On this episode of "In the Booth" from Enterprise Connect 2024, The Futurum Group’s Craig Durr talks with Ryan Nichols, Chief Product Officer for Service Cloud at Salesforce, and Randy Hand, Head of Solution Architecture at AWS, about the transformative role of AI in customer service and the strategic partnership between Salesforce and AWS that enhances contact center solutions.

Their discussion covers:

• The impact of Generative AI on customer service strategies and its potential to revolutionize contact center efficiency and customer satisfaction.

• The collaboration between Salesforce and AWS, highlighting how their integrated solutions leverage AI and cloud technologies to innovate contact center operations.

• Salesforce's Service Cloud Voice and how it utilizes AI and CRM data to provide a unified and personalized customer service experience across various channels.

• Future innovations from Salesforce in the contact center space, focusing on AI and data-driven solutions to enhance customer interactions and operational effectiveness.