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Article : Sustainability: Why It Pays to Add AI to the Shopping List

#contactcenterworld, @ebidotai, @PRArtistry

When it comes to sustainability, consumers are clamouring for change and driving the corporate agenda. Henry Jinman of EBI.AI, Commercial Director of EBI.AI, shows 3 ways ethical retailers are using the power of Artificial Intelligence to create a sustainable shopper experience.

Sustainability is high on everybody’s agenda. Governments are rallying to tackle extreme poverty and climate change while those companies that take ethical trading seriously are stealing a march over their competitors. Sustainability is even affecting the way people invest their hard-earned cash. According to the Government’s Department of International Development which surveyed over 6,000 members of the general public, 68% of UK savers want their investments to take into consideration the impact on people and the planet alongside financial performance.

The sad reality is too many organisations only pay lip service to sustainability and it starts with one of life’s essentials - food. While a large proportion of the world goes hungry and carbon emissions are rising at an alarming rate, the food industry is unsustainable in its attitudes towards waste. It is estimated that one third of all food produced – around $1.2 trillion worth – is thrown away annually and if food waste were a country, it would be the 3rd biggest CO2 emission contributing country in the world.

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Artificial Intelligence leads the way

It’s a scary situation but there is a solution. Thanks to technology, forward-thinking companies are rapidly transitioning from unsustainable to sustainable by introducing Artificial Intelligence (AI) into their processes. For example, one of the biggest challenges for supermarkets is they can find it hard to understand the peaks and troughs of consumer demand for products, leading to both wasted food and financial losses. AI has the potential to plug this gap, by using machine learning to develop an understanding of the factors that influence demand and automatically predict variations. The UK’s 4th largest supermarket chain Morrisons has set a target to reduce operational food waste by 50% by 2030[iii] and has already seen the benefits of using AI to reduce stockholding in stores by around 2-3 days.[iv]

Meanwhile, Swedish trailblazer Karma was set up four years ago to create the first zero food waste generation by enabling restaurants and supermarkets to list food that would otherwise be thrown away and sell it to the public at a discount. Now an international sensation, Karma has rescued 1,200 tonnes of food, saved more than 3 million meals and cut 1,800 tonnes of CO2[v] - sustainability in action.

Coop Sweden: investing in AI to improve the sustainable shopper experience

Similarly, EBI.AI customer, Coop Sweden, is already ranked as the country’s most sustainable grocery chain with more than 800 stores and 3.5 million members. The organisation is taking the next step forward by helping customers to make sustainable food choices. Coop Sweden plans to use AI to:

  1. Provide sustainability footprints for 17,000 grocery items - the value of food items will be analysed and confirmed according to ten parameters i.e. biodiversity, climate, fertility, water consumption, pesticides, eutrophication, animal health, working conditions, local population and compliance and traceability.

  2. Enhance transparency to guide and reassure – as customers will be able to view all sustainability footprint details when they scan an item in-store or shop online. They will also be able to track the carbon footprint of the store’s logistics processes including the number of ‘food miles’ covered.

  3. Use machine learning to improve all-round decision-making – for shoppers and for Coop management because all data relating to sustainability will be based on and accessed via an AI assistant. Any feedback the AI assistant receives from customers will help shape future sourcing, supply chain and purchasing decisions to continually improve the sustainable shopper experience.

Everyone’s a winner

In EBI.AI’s experience, organisations across many different market sectors can achieve sustainability and they don’t need huge amounts of data or big budgets to pay data scientists! One of the most commonly cited barriers to starting AI projects is ‘we need lots of data’.

In truth, to smooth the way to successful sustainability, organisations should start small, use a natural language interface and include a feedback mechanism to build the data set. Remember, the more an AI tool is used, the better it gets! To train the bot, focus on the data that links what customers are likely to ask a bot to do (the ‘intents’) with the actual words customers are likely to use to express their intents (the ‘utterances’). Look at transcriptions or call recordings of past chat sessions between customers and agents for guidance. Finally, don’t run before you can walk. Test before you go live while maintaining business as usual.

Why be a follower when you can be a leader? The application of AI to improve the shopper experience in a highly engaging and sustainable way is within every organisation’s reach. Definitely food for thought.

#contactcenterworld, @ebidotai, @PRArtistry

About Henry Jinman:
Henry Jinman is Commercial Director of EBI.AI

About EBI.AI:
Company LogoEBI.AI is among the most advanced UK labs to explore the mind-boggling potential of artificial intelligence and chatbots. It has turned its exciting discoveries into natural and valuable tools for all kinds of businesses and the people they work with. EBI.AI's bespoke solutions are delivered through its AI communications
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About PR Artistry:
Company LogoA fresh approach to IT PR and Content Creation that focuses on deliverables. Whether you are looking to scale up, expand, move into new markets or sectors, or in preparation for attracting new investors, whatever your goals, PRA has the experience and skills to provide help, guidance and a useful extra pair of hands. We have over 25 years’ experience in the tech sector and we are still excited by the pace of change and innovation. We can quickly understand the essence of your business and what makes your products and services uniquely compelling. We don’t just create content we promote it and provide a monitoring service to measure success.
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Published: Monday, September 21, 2020

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2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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