Minerva CQ is an AI copilot that makes contact center agents faster and calls shorter. It drives the customer conversation forward, in real-time, with a unique adaptive agent experience that streamlines each interaction and ensures effective resolution. -Dynamic workflows guide agents faster -Single screen UI simplifies agent experiences -Dialogue suggestions coach agents on what to say -Sentiment detection provides behavioral cues -GenAI powered call summarization reduces post call work -RAG powered knowledge surfacing makes agents smarter -Human-in-the-loop ensures accuracy and continuous learning
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Sunnyvale, California 94085, US
Well done Prof. Hinton
It was a pleasant surprise to wake up this morning to the news of the Nobel Prize in Physics recipients: John Hopfield and Geoffrey Hinton. I had the privilege of attending Geoffrey Hinton's inaugural lecture on Artificial Neural Networks at the McLaughlin Centre in Toronto. His groundbreaking work has significantly contributed to the advancements in the AI field. Congratulations, Professor Hinton! 🌟 #AI #nobelprize #GeoffreyHinton https://lnkd.in/e7UX8JXK
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Goedel, Agentic AI and Contact Center Operations: the importance of augmenting human knowledge with AI. Will AI replace contact centers? Many believe AI, including Agentic AI and AGI, will eventually eliminate the need for customer support managers and service agents. However, a practical and theoretical objection challenges this prediction. On the practical side, the deployment of chat and voice bots for simple tasks has led human agents to focus on more complex issues, increasing call handling times. The theoretical analysis, referencing Goedel's First Incompleteness Theorem, highlights the undecidability of problems like Halting and Acceptance. In a recent paper, "LLMs Will Always Hallucinate, and We Need to Live With This," authors S. Banerjee, A. Agarwal, and S. Singla emphasize that LLMs can produce structural hallucinations, reinforcing the need for human involvement to overcome information incompleteness. Therefore, AI MUST be viewed as an augmentation for workers, enhancing productivity rather than replacing them.
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This week on The Modern Customer Podcast, Cosimo Spera, founder and CEO of Minerva CQ, shares how AI is transforming the way contact centers operate by empowering agents with real-time information and reducing call times for smoother customer interactions. We explore the future of AI in customer experience, discussing how Minerva CQ’s AI copilot helps agents deliver more efficient service while still relying on human strengths like empathy and problem-solving.
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I recently had the honor of sharing my journey as a multiple-time Founder at INNOVIT - Italian Innovation and Culture Hub with a group of Italian entrepreneurs. My key takeaway: embracing innovation doesn't require large budgets or big teams. It's all about thinking outside the box. During the session, I highlighted Minerva CQ, my latest venture, which offers real-time agent assistance to enhance customer service interactions. What sets us apart? We believe in the power of breaking traditional norms. Instead of mapping conversations to workflows, we deconstructed flows into "atomic" tasks aligned with dialogues. This unique approach has resulted in remarkable KPIs for our clients. Eager to delve deeper into our unconventional methodology? Visit https://lnkd.in/gw9sQMWt to schedule a product demo. #Innovation #Entrepreneurship #StartupJourney
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Is Emotional AI (E-AI) the next big thing in contact center operations, or is it facing insurmountable challenges? A recent Techcrunch article by Julie Bort delves into the potential and hurdles of E-AI integration in the customer service landscape. Read more here: https://lnkd.in/gVFHatjJ Consider these key points before investing in Emotional AI: - E-AI's reliance on biometric analysis raises issues concerning data privacy regulations like GDPR, impacting customer acceptance. - Cultural nuances significantly affect visual expressions, with research showing variations in facial gestures across different cultures. https://lnkd.in/gNfGHVb6 While AI streamlines contact center operations, human agents inherently possess basic emotional intelligence crucial for customer interactions. The debate on the relevance and efficacy of Emotional AI in contact centers is ongoing. Share your insights on the importance of E-AI in modern customer service and join the conversation. #EmotionalAI #CustomerService #TechTrends Julie Bort Lisa Feldman Barrett
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As a professional and scientist in the AI field, I found The Economist article on the AI revolution to be intriguing. It delves into the essential factors crucial for AI to have a significant economic impact. Here are my key takeaways: - Companies should focus AI adoption on real generated value rather than perceived estimates. - The future concept of "Collaborative Intelligence" emphasizes the synergy between human and artificial intelligence to enhance productivity. - "Quantum pricing" is poised to be the game-changer that will drive AI adoption forward. Implementing solutions guided by these principles is poised to have a positive economic impact on companies. Embracing these shifts is vital for the future success of AI. #genai #minervacq #ai TheEconomist Newspaper Limited
Welcome to the team
Welcome Claudio Bartolini
Albert Einstein once said, "Insanity is doing the same thing over and over and expecting different results." The contact center industry is often criticized for its traditional approach of using "smart scripts" that prioritize agent performance over customer needs. While some companies have adopted ML/AI for script improvement, customer dissatisfaction remains a challenge. At Minerva CQ, we've disrupted this norm by introducing an adaptive workflow that acknowledges the dynamic nature of customer interactions. Our innovative solution suggests optimal components to address issues based on the ongoing conversation, enhancing customer satisfaction, cutting costs, and boosting revenue. Interested in transforming customer experiences? Explore more on our website www.minervacq.com or reach out via email at info@minervacq.com to schedule a demo. Let's shape the future of customer service together! #minervacq #genai #customerservice #customerengagement
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On the behalf of Minerva CQ team I like to extend a warm welcome to Claudio Bartolini who has joined as CTO. Claudio brings tons of experience in leading the development of innovative and state of the art AI solutions. Let the dance begin. "Benvenuto Claudio". Minerva CQ