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AI can enhance flexibility, efficiency for customer service centers

AI is a valuable asset, so long as it’s used properly, though these organizations shouldn’t rely on it exclusively to guide their strategies.

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Whenever you call a customer service contact center, the team on the other end of the line typically has three goals: to reduce their response time, solve your problem and do it within the shortest service time possible.

However, resolving your problem might entail a significant time investment, potentially clashing with an overarching business objective to keep service duration to a minimum. These conflicting priorities can be commonplace for customer service contact centers, which often rely on the latest technology to meet customers’ needs.

To pursue those conflicting demands, these organizations practice what’s referred to as ambidexterity, and there are three different modes to achieve it: structural separation, behavioral integration and sequential alternation. So, what role might artificial intelligence (AI) systems play in improving how these organizations move from one ambidexterity mode to another to accomplish their tasks?

New research involving the School of Management at Binghamton University, State University of New York explored that question. Using data from different contact center sites, researchers examined the impact of AI systems on a customer service organization’s ability to shift across ambidexterity modes.

The key takeaway: it’s a delicate balancing act; AI is a valuable asset, so long as it’s used properly, though these organizations shouldn’t rely on it exclusively to guide their strategies.

Associate Professor Sumantra Sarkar, who helped conduct the research, said the study’s goal was to understand better how organizations today might use AI to guide their transition from one ambidexterity mode to another because certain structures or approaches might be more beneficial from one month to the next. 

“Customer service organizations often balance exploiting the latest technology to boost efficiency and, therefore, save money,” Sarkar said. “This dichotomy is what ambidexterity is all about, exploring new technology to gain new insights and exploiting it to gain efficiency.”

As part of the three-year study, researchers examined the practices of five contact center sites: two global banks, one national bank in a developing country, a telecommunication Fortune 500 company in South Asia and a global infrastructure vendor in telecommunications hardware.

While many customer service organizations have spent recent years investing in AI, assuming that not doing so could lead to customer dissatisfaction, the researchers found these organizations haven’t used AI to its full potential. They have primarily used it for self-service applications.

Some of the AI-assisted tasks researchers tracked at those sites included:

  • using AI systems to automatically open applications, send emails and transfer information from one system to another
  • approving or disapproving loan applications
  • providing personalized service based on customer’s data and contact history

Researchers determined that while it’s beneficial for customer service companies to be open to harnessing the benefits and navigating any challenges of AI systems as a guide to their business strategies, they should not do so at the expense of supporting quality professional development and ongoing learning opportunities for their staff.

Sarkar said that to fully utilize AI’s benefits, those leading customer service organizations need to examine every customer touchpoint and identify opportunities to enhance the customer experience while boosting the operation’s efficiency.

As a result, Sarkar said newcomers in this technology-savvy industry should learn how companies with 20 or 30 years of experience have already adapted to changes in technology, especially AI, during that time before forming their own business strategies.

“Any business is a balancing game because what you decide to do at the start of the year based on a forecast has to be revised over and over again,” Sarkar said. “Since there’s that added tension within customer service organizations of whether they want to be more efficient or explore new areas, they have to work even harder at striking that balance. Using AI in the right way effectively helps them accomplish that.”

Tech & Innovation

Epson launches SureColor-S7130 as latest addition to acclaimed SC S-Series of eco-solvent printers

With the equipment segment expected to capture more than 75% of the market revenue in Asia Pacific’s commercial printing market, where there’s also a growing demand for short-run and on-demand printing, the SC-S7130 aims to meet evolving needs by empowering businesses to operate more competitively and sustainably.

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Epson launched the SureColor-S7130 (SC-S7130), the latest addition to its acclaimed SC S-Series of eco-solvent printers. Designed for print service providers specializing in small-volume production, the SC-S7130 combines enhanced productivity, reliability and print quality in a cost effective solution, making it a significant upgrade from its predecessor, the SC-S40670.

