Top News in Customer Contact

CCW Digital monitors trends across industries to identify the most relevant content and data for customer contact professionals in today’s ever-changing customer contact landscape.

• Krisp has announced the launch of their AI Live Interpreter, a real-time speech-to-speech translation solution designed specifically for contact centers. Support begins with twenty five languages and offers instantaneous bidirectional translation.
• At the end of January, the US Copyright office released Part 2 of its report on the legal and policy issues related to copyright and artificial intelligence. While Part 3 of the report is still forthcoming, this document will establish important precedence for AI regulation.
• Starbucks’ decision to discourage customers from large mobile orders indicates a diversion of priorities away from sales targets towards customer experience targets. This is the latest shift in Starbucks’ customer service policies after CEO Brian Niccol vowed to return the brand to its former glory as a community coffeehouse.
• Lyft has partnered with Anthropic to use a Claude AI-powered chatbot for resolving customer service queries, reducing average resolution time for a request by 87 percent. In CCW Digital’s 2025 Kickoff webinar, we discuss the risks associated with companies like Uber and Lyft relying on AI for frontline customer support.
• In response to the inundation of scam calls, TransUnion and AT&T have introduced a display field on incoming calls for the reason for the call. While this may not be a foolproof defense against scammers, the change demonstrates the importance of rethinking well-established UI (like the incoming call screen) to reflect modern customer concerns.
• Join CCW Digital on February 18th for our State of Generative & Agentic AI seminar series, in which we discuss advances in AI technology and implementation strategies with CX practioners and experts.