Many details need to be worked out surrounding how instructions given by a live person's digital representation are recognized and performed.
Posted December 05, 2024
Generative AI can eliminate the Rube Goldberg analogies prevalent in past customer service interactions.
Posted October 10, 2024
Class-action lawsuit misrepresents what contact center-as-a-service providers do with call recordings.
Posted August 08, 2024
The data privacy issue is all the rage, and GDPR presents a lot of opportunity for companies and consumers.
Posted May 25, 2018
Artificial intelligence's infusion into marketing and customer service is enabling more conversational interactions.
Posted March 23, 2018
The optimal way to engage customers is in conversations that span device types and modalities.
Posted January 19, 2018
Solutions are still expensive, but the benefits outweigh the costs when it comes to speech analytics.
Posted November 03, 2017
The hype around artificial gives way to real-world use cases where bots and virtual assistants can help in customer service.
Posted August 25, 2017
Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it.
Posted June 02, 2017
New developments and improved functionality make virtual assistants a technology to continue watching.
Posted March 10, 2017