With the equipment segment expected to capture more than 75% of the market revenue in Asia Pacific’s commercial printing market, where there’s also a growing demand for short-run and on-demand printing, the SC-S7130 aims to meet evolving needs by empowering businesses to operate more competitively and sustainably.

Engineered for Productivity and Performance

The SC-S7130 features an upgraded PrecisionCore Micro TFP Printhead, delivering close to a 24% increase in print speed in default mode[1]. Equipped with 3,200 nozzles and a wider printhead than its predecessor, the SC-S7130 achieves expanded print width in one pass—improving throughput across all print modes.

To minimize graininess and banding, the nozzles on the SC-S7130 have been specially redesigned to release smaller M-sized dot and larger L-sized dot for high quality print.

Ease of use is a hallmark of the SC-S7130, which features a 4.3-inch touch display for intuitive operation even when wearing gloves. The SC-S7130 also comes with Epson Edge Print Pro, the latest edition of Epson’s advanced image processing and production software that enhances user convenience and remote management during operations. Further, a new ‘Text Sharpness’ mode in Epson Edge Print Pro enables precise and crisp text printing with the SC-S7130.

Printing made Ultra-Reliable

In addition to a newly designed printhead guard that flattens jammed media to prevent damage to the printhead, the carriage temperature sensor is now mounted closer to the nozzle surface for a more accurate reading. The sensor also detects temperature changes quickly, maintaining consistent color reproduction across jobs.

Equipped with a new Nozzle Verification Technology that monitors nozzle performance in real-time, the SC-S7130 is capable of automatically detecting clogged nozzles and triggering an alert so that businesses can act quickly, ensuring print quality is not compromised across jobs.

The SC-S7130 uses Epson UltraChromeTM GS3 inks in 800ml ink packs, replacing the 700ml ink cartridge found in its predecessor, thereby reducing waste and the frequency of ink replacements. Furthermore, the Epson UltraChromeTM GS3 ink technology is GREENGUARD Gold certified for low chemical emissions and volatile organic compounds, making it safe for long-term indoor use.

A Holistic Solution for Diverse Printing Needs

In addition to delivering exceptional performance and enhanced productivity, the SC-S7130 also integrates seamlessly with Epson Cloud Solution PORT, providing businesses with a holistic solution for managing their printing needs. This intuitive, cloud-based remote monitoring software offers real-time insights into printer fleet performance, usage and efficiency, empowering print service providers to make data-driven decisions.

With Epson Cloud Solution PORT, businesses can also seamlessly integrate large printer fleets, monitor printer status, track ink consumption and access operation history remotely, to ensure optimal performance at all times.

“The SC-S7130 is engineered for a wide range of applications, including outdoor and indoor signage, banners and more. Its versatility and reliability, coupled with its cost-effective ownership, make this printer a valuable addition to any print service provider’s lineup,” said Noelle Gonzalez, Head of Marketing and Customer Service at Epson Philippines Corporation. “The SC-S7130 is a testament to Epson’s dedication to creating innovative solutions that empower businesses to remain competitive while meeting their unique needs.”

[1] Printing speed increased 23.8% in default mode using adhesive vinyl in 600 x 1200dpi, 6-pass.

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Tech & Innovation

Acer launches TravelMate X14 AI business laptop to empower SMBs and hybrid workforces

The lineup includes the Acer TravelMate X14 AI Copilot+ PC and three new additions to the eco-friendly Vero projector series: the Acer Vero XL2320p, Vero XL2521, and Vero SL2520n.

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Acer announced a suite of commercial products designed to empower the modern workforce. The lineup includes the Acer TravelMate X14 AI Copilot+ PC and three new additions to the eco-friendly Vero projector series: the Acer Vero XL2320p, Vero XL2521, and Vero SL2520n.

