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Five9′s Summer Release Accelerates Integration of SoCoCare

2014 June 12

Five9 new logoAt Call Center Week in Las Vegas Five9 officially launched the Summer Release of its core cloud-based contact center offering. The suite of offerings reflects the very aggressive approach the Five9 product development and marketing staff has taken toward integrating internally developed capabilities with those that had already been baked into SoCoCare’s platform at the time of acquisition last October. Speed was of the essence to maintain product differentiation and continue the revenue growth trajectory established in the months prior to the companies initial public offering (IPO).

In the very competitive market for multi-channel and omnichannel contact center resources, Five9 has done an admirable job of accomplishing its goal of “smart simplicity.” A new Multichannel Agent Desktop has a number of tools to make it simple for agents to carry out conversations or interactions with individuals through spoken or typed input over the phone, mobile SMS, email, chat or all of the above. Admittedly, only a small fraction of the employees of today’s contact centers are the so-called “super-agents” with the ability to fluidly toggle from one mode or channel to another; but Five9′s executives tell us that they are seeing RFPs from contact center operators of all sizes that make “cross channel and multichannel” support a requirement.

In response to this demanding market, Five9′s has stepped up the pace of integration and innovation while making many of the most complex processes simple to deploy and simple for both agents and managers to use. Under the covers, a home-grown (well SoCoCare-developed) Natural Language Processing (NLP) engine plays a key rule in understanding multiple text channels – spanning social, e-mail, chat and customer forums. It is able to cluster business issues, identify trends and analyze sentiment of text input, distinguishing between persistent issues (such as billing or product set-up) from unanticipated issues (often trending or crescendo-ing) that would indicate a problem that requires more immediate intervention or attention.

Understanding for meaning and context are used by an integrated rules engine to govern the treatment of each conversation or interaction, including those that involve self-service. Here is where managers can define the “triggers” that govern the next action to be taken. For instance a testy tweet or post that has been festering for a few hours may automatically cause a script to be forwarded to a specific agent along with a script that marches him or her through the process of resolving the problem.

The next wrung in the resource ladder are the agent tools that support incident resolution. Rules govern the prompts on self-service and intelligent routing of messages or conversations to the “right” agent, as well as suggesting the “next-best action by an agent or the most appropriate search results. This is how the smarts of the system keep things simple for the agents. Their desktops display a number of conversations – over a number of communications channels – simultaneously and enables them to “lock” into selected ones so that other agents can’t step in until they are resolved. Supervisors can define how many chats an agent can handle simultaneously; ditto for social media posts and other forms of messaging. All in the name of simplicity.

The Summer Release represents the first phase of Five9′s announced evolution, incorporating significant steps in the user interface integration (for agents, supervisors and customers) as well as a giant leap in native multichannel support. Phase 2, which will be completed in the second half of 2014 will introduce a “Multi-channel universal queue” and “suite wide NLP and business rules.” In effect bringing voice-based communications, which has leaned heavily on the old-guard methods involving DNIS (dialed numbers) for routing and ANI (callerID) as the basis for user identification to govern call treatment and CRM look-ups. Still, this first phase is a signficant step forward.

 

 

Interactive Intelligence Takes a “Pure” Approach With New Cloud-Based Offer

2014 June 5
by Tim Moynihan

ininScheduling general availability in Q4 of this year Interactive Intelligence announced PureCloud℠ a new suite of cloud-based services for communication, collaboration and customer engagement.

This enhancement of Interactive Intelligence’s four-year-old CaaS (Communications as a Service) portfolio brings three new functions to cloud-based and hybrid implementations of the flagship Customer Interaction Center. Specifically:

  • Interactive Intelligence PureMatch℠, a “matching scheme” that dynamically assigns customer interactions to contact center agents based on multiple attributes and criteria.
  • Interactive Intelligence PureCloud Social Customer Service℠, sort of like a “look-ahead” for customers, enabling them to view agent profiles and performance, like their service ratings and wait time, before choosing the agent best qualified to assist them.
  • Interactive Intelligence PureCloud Directory℠, which stores a broad set of user attributes, such as skills, work experience, location, and syncs with popular enterprise systems, such as Active Directory, Exchange, WorkDay, SharePoint, and Salesforce.

