This edition focuses on:

1. OpenAI’s GPT 4.5: Enhanced Emotional Intelligence

2. Alexa+: New Agentic Capability

3. Gibber Link: A Language for AI to AI Phone Calls

4. Job Opportunities for CX Leaders

5. Q1 In-person meeting in San Jose, CA

1. OpenAI’s GPT 4.5: Enhanced Emotional Intelligence

OpenAI recently released GPT-4.5. It’s designed to engage in more intuitive and emotionally nuanced conversations, making interactions feel warmer and more human-like.

Importantly, the hallucination rate dropped from 61% (with GPT-4o) to 37.1% (with GPT-4.5). Many large enterprises still consider this risk of hallucination too high for deployment in customer facing applications.

Meanwhile, some companies have already been moving forward. They are comfortable with the risk, especially when it's mitigated by vendors they work with.

It’s expected that voice AI adoption will accelerate as GPT-4.5 makes its way into vendor demos and API costs drop.

GPT-4.5 is significantly more expensive than GPT-4o. But the trend is for new model costs to rapidly drop over the course of a year.

You can read more about GPT-4.5 here.

2. Alexa+: New Agentic Capability

Amazon has revealed Alexa+ with enhanced ability to complete tasks. This raises questions of whether and how CX teams should enable their customers to interact with them through Alexa. Here’s a demo: https://youtu.be/YYbAJ2nh25M?si=01g3qyWM4dV9x70_

You can read more about Alexa+ here.

3. Gibber Link: A Language for AI to AI Phone Calls

Gibber Link was recently developed at a London hackathon. It’s a communication protocol designed to optimize interactions between AI agents on phone calls.

In short, it’s an audible, non-human language that’s highly efficient.

Many people view this is an advancement in AI to AI communication. For instance, companies can allow humans to communicate with more expensive models that are emotionally intelligent. And then can save costs by switching to Gibber Link when AI is calling.

Here’s a demo: https://youtu.be/EtNagNezo8w?si=2783SOb8ZC17O5OD

 You can read more about Gibber Link here. 

4. Noteworthy Job Opportunities for CX Leaders

A. Director of Call Center Operations, NationsBenefits

NationsBenefits is looking for an individual who is is responsible for the strategic planning and execution of all Call Center operations. This is a full-time in-person position located in Plantation, FL.

Check out the full job posting and apply here.

B. Advanced Analytics Director, FanDuel

FanDuel is looking for a Director – Advanced Analytics to join their Customer Operations Team. The Position is Hybrid, with offices in New York, New Jersey, Georgia, California, Canada, and Scotland.

Check out the full job posting and apply here.

C. Senior Director, Global Customer Support, ROKT

ROKT is a fast growing tech company in the e-commerce industry. They are looking for someone to build, mentor and inspire a high-performing, dispersed, team of Technical Services Engineers. The job is on-site in New York City.

Check out the full job posting and apply here.

5. Bay Area Q1 In-Person Meeting on March 21

Join us for the CCAIA Q1 In-Person Meeting in San Jose, CA, on March 21.

The Boardroom-style meeting will focus on "Learning from Launches." CX leaders will exchange insights from implementing AI in their operations.

There will also be a Q1 legal update narrowly focused on new regulations and recent litigation involving the use of AI in customer support.

It's an education-packed 2‑hour meeting, followed by an early dinner.

There is no recording or broadcast of the meeting. This encourages open and honest conversations. We will distribute the distilled insights through this newsletter.

But there's only 15 spots.

You can apply to attend here:

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