“As AI is becoming increasingly important in modern business workflows, small and medium businesses need devices that integrate intelligent tools, robust security, and mobility,” said James Lin, General Manager, Notebooks, Acer Inc. “The TravelMate X 14 AI was designed to deliver just that, powered by the latest Intel Core Ultra processors and Copilot+ PC experiences, offering professionals a lightweight yet durable solution crafted to accelerate productivity and collaboration from anywhere.”

“The Acer TravelMate X14 AI demonstrates what’s possible when advanced hardware and modern processors come together. With powerful performance, enhanced security, and unique AI experiences, it’s an ideal choice for today’s professionals looking to upgrade to a PC that prioritizes portability and performance. Together with Acer, we’re redefining what the modern workforce can expect from their Windows 11 PCs.” — Mark Linton, Vice President, Windows + Devices, Microsoft

TravelMate X4 14 AI: Lightweight, Secure, and AI-Ready to Boost SMBs

Built for small and medium businesses (SMBs) and mobile professionals, the TravelMate X4 14 AI (TMX414-51) is a sleek and secure AI business laptop. It features up to an Intel Core Ultra 7 Processor 258V with 115 TOPS[1] of overall performance, up to 32 GB LPDDR5X memory, and up to 1 TB PCIe storage, ensuring smooth multitasking. Running Windows 11 Pro, the laptop supports Copilot+ PC experiences[2], including Recall (preview), Click to Do, improved Windows search, Cocreator in Microsoft Paint, and Live Captions for real-time multilingual translations.

Weighing just 1.27 kg (2.8 lbs) and measuring 15.9 mm (0.63 inches) thin, it is ideal for professionals who travel frequently and work remotely. Built to meet MIL-STD 810H durability standards, it can withstand vibrations, humidity, and extreme temperatures, making it a reliable travel companion. Coupled with its stylish design, the portable AI business laptop can certainly make an impression within any work setup or business meeting.

The 14-inch 16:10 WUXGA display provides ample screen space, with an optional OLED panel with 500 nits peak brightness delivering vibrant colors with TÜV Rheinland Low Blue Light certification[3] (hardware solution) to support better eye comfort. Acer PurifiedView 2.0 and Acer PurifiedVoice 2.0 technology, paired with DTS:X Ultra Audio-enhanced speakers, ensure crystal-clear video calls.

This business laptop complies with TCO certification[4] and includes security features to help protect data and on-screen information. Acer UserSensing 2.0 enables the built-in proximity sensor to dim and then lock the screen when the user is away. Lightning-fast Wi-Fi 7 and Bluetooth 5.4 keep professionals connected for seamless streaming, lag-free video calls, and fast file transfers, and is equipped with two Thunderbolt 4 ports, a USB 3.2 Type-A port, a USB 2.0 Type-A port, an HDMI 2.1 slot and a Gigabit Ethernet port, offering versatile connectivity options.

Acer Vero Projectors

The Acer Vero XL2320p, Vero XL2521, and Vero SL2520n are mercury-free laser projectors made for sustainable and long-term use. With lifespans up to 30,000 hours and 40% lower power consumption compared to traditional lamp-based models, these projectors help reduce the total cost of ownership while delivering reliable performance. As a short-throw projector, the Vero SL2520n can produce a 100-inch image from just 1.1 meters, making it great for space-constrained environments.

All the projectors share the same high-performance specifications, including up to Full HD resolution1 and 4,000 ANSI lumens brightness, projecting crystal clear images with impressive brightness. They support 360-degree projection, portrait mode, and advanced 2D and 4-corner keystone correction, to adapt flexibly to any space or scenario. ​Their IP6X dustproof rating and 24/7 operation capability ensure performance even for demanding use cases, and their 93% Rec.709 color gamut and 50,000:1 contrast ratio deliver immersive images. Viewing experiences are enhanced with 15W built-in speakers and have dedicated modes tailored for entertainment – football mode for the Vero XL2 Series, and golf mode for the Vero SL2520n. The SL2520n comes with its own Ethernet slots, while all three models possess a pair of HDMI ports for flexible display setups.