These are noteworthy additions to the Interactive Intelligence’s long-standing portfolio for four reasons:

  1. Realistic approach to cloud migration, reducing risk when moving to the cloud from legacy platforms as extension to the Customer Interaction Center (CIC) and other offerings
  2. Full service cloud offer for new/greenfield customers
  3. Fail-safe architecture with on-premise failover available
  4. Customer-Agent matching for better customer experience

Let’s examine each of these a bit more.

Realistic approach to cloud migration – Anytime companies migrate to another platform or delivery mode, there is risk; risk that something isn’t going to work right whether it be voice quality, security, routing or any number of other issues. Interactive Intelligence has a good grasp on those concerns by customers who are evaluating a cloud strategy, and who want to move cautiously as they begin to implement one. Interactive Intelligence is also leveraging Amazon Web Services’ good name and promising “enterprise-grade” performance in terms of scalability, reliability and security.

By introducing cloud as an extension of existing, on-premise gear such as the Customer Interaction Center (CIC), Interactive Intelligence acknowledges the reality of a planned migration by introducing cloud over a period of time.

Full service cloud offer – Interactive Intelligence’s full services suite covers enterprise and contact center concerns. The suite has a full complement of enterprise-class services known as unified communications. Additionally, the suite includes a full arsenal of contact center capabilities, with the ability to address voice, social, mobile and all other channels. Interactive Intelligence has experience over the years to understand how these channels interact with one another in a production environment. Legacy experience, coupled with a new cloud platform can make Interactive Intelligence formidable provider.

Fail-safe architecture – Following on the point above about a realistic approach to migration, I3 has included capabilities to run a fail-safe enterprise or contact center. Through their architecture and on-premise back-up devices, Interactive Intelligence is addressing a key concern of IT/Contact center manager who worry about the stability ongoing business operations.

Customer-agent matching – Interactive Intelligence introduced PureMatch, which matches callers with agents based a number of factors. I do think this is interesting and will be curious to see how this plays out. Several contact center venders are developing this type of capability. There will probably be some bumps requiring tuning needed over time as this capability develops. However, I’m sure it will play a factor in the customer experience equation over the long term.

Many of the new capabilities were developed by the personnel of OrgSpan, which Interactive Intelligence acquired a couple of months ago. Management deserves credit for making the fruits of the acquisition into the foundation of a comprehensive set of cloud-based and hybrid services that move to a public cloud (AWS) and also go beyond the boundaries of a traditional contact center.

New Apple iOS to Ship with Baked in “Hey, Siri” Feature

2014 June 2
by Dan Miller

Screen Shot 2014-06-02 at 3.03.55 PMWake-up words for smart devices are not a commodity yet; but success of hands-free trigger words by the likes of Sensory (dating back to this demo in 2010), “Hello Samsung” and “Ok Google” prompted Apple to make “Hey, Siri” the top feature promoted by Craig Federighi, senior vice president of Software Engineering, when he introduced iOS 8 at WWDC (Apple’s World Wide Developer Conference). Staring in 2010 I began covering these phenomena as “trigger words” which signal an Intelligent Assistant to start listening for spoken input or commands. More recently (and more accurately) both Google and Apple have begun to position them as part of the “always on” features of their devices and applications.

The “always-on” approach has a two advantages for end-users. They can turn it off to save power and extend the battery life of their mobile devices. Just as importantly, they can  make sure it is off when they want to protect their privacy or prevent unintended activation. Incidentally, Nuance, Sensory, Agnitio have demonstrated how voice biometric technology in conjunction with a wake-up phrase can deliver highly-convenient and highly secure access to mobile devices, applications and information.

As we near the half-way point of 2014, it is gratifying to see that many of my predictions at the end of 2013 are taking shape. The foundational technologies to support highly-personalized, natural user interfaces being supported by the leading firms in search and mobile operating systems. Giving individuals the power to take greater control over the conversations they carry on with the businesses and other people they trust will follow.

 

VBC-SF in Review: Growth Through Partnerships that Promote Trust

2014 May 23

125x125VBC_SF__14-15_2014The key take-aways from the intense day-and-a-half I spent at Voice Biometrics Conference-San Francisco surfaced in presentations by core technology providers, accompanied by their partners. Separately and together, speaker/partners made the case that biometric-based technologies are being integrated into fraud prevention and mobile authentication implementations around the world. More importantly, they demonstrated that go-to-market partners and incumbent security infrastructure providers play the important role of integrating voice biometric technologies into solutions in ways that leverage existing investments in contact center, risk mitigation and security infrastructures.

