<p>Upland Software, Inc. (UPLD) 採取了一項戰略舉措，通過推出 Sidekick，一個專為高度監管行業設計的 AI 驅動的代理助手，來增強呼叫中心的運營。這個創新解決方案利用生成式 AI 技術，實時向代理提供合規和上下文化的知識，從而改善客户體驗並保持準確性。Sidekick 的推出恰逢 Upland Software 面臨市場挑戰，並尋求捍衞和擴展其在監管行業中的地位的關鍵時刻。</p>
<p><img src="https://imageproxy.pbkrs.com/https://lh-prod-oper-pub-opercenter.s3.amazonaws.com/discovery-image/compress-1a46a13274420001.png?x-oss-process=image/auto-orient,1/interlace,1/resize,w_1440,h_1440/quality,q_95/format,jpg" alt="" original-src="https://imageproxy.pbkrs.com/https://lh-prod-oper-pub-opercenter.s3.amazonaws.com/discovery-image/compress-1a46a13274420001.png"/></p>
<p>Sidekick 的主要功能包括 AI 搜索，能夠與現有知識庫連接，Smart Snippets 提供來自 Panviva 的數字協調器生成的 AI 摘要，以及現代瀏覽器擴展界面。該解決方案專門設計為渠道特定和受眾特定，具有動態標記功能以捕獲能力和基於元數據的多維結果。基於 Panviva 在知識管理領域超過 20 年的經驗，Sidekick 旨在通過使代理更高效地訪問信息，同時在醫療、公共事業和銀行等行業保持合規，來改善客户體驗。</p>
<p>Sidekick 的推出時機對 Upland Software 來説尤其具有戰略意義。它滿足了呼叫中心對 AI 驅動效率日益增長的需求，同時保持合規的護欄，這是監管行業中的關鍵差異化因素。通過利用 Panviva 在醫療、公共事業和銀行領域的現有客户基礎，Upland 可以通過追加銷售機會降低客户獲取成本。此外，產品的推出使 Upland 能夠在 AI 轉型浪潮中捕獲價值，同時利用其既有的知識管理基礎設施。</p>
<p>然而，產品的推出伴隨着顯著的執行風險。Upland 能否有效地將這一創新貨幣化將取決於在競爭市場中的定價策略、客户採用的速度以及與既有競爭對手和新興 AI 原生解決方案的技術差異化。對合規驅動的 AI 策劃的重視，加上 Panviva 在監管行業的二十年專業知識，可能提供可持續的競爭優勢。然而，產品的成功最終將取決於 Upland 能否向客户展示明確的投資回報，並有效地將這些能力貨幣化，以改善其財務狀況。</p>
<p>總之，Upland Software 推出的 Sidekick 代表了其在呼叫中心管理市場向 AI 驅動解決方案的戰略轉型。通過利用其既有的知識管理專業知識並擁抱 AI 技術，Upland Software 處於有利位置，能夠幫助組織利用 AI 的力量，同時保持合規並改善整體客户體驗。隨着 AI 革命繼續重塑各個行業，Upland Software 對創新和適應能力的承諾將在推動其長期成功中至關重要。</p>

UPLD

<p>Upland Software 推出了 Sidekick，這是一個為受監管行業的呼叫中心提供的人工智能助手。該解決方案通過為代理提供實時、合規的知識來提升客户體驗。主要功能包括 AI 搜索和智能片段，旨在提高效率，同時在醫療和銀行等行業保持合規。此次發佈旨在應對市場挑戰，並利用現有客户基礎創造追加銷售機會。然而，成功取決於有效的貨幣化、客户採納速度以及在競爭激烈的市場中的差異化。總體而言，Sidekick 使 Upland 能夠在呼叫中心管理的人工智能轉型中佔據有利位置</p>