Staying true to Acer’s eco-conscious values, all three Vero projectors feature 50% post-consumer recycled plastic in their chassis and 100% recyclable packaging, reinforcing their commitment to sustainability.

Pricing and Availability

Exact specifications, prices, and availability will vary by region. To learn more about availability, product specifications and prices in specific markets, please contact your nearest Acer office via www.acer.com.

[1] Specifications may vary depending on the model and/or region. All models are subject to availability. 

[2] Copilot+ PC experiences vary by device and market and may require updates continuing to roll out through 2025; timing varies. See aka.ms/copilotpluspcs 

[3] TÜV Rheinland Low Blue Light (Hardware Solution) certified panel only available on the OLED display SKU. 

[4] Acer TCO-certified models are identified with the “TCO” suffix in the model name (ex: XXXXXX-XX-TCO). For more details on Acer TCO-certified products, please see https://tcocertified.com/product-finder/ 

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BizWiz

Always connected, always creating: Chef Ina Bilbao stresses need to stay online to be on point

Whether she’s navigating the bustling food markets of South Korea or live-posting from a Michelin-starred pop-up in Taiwan, Ina’s digital presence is as vibrant as her dishes. In this exclusive feature, she shares how Smart Roaming keeps her seamlessly connected, productive, and worry-free while traveling the world.

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For culinary content creator and globetrotting chef Ina Bilbao, staying connected isn’t just a convenience—it’s a necessity.

Whether she’s navigating the bustling food markets of South Korea or live-posting from a Michelin-starred pop-up in Taiwan, Ina’s digital presence is as vibrant as her dishes. In this exclusive feature, she shares how Smart Roaming keeps her seamlessly connected, productive, and worry-free while traveling the world.

For Ina, connectivity is non-negotiable. “Before I head out on any international trip, I make sure I’ve pre-booked a Smart Roaming package,” Ina shares. “It’s always one of the first things I do because I know that as soon as I land, I need to be instantly connected to everything—from maps and apps to staying in touch with my team back home.”

One of the biggest challenges for frequent travelers like Ina is managing data usage without falling into the trap of bill shock. “It’s so easy to get caught up in the excitement of a new place and forget to keep track of data usage,” she says. “A Smart roaming package always helps me make sure I’m not running into any unexpected data charges.”

Smart GigaRoam’s transparent pricing and real-time data usage tracking help Ina stay in control, even in the busiest travel moments.

As a culinary explorer, Ina’s work depends on her ability to stay connected. “I’m always on the lookout for new spots to try, whether it’s a local hidden gem or a pop-up restaurant,” she explains. “I use navigation and transportation apps to get around, access e-wallets to pay for meals, and I’m constantly updating my social media for my followers.”

With Smart Roaming, Ina never misses a beat—or a bite.

Ina’s top tip for business owners and frequent flyers? “Never leave your connectivity to chance. Pre-book a Smart Roaming package so that the moment you land, you’re already online. Connectivity is the backbone of staying productive while traveling.”

She also recommends being mindful of data-heavy apps and checking usage regularly through the GigaRoam portal.

Having tried other roaming services in the past, Ina is confident in her choice. “Nothing beats the convenience and peace of mind that comes with Smart Roaming. The packages are affordable, and I never have to worry about my service dropping or getting hit with crazy bills.”

And if issues arise? “Smart Roaming’s customer support is always quick to respond. I can troubleshoot through the GigaRoam portal or check my phone settings to resolve things fast.”

For Ina, staying connected means more than just convenience—it’s about sharing her culinary journey in real time.

Chef Ina Bilbao’s recipe for stress-free travel? A dash of planning, a sprinkle of tech-savvy, and a generous helping of Smart Roaming. Whether you’re a business traveler, content creator, or simply someone who values staying connected, her story is a reminder that with the right tools, the world is truly at your fingertips.

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