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The Foundation: CM.com's Generative AI Engine
At the core of this release and future Generative AI capabilities is CM.com's Generative AI Engine, a dynamic AI knowledge centre consolidating various business-specific knowledge sources, contextually enriched by Large Language Models (LLMs). The breadth and depth of the supported sources are one-of-a-kind, yet easily integrated via a plug-and-play approach. Currently, website content, historical human service interactions, past chatbot engagements, and a broad range of file types are supported, including JSON and PDF. Moving forward, CM.com will continue to expand these source connections.
In creating its GenAI Engine, CM.com has developed powerful new features across the platform, offering immediate benefits to users. The initial focus has primarily been on the CM.com service solutions, Conversational AI Cloud and Mobile Service Cloud, part of the Engagement Platform. One key benefit includes businesses configuring the GenAI Engine once, after which its functionality cascades throughout the platform. This means functional chatbots can be set up within moments in Conversational AI Cloud, drawing input from the AI knowledge centre to generate dynamic responses, eliminating recognition issues, ensuring a hassle-free Conversational AI experience and preventing the need to predefine answers.
Customer service agents in Mobile Service Cloud are now equipped with AI-generated answer suggestions tailored to each customer's unique needs. This streamlines customer interactions by eliminating the need for time-consuming searches across multiple sources. It empowers agents to provide faster, well-informed responses, reduces onboarding time for new employees and ensures consistency among all service interactions. The result is a seamless customer experience with streamlined engagement as a valuable outcome.
Noteworthy businesses in CM.com’s home market, such as Vattenfall, Pathé, Independer, e-Luscious, and YourSurprise, have embraced CM.com's Generative AI features first, as part of a selected panel. These pioneering partners lead the way in integrating this advanced AI technology into their service operations, with early results showcasing the potential for enhanced customer experiences.
Strategic Vision: AI Integration Since 2020
Jeroen van Glabbeek, CEO of CM.com, reflects on this historic moment, noting, "The launch of our generative AI features is the result of our continuous focus on, and investments in the field of AI. Driven by strategic acquisitions CM.com's vision in this field has always remained strong, culminating in our efforts to date."
Rutger de Ruiter, Head of Product for SaaS at CM.com, emphasised the platform's quality for sizeable companies, explaining, "We are committed to providing our clients with robust capabilities across our software suite. This launch is yet another example of how the synergies between the products in our broad portfolio have a 1+1 = 3 effect on our engagement platform. All whilst safeguarding top-notch performance, control, ease of use, safety and security.”
Top-Tier Data Protection and Privacy
CM.com remains committed to security and data privacy removing any concerns or limitations around widespread adoption of its AI solution. By extending its existing enterprise-level security offering to its AI offering with automatic PII-redaction, protection against common LLM pitfalls, and ensuring that our customers' data will not be used by third parties in any capacity, CM.com is able to meet the strictest security and data privacy standards.
CM.com's Dedication to Ongoing Innovation
Arman van Lieshout, Senior Product Manager at CM.com, shared the company's ongoing dedication to innovation in the field of Generative AI: "We’re going far beyond market standards. The current state of this new platform is already at the very edge of what’s possible, but we’re working on pioneering self-learning mechanisms that will propel this even further. We believe our plans will put us in a solitary category of GenAI excellence."
The completed launch of these Generative AI features towards the market represents a transformative step in CM.com’s vision for the future of customer engagement. With these capabilities in action, CM.com remains committed to its Path to Profitability strategy, enhancing client value propositions and shaping the landscape of conversational commerce.
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