from a variety of ChatGPT ‘personas.’ The company expects that these personas will better engage younger users.
Also in ChatGPT news, the renowned business magazine based in New Jersey, Forbes, released an article that discusses ways in which the generative AI tool could be harming customer experience. The magazine interviewed the managing director of tech agency This is Milk, who shared that customers can often tell when the generative AI tool is being used, as it lacks empathy and produces ‘generic’ and ‘suboptimal’ responses, which can significantly diminish customer loyalty.
In the UK, British fashion retailer AllSaints has partnered up with the Omnichannel-as-a-Service platform, NewStore. NewStore will be helping the retailer to streamline its in-store operations and enhance its mobile app experience. This forms part of AllSaints digital transformation strategy and will support its efforts in rolling out its new mobile point-of-sale in 200 stores across the globe.
Over in Southeast Asia, the Association of Southeast Asian Nations (ASEAN) is taking a stronger stand to fight against call center scams and fake news. Discussions took place last week in Vietnam at the 16th ASEAN Ministers Responsible for Information (AMRI) meeting and the 7th AMRI Plus Three meeting. The agreement sees Thailand, Vietnam, and Cambodia joining forces to combat the increasing global issue.
In other call center news, Optus – a telecommunications company headquartered in Northern Sydney, Australia – is set to undertake a massive layoff operation, making over a third of its staff redundant at its North Terrace office branch. The call to lay off 150 of its call center workers is expected to ‘strengthen’ the company’s business. It’s been reported that some staff members have been told ‘their redundancy packages could be affected if they talk to the media.’
In global news, market research and advisory company Technavio has released a report on the data-entry outsourcing services market. Notably, the report highlights that the market is projected to increase by US$185.56 million between now and 2027, with a CAGR of 6.01%. The report also covers the latest market trends, growth-driving factors, opportunities, and the current market landscape.