Announcements and news releases emanating from VBC validate these observations. A case in point is this press release from Pindrop Security and AGNITiO. The Passive Detection flavor of AGNITiO’s flagship product, KIVOX, has been integrated into Pindrop Fraud Detection System 2.0. Put into commercial-eze, AGNITiO’s Voice iD™ is now ships with Pindrop Phoneprinting™ technology, which the two companies position as an “end-to-end solution that meets the ease of use and privacy needs of customers and security demands of enterprises.” Bear in mind that AGNITiO’s engine is already integrated into Verint’s Actionable Intelligence® line  of contact center products by virtue of Verint’s acquisition of Victrio. The white label formula is working.

In a closely related story, TrustID, another leading provider of phone verification technology, announced its partnership with Nuance Communications, to incorporate voice biometrics-based caller identification technology into contact center fraud prevention infrastructures. The trend is clear. Using an individual’s voice “in the background” as a mechanism for assessing whether a caller is the person he or she claims to be strengthens fraud loss prevention tactics in measurable ways. It has a built in ROI when taking ongoing investment into account.

Voice biometrics have an important role to play in securing mobile devices, applications and, eventually, transactions. Mobility is the other opportunity are where partnerships among technology and infrastructure providers are taking shape. As David Harding, chief technology officer and vice president of ImageWare Systems (IWS) suggests in this presentation at VBC-SF, the rapid proliferation of smartphones is driving demand for multi-modal biometrics. As Harding points out, people everywhere are using smartphones as convenient replacements for personal computers. Use cases span business, as well as personal applications creating an acute need for stronger authentication and assurance that the device has not fallen into the hands of a criminal. Harding observes that “multi-modal biometrics will become as ubiquitous as smartphones,” noting that the devices are always present and hooked-up to the Internet. More importantly, with their cameras, touch screens and fingerprint readers, Harding calls them “the perfect biometric capture device.”

At VBC, SpeechPro announced that it is providing voice biometrics capabilities for IWS’s GoCloudID™, GoMobile Interactive™ and pillphone® products, and that its VoiceKey technology has been integrated into IWS’s core Biometric Engine to assure flexible deployment options, embracing cloud-based as well as embedded resources. This type of flexibility is one of the benefits of partnering.

SpeechPro was not alone in announcing mobile offerings in conjunction with security specialists. On Day 2 of VBC, AGNITiO’s co-founder Emilio Martinez was joined by François Grenier, telecom solutions business manager at Oberthur Technologies (OT).   Emilio provided a lead in to François’ presentation by debunking many of the prevailing myths that stand in the way of broad adoption of voice biometrics. He made the point that concerns about accuracy, replay attacks and other forms of spoofing and vulnerability to data hacks are overblown and have been addressed by today’s solutions. With those challenges behind us, AGNITiO forged relationships in the broader community of the FIDO Alliance, which has raised the profile of firms striving to replace vulnerable PINs and Passwords with more robust and easy-to-use authentication methods.

OT has integrated AGNITiO’s KIVOX Mobile into the Oberthur m-Wallet offering. It was demonstrated at CARTES 2013 exhibition in Paris. Using the passphrase “My voice is my password” individuals can unlock applications on their smartphones or gain access to sensitive data. The key selling points are that voiceprints are not stored in a centralized database; instead, the voice patterns are stored on a SIM card. The approach is two-factor by definition (voice and pass phase) and that it is “revocable,” meaning that the passphrase can be changed if there is concern that the trusted link between a service provider and the person in possession of the device has become suspect.

Grenier enumerated the strong points of mobile, multi-factor authentication in his presentation about the “My Voice is My Password” service. OT’s imprimatur on the joint offering can go far to allay concerns from the security officer community. Support in the marketplace from long-time security specialists like IMS and OT represents a true vote of confidence for voice biometrics.

This, in turn, sets the stage for robust growth for multi-factor authentication and fraud prevention solutions that integrate voice biometrics.

Aspect Poised to Deliver Solid Offerings for Omnichannel, Cloud Services

2014 May 22
by Tim Moynihan

aspect-logo-std-full-RGBThis week I attended the Aspect Customer Experience Conference in Miami. It’s been a few years since I attended an Aspect customer event and was curious to see how the company has transformed in that time. Since my last participation in the event, most the leadership has changed, the company has made a number of acquisitions (most notably, Voxeo) and much has changed in the world of customer engagement expectations and delivery methods.