<p>Upland Software, Inc. (UPLD) has made a strategic move to enhance contact center operations by launching Sidekick, an AI-powered agent assistant designed for highly regulated industries. This innovative solution leverages generative AI technology to deliver compliant and contextualized knowledge to agents in real-time, improving customer experience and maintaining accuracy. The launch of Sidekick comes at a critical juncture for Upland Software, as the company faces market challenges and seeks to defend and expand its position in regulated industries.</p>
<div class="lb-trans"><p>Upland Software, Inc. (UPLD) 採取了一項戰略舉措，通過推出 Sidekick，一個專為高度監管行業設計的 AI 驅動的代理助手，來增強呼叫中心的運營。這個創新解決方案利用生成式 AI 技術，實時向代理提供合規和上下文化的知識，從而改善客户體驗並保持準確性。Sidekick 的推出恰逢 Upland Software 面臨市場挑戰，並尋求捍衞和擴展其在監管行業中的地位的關鍵時刻。</p>
</div><p><img src="https://imageproxy.pbkrs.com/https://lh-prod-oper-pub-opercenter.s3.amazonaws.com/discovery-image/compress-1a46a13274420001.png" alt="" original-src="https://lh-prod-oper-pub-opercenter.s3.amazonaws.com/discovery-image/compress-1a46a13274420001.png"/></p>
<p>Sidekick's key features include AI Search, which connects with existing knowledge bases, Smart Snippets providing AI-generated summaries from Panviva's Digital Orchestrator, and a modern browser extension interface. The solution is specifically designed to be channel-specific and audience-specific, with dynamic tagging capabilities for competency capture and metadata-based faceted results. Building on Panviva's 20+ years of experience in knowledge management, Sidekick aims to improve customer experience by enabling agents to access information more efficiently while maintaining compliance in sectors such as healthcare, utilities, and banking.</p>
<div class="lb-trans"><p>Sidekick 的主要功能包括 AI 搜索，能夠與現有知識庫連接，Smart Snippets 提供來自 Panviva 的數字協調器生成的 AI 摘要，以及現代瀏覽器擴展界面。該解決方案專門設計為渠道特定和受眾特定，具有動態標記功能以捕獲能力和基於元數據的多維結果。基於 Panviva 在知識管理領域超過 20 年的經驗，Sidekick 旨在通過使代理更高效地訪問信息，同時在醫療、公共事業和銀行等行業保持合規，來改善客户體驗。</p>
</div><p>The timing of Sidekick's launch is particularly strategic for Upland Software. It addresses the growing demand for AI-powered efficiency in contact centers while maintaining compliance guardrails, a critical differentiator in regulated sectors. By leveraging Panviva's existing customer base in healthcare, utilities, and banking, Upland can reduce customer acquisition costs through upsell opportunities. Additionally, the product launch positions Upland to capture value from the AI transformation wave while utilizing its established knowledge management infrastructure.</p>
<div class="lb-trans"><p>Sidekick 的推出時機對 Upland Software 來説尤其具有戰略意義。它滿足了呼叫中心對 AI 驅動效率日益增長的需求，同時保持合規的護欄，這是監管行業中的關鍵差異化因素。通過利用 Panviva 在醫療、公共事業和銀行領域的現有客户基礎，Upland 可以通過追加銷售機會降低客户獲取成本。此外，產品的推出使 Upland 能夠在 AI 轉型浪潮中捕獲價值，同時利用其既有的知識管理基礎設施。</p>
</div><p>However, the product launch comes with notable execution risks. Upland's ability to monetize this innovation effectively will depend on pricing strategy in a competitive market, speed of customer adoption, and technical differentiation against both established competitors and new AI-native solutions. The emphasis on compliance-driven AI curation, combined with Panviva's two-decade expertise in regulated industries, could provide a sustainable competitive advantage. Nevertheless, the product's success will ultimately depend on Upland's ability to demonstrate clear ROI to customers and effectively monetize these capabilities to improve its financial position.</p>
<div class="lb-trans"><p>然而，產品的推出伴隨着顯著的執行風險。Upland 能否有效地將這一創新貨幣化將取決於在競爭市場中的定價策略、客户採用的速度以及與既有競爭對手和新興 AI 原生解決方案的技術差異化。對合規驅動的 AI 策劃的重視，加上 Panviva 在監管行業的二十年專業知識，可能提供可持續的競爭優勢。然而，產品的成功最終將取決於 Upland 能否向客户展示明確的投資回報，並有效地將這些能力貨幣化，以改善其財務狀況。</p>
</div><p>In conclusion, Upland Software's launch of Sidekick represents a strategic pivot towards AI-powered solutions in the contact center management market. By leveraging its established knowledge management expertise and embracing AI technology, Upland Software is well-positioned to help organizations harness the power of AI while maintaining compliance and improving overall customer experience. As the AI revolution continues to reshape industries, Upland Software's commitment to innovation and adaptability will be crucial in driving its long-term success.</p>
<div class="lb-trans"><p>總之，Upland Software 推出的 Sidekick 代表了其在呼叫中心管理市場向 AI 驅動解決方案的戰略轉型。通過利用其既有的知識管理專業知識並擁抱 AI 技術，Upland Software 處於有利位置，能夠幫助組織利用 AI 的力量，同時保持合規並改善整體客户體驗。隨着 AI 革命繼續重塑各個行業，Upland Software 對創新和適應能力的承諾將在推動其長期成功中至關重要。</p>
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Upland Software 推出 AI 驅動的 Sidekick：聯絡中心的顛覆者