Opus Research defines “Eight Characteristics of Highly Successful Enterprise Intelligent Assistants (EIAs)” and identifies 13 firms whose platforms offer human-like, automated services as a natural user interface for customer care and self-service.
Tag Archive for ‘customer experience’
Enterprise Intelligent Assistants (EIAs) are quickly morphing from “assistants” into “advisors,” informed by decades of FAQs, contents of Web chats and transcripts of contact center recordings.
People are taking command of how they carry out commerce through their smartphones and PCs, starting with search and culminating with queries and transactions that involve a company’s automated systems (voice response or chat) or live agents.
VBC New York 2015 brought together executives and decision-makers to learn how voice and multi-modal biometrics can help fight fraud, delight customers and deliver enterprise value. See the agenda and select presentations.
Voice biometrics-based solutions are gaining greater visibility with the general public, thanks to implementations by some of the most respected companies in the financial services industry.
Live Ops is granted U.S. Patent 8,929,536 (granted in January) for “an efficient multi-channel pivoting among synchronous and asynchronous communication channels during a communication session.”
Aspect software has introduced a new network element, the Continuity Server, to help customers pick up where they left off as they carry out conversations that take place over a time and cross multiple communications channels.
Opus Research Conference Highlights the Value of Virtual Assistants for Mobile and Enterprise Activities
Intelligent Assistants Conference 2015 to showcase real-world efforts to improve mobile customer experience, self-service efficiency, Web chat and Web-based interactions, and the future of the contact center.
A new report from Opus Research determines that, on average, customers use between 4 and 5 different “channels” to support their commercial endeavors led by email, phones, websites, social media, mobile apps and brick-and-mortar stores.
Intelligent assistants are establishing additional business value by extending their reach further inside the enterprise.