I left the event very impressed.

During the keynotes, the Aspect leadership team was clear about priorities; happy, but not satisfied with bookings and “new logos” achievements, and felt similarly about their support for their customer base. They acknowledged that they’ve come far, but there’s much to do. It was refreshing and confidence-inspiring.

The leadership team clearly understood key market trends: cloud as a business value, the proliferation of devices, meeting consumer expectations, and the need for creative destruction. And they did a nice job of connecting these trends to their product and services offerings.

The Aspect Reference Architecture quite elegantly captured their product and services strategy. It highlighted the products that are homegrown and recently reinvested in, and also highlighted the incremental investments they’ve made to round out their offerings. They presented a compelling end-to-end view including omnichannel engagement, workforce management and back-office management, underlined by security and compliance, reporting and analytics, and enterprise integration – all with the ability to be delivered on-premises or in the cloud.

Speaking of the cloud, Aspect is making a smart bet on the cloud. They recently brought in new leadership, launched a cloud-based contact center offer called Zipwire and acknowledge that there are going to be a variety of deployment models incorporating premise, cloud and hybrid models. I think this approach is a very compelling and realistic as companies move the cloud.

I recommend you keep an eye on Aspect. I felt really positive about how far they’ve come in recent years, and believe they are poised for very good things. They have a solid strategy, and now it’s all about execution.

Key Takeaways

  • Aspect articulated a solid strategy, supported by organizational requirements and product service offerings
  • Aspect has developed a compelling reference architecture to bring together new products and service offerings for both cloud and on-premise
  • Investing heavily in cloud-based offerings
  • Aspect recognizes key industry trends – such as “omni-channel” engagement – and plans capitalize on them
  • Services approach is solid, extending into digital experiences
  • Augmenting offerings with solid workforce optimization (WFO) and back-office products and services
  • Great strategy, solutions, people and plan — now need to execute

Voice Biometrics Conference SF 2014: Strong, Simple Security 
for E-Commerce and Mobile

2014 May 9

125x125VBC_SF__14-15_2014“Security matters. Strong authentication is key. Voice makes it personal.”

These basic truths permeate the packed agenda of keynotes and panels we’ve assembled for next week’s Voice Biometrics Conference San Francisco (May 14-15, 2014).

Speakers strike a balance between experienced security specialists, financial services professionals, mobile mavens and customer experience executives. All share their experiences and points of view regarding the best uses of voice biometrics and related technologies to reduce fraud loss and provide better, more personalized and highly secure conversations.

Highlighted keynotes include Beth Gallagher, VP of Payments Innovation at U.S. Bank, and José Ignacio Zorilla, Executive Director of Channels at Banco Santander Mexico.

Panelists and presenters represent a spectrum solutions providers, including Nuance, NICE Systems, Verint, VoiceVault, Pindrop Security, AGNITiO, VoiceTrust, IBM, RSA, ValidSoft, VoiceIT, OneVault, ImageWare Systems and Oberthur Technologies. They will discuss the issues that are shaping mobile authentication, as well as the key factors that will help voice biometrics fulfill its manifest destiny of strong, simple authentication, at scale, across multiple devices and vertical industries.

Attendees span security specialists, customer experience officers, mobility mavens, contact center managers and technology planners from many of the largest commercial banks, payment card issuers, insurance carriers, diversified telcos, mobile operators, credit bureaus, search engines, device makers, hosted contact center operators, premises-based enterprise software providers and mobile payment specialists.

Join us to help shape the future.

And don’t miss the Networking Reception, hosted by Pindrop Security, on Wednesday, May 14, 5:00pm – 7:00pm with the chance to win an Amazon Fire TV!

VBCSF_sponsors

NICE Systems Gaining Traction for Real-Time Authentication, including Seamless™ Passive Enrollment

2014 May 5
by Dan Miller

NICE_150NICE Systems has stepped up the marketing efforts surrounding its suite of Real-Time Authentication solutions by formally announcing that it is “already being used by several large financial institutions across the globe, handling millions of calls with high availability and large-scale capacity.” More importantly, it has broadened the product suite by using a “Seamless™ Passive Enrollment process” that leverages previous call recordings to create voiceprints that can be used to confirm each caller’s identity in the background during a call into a company’s contact center.

