Issue 29

Innovation Surges as Contact Centers Embrace AI Boom
TechCrunch profiled Boris Valkov and his new endeavor, Lace AI. His new venture, inspired by childhood lessons in telephone customer service, now helps home service companies turn missed calls into revenue using AI to analyze every single customer interaction. As AI-powered, lifelike voice assistants become increasingly prevalent for tasks like scheduling and triaging in healthcare, lead generation-focused contact centers face a significant shift. While these innovations promise efficiency, they raise questions about maintaining the crucial "human touch" necessary for converting complex leads and building trust in sensitive sectors. ICYMI, McKinsey put together this report summary with their thoughts around striking the right balance between human interaction and AI in contact centers.

Hot Bot Summer: This Season's Must-Have Accessory Is Conversational AI
With Samsung, Google Cloud launching home AI bots this summer, it’s shaping up to be the season of generative AI tools. Fifth Third Bank's chatbot, “Jeanie” initially launched during Covid-19, has evolved to handle customer inquiries and support agents by identifying customer intent with 87% accuracy using traditional AI. Tearsheet reports that the bank continuously refines Jeanie through rigorous testing and aims to expand its capabilities to include agentic AI, task automation, and multilingual support, while leveraging Voice of the Customer insights to enhance overall customer experience.

LeadsCon Insights: How Better Redefined Initial Customer Contact to Realize 400% Growth
In related news, LeadsCon attendees got a front row look at the captivating discussion between Jessica Manna and Joey Liner, exploring Better Mortgage's groundbreaking use of AI. They showcased how Better's AI assistant "Betsy" redefines initial consumer contact in lending and explored other AI applications boosting the company's remarkable efficiency and performance. The discussion highlighted Better's impressive 400% surge in home equity loan volume and offered insights into key performance marketing trends shaping 2025 and beyond.

Window Repair Company, CEO Sued Over Alleged TCPA Violations
A new TCPA class action lawsuit targets ETN America and its CEO, Shlomi Cohen, for alleged unsolicited text messages and prerecorded calls promoting window repairs. The plaintiff claims Cohen is personally liable for approving telemarketing conduct. This case highlights the increasing risk of personal liability for executives in TCPA suits, especially within the home improvement sector, and underscores the critical importance of working with compliant lead generation partners.

LeadsCon Connect: Connecting the Dots for Explosive Growth
LeadsCon Connect is returning to Chicago to supercharge your lead funnel, promising a roadmap to drive more leads, accelerate conversions, and magnetize your campaigns. Take a moment right now to register and prepare to unlock unprecedented growth and transform clicks into lifetime customers with insights from leading brands and industry leaders. This is your essential two-day journey to future-proof your lead generation engine!

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