The Stellar Trends & Insights Report keeps us at the cutting edge of trends in our industry and in customer experience. It kicks off internal conversations at Stellar about how our clients might be impacted, and how we can make improvements to our business to navigate change.
Look out for the Stellar Trends & Insights Report every month on our blog.
Reading and interpreting emotions through innovative technology
Artificial intelligence company Cogito has raised US$15m in its latest funding round with its technology solution that can detect emotional states in customer interactions. Along with detecting a person’s emotional state, it can analyse whether it has changed and how it’s impacting the conversation, in real time. It has also been used in non-customer interaction environments, including in a Boston hospital to assist people who have experienced depression. So far it has resulted in cases of customer satisfaction improving by over 20% along with significantly higher agent engagement.
Google enters the ‘smart speaker’ market with its new device Home to take on Amazon’s Echo
Google has launched an internet-connected speaker called Google Home, in competition with Amazon’s Echo, with similar functionality in assisting people with questions and connecting users to services including Spotify and Uber. It’s not yet launched in Australia but is expected to be available some time in 2017. Australians are expected to invest $4 billion in internet-connected devices like Google Home by 2020 according to research by Telsyte.
Driving towards fewer drivers
Australian investment in stronger positioning to drive automation
The Australian Federal Government has announced an investment of $12m to boost positioning technologies in Australia, directed towards testing technology to support automated trains, along with driverless and connected cars. The technology is expected to drive safety, productivity, efficiency and environmental benefits across many industries including transportation and construction. The project will last for two years and be led by Geoscience Australia.