At Voice Biometrics Conference-San Francisco next week, Elad Hoffman, Solution Manager at NICE Systems, will describe how Seamless™ Passive Enrollment is being implemented by a leading European bank in a session called “Passive Enrollment Takes Off.” Elad will describe the revolutionary aspects of both passive enrollment and real-time authentication. He’ll be able to describe how the former obviates the need for banks or financial institutions to prompt customers through a process that takes a few minutes (even in the ideal) and, in some cases, has caused customers to question why they need to repeat the same phrase three times. The latter has proven the value of using business rules and speech analytics in real time to provide an ongoing score of the risk that the individual on the other side of the phone line is a criminal.

A third element of the solution is the Contact Center Fraud Prevention solution suite built on the NICE Actimize product set. Together they comprise a layered approach to fraud reduction that includes enrollment and creation of voiceprints leverageing existing call recordings and passive voice biometric-based authentication to complement existing resources that screen contact center interactions to identify fraud and then help agents take the appropriate actions while in a conversation with a known fraudster. The solution also leverages the text-independent voice biometric engine from Nuance Communications.

This type of product is yet another example of technologies that help a business achieve internally generated key performance measures (KPIs). They stop fraud, speed up call handling times and leverage existing resources while, at the same time, creating a better experience for customers at potentially massive scale. For readers who wonder why this hasn’t taken off sooner and whether there are barriers to broad adoption. Part of the answer has to do with differing interpretations surrounding the handling of call recordings. At a minimum, financial institutions will have to change the preamble to each call. It is well-known that “This call is being recorded” has become a ubiquitous announcement in the course of calls to financial services contact centers. Indeed, every second of every call is subject to recording and some sort of analytic interpretation to make sure that it complies to industry requirements.

A new wrinkle happens when multiple recordings are used to generate a voice biometric template. At a minimum the preamble must be changed. In the past the announcement has said “This call is being recorded for training purposes” or “This call is being recorded to comply with the law.” Staying on the line after hearing the preamble is a form of consent. Federal laws surrounding privacy in many European countries require that storage of information be “purpose driven” and that those purposes be made explicit in order of an individual to give consent. In similar instances, firms that record calls with customers have found that it is sufficient to notify callers that the call is being recorded and then provide details in printed material or disclosures on Web sites. A consensus is building that it is mandatory to tell a caller that a conversation is being recorded as part of efforts to provide evidence of a transaction that is non-refutable.

Other details, like how long a recording is stored, with whom it may be shared, and whether it may be distilled into a voiceprint or template, can be spelled out in contractual statement using another channel. In the U.S., such laws and conditions vary from state to state. There is uneven enforcement in Europe as well. That said, it is always a best practice to err on the side of greater disclosure and gaining customer consent.

Adtech Global Ignite Delivers Business Value with Speech Analytics

2014 May 1

Adtech_GlobalHow is your contact center implementation services team adding special value? Are they thinking about the things that can really drive your business? Asked another way, are they advancing commerce in the customer conversation?

I began thinking about this as I recently read about Adtech Global who recently launched a program called Adtech Global Ignite based on Verint’s 360 Speech Analytics solutions. I think Ignite is evidence of a services and solutions provider adding enhanced value to their customers through a deep understanding of the customer journey.

An analytics program, including a speech-oriented one such as Ignite, is important for Conversational Commerce based on:

Context – A holistic analytics program is foundational for context-based conversations. Providers must enable contact centers to provide a context-based conversation. Actionable understanding on how an individual customer interacts with the contact center is a powerful tool to conversational success.

Integration – By gathering data from a variety of sources – speech analytics, workforce optimization and recording elements – can certainly paint a better picture of the customer journey and experience.

Modeling and Behaviors – Analytic tools allows organizations to build a knowledge base with the ability to model and predict customer behavior. This enables the opportunity to reconfigure the customer journey in real-time to adapt to changing expectations.

How are you using analytics in the critical steps to improve the customer conversation to drive commerce? Let me know your thoughts.

Who Needs the Talking Refrigerator When You Have Amazon Dash?

2014 April 30

amazon.com logoIt’s been called a “magic wand,” a “wifi scanner with voice recognition,” and “the little gadget that goes grocery shopping for you.” But the Amazon Dash is best thought of as a part of a generation of Intelligent Assistants that we, members of humankind, should start getting ready to master.

As background, the people who pay the world’s largest retailer the $299 annual fee to be a member of AmazonFresh and who have the good fortune of living in selected neighborhoods in Seattle, San Francisco or Los Angeles can receive a new order entry device for free. The device, as depicted in the video below, is about the size of a TV remote. It has an embedded barcode reader (using LEDs instead of lasers, according to the company) and it has a microphone that supports enough speech recognition capabilities to enable users to dictate their shopping list by entering orders in their own words. “Guitar strings” and “strawberry yogurt” and “apples” are the examples in the video. They are pretty easy to disambiguate.

Have a look:

The device hooks up to a home’s WiFi network. Orders are completed through the Amazon.com Web site  on a PC or the Amazon app on a mobile device. It is unclear from the video whether Amazon uses Dash as anything more than an order entry device, but I can definitely see how a little dialogue management, natural language processing and artificial intelligence will transform it into a full-fledged Intelligent Assistant. Amazon has already received a process patent for applying “predictive analytics” to support “anticipatory shopping,” so it is anybody’s guess how long it will take for Dash to start making suggestions like “aren’t you forgetting the… ‘strawberry yogurt’ or ‘apples’?”

This seems like a natural evolution of Amazon’s recommendation engine. The seeds were planted more than a decade ago for the Web site, when it was just recommending books or dry goods. It is interesting to see how Amazon is embedding speech recognition into TV remotes/set-top boxes and e-commerce Web sites. Based on reviews, there is a definite “wow” factor but there are still some kinks and inconsistency that early adopters are encountering. In this article in The Verge, Dan Siefert points out that the “voice search” is “fast, easy and accurate, but limited to Amazon’s own content.” That means that you can’t use the remote’s voice control once you get into a video game or other streamed application.

Integrating fast, accurate, natural language speech recognition into the user interface of the appliances and devices that a person uses every day is a major step forward. Dash has a limited geographic footprint at this time, but it represents a great leap forward for intelligent assistance. In the guts of Amazon are Yap and Ivona to handle speech rec and text-to-speech rendering and Evi (TrueKnowlege) to support natural language interactions. It’s just a matter of time.

 

Debut Conference To Tackle Opportunities for “Siri-like” Intelligent Assistants for Mobile and Enterprise Activities

2014 April 23

125x125_IA_2014Intelligent Assistants Conference 2014 will showcase real-world efforts to improve mobile customer experience, self-service efficiency, Web-based chat effectiveness and conversational commerce

San Francisco’s historic Palace Hotel will be the venue for a one-day event (Intelligent Assistants Conference, September 16, 2014) presenting applications, opportunities and challenges associated with offering human-like automated self-service.

Organized and produced by Opus Research, this first-of its-kind event will showcase efforts to improve mobile customer experience, self-service efficiency, Web-based chat effectiveness and conversational commerce by investing in solutions that put Natural Language Processing, Machine Learning, Artificial Intelligence and Advanced Analytics resources into practice in the real world.

“Interest in Intelligent Assistants is growing fast,” explained Dan Miller, founder and senior analyst at Opus Research and IAC conference chair. “Siri is seven years old and it’s been three years since IBM’s Watson defeated the champions on Jeopardy. Big Blue is poised to spend in excess of $2 billion on ‘cognitive computing’ to take on Google, Apple, Samsung, Intel and dozens of other solutions providers.”

At IAC 2014, presenters and panelists will discuss:

  • New Opportunities: Whether it’s called Cognitive Computing, Perceptual Computing, Conversational Commerce or some other variant, find out how Intelligent Assistants (IAs) figure into mobile devices and enterprise IT infrastructure strategies.
  • Competitive Landscape: Giants like IBM, Apple, Google, Intel, Nuance, Samsung and Amazon are joined by feisty innovators like Expect Labs, IntelliResponse, NextIT, Artificial Solutions, Linguasys, Inbenta and dozens of others.
  • Real-World Implementations: Case study presentations in a variety of verticals as well as horizontal apps like mobile assistants and branded, enterprise ‘bots.
  • Operational Decisions: Should IAs operate “in the background” like GoogleNow or sport a persona like Siri? What is the balance between human-assistance and automated assistance?

Sponsors for Intelligent Assistant Conference 2014 include Nuance, Interactions and Linguasys.

To learn more about event speaking and sponsoring opportunities, please contact Pete Headrick (pheadrick@opusresearch.net, 415-904-7666) or click here.