Author Archives
Derek Top, Principal Analyst & Research Director, Opus Research
Derek Top is Principal Analyst and Research Director for Opus Research, a diversified advisory firm tracking how AI, LLMs, and advanced technologies are impacting customer experiences and enterprise applications. For more than 20 years, he has been covering technology innovation and spearheading analysis about how Conversational AI and Conversational Intelligence technologies transform businesses and reshape customer experiences.
Previously, Top served as senior associate editor with Optimize magazine and InformationWeek covering business technology and enterprise IT trends for CMP Media and UBM. Before joining CMP, Top was managing editor with Streaming Media, Inc. Prior to Opus Research, he was senior editor and program director at the Trellis Group. There he helped produce the VERGE conference series and wrote about how technology convergence drives innovation for smart energy and sustainability.
Contact: [email protected]
Twitter: @derektop
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Bank of America’s Intelligent Assistant Erica Helps Guide More Than 7 Million Customers
The growth and success of BofA’s Erica demonstrates how natural language customer conversations help support omnichannel strategies and enable digital self-service anytime, any place, and on any device.
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Intelligent Authentication Conference 2019 – Agenda & Presentations
Hosted in Munich, the 2019 Intelligent Authentication Conference featured case study presentations from Lloyds Banking, Deutsche Telekom, and Allianz, and in-depth panel discussions from leading industry experts.
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Webinar: “Stop Losing Customers: Listen to Them with Speech Analytics”
Opus Research and the Age of Learning discuss how speech analytics can help you listen to the voice of all your customers, and use the insights to guide business decisions.
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Announcing Opus Research’s 2019 Conversational Commerce Conference (NYC | Oct 8)
C3 New York City is designed to help organizations unlock the power of machine learning, natural language processing (NLP), AI & Analytics, conversational marketing, and intelligent assistance technologies.
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Customer Authentication is Broken and Voice Biometrics Can Help Fix It
Opus Research’s Intelligent Authentication Conference (Munich, Germany | June 4th) showcases real-world customer deployments of voice biometrics to help prevent fraud and enable better customer experiences.
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Zoho Sets Its Sights on Conversational AI and the Future of Commerce
Intent on creating a one-stop shop for all business technology applications, Zoho releases Commerce Plus — a fully integrated e-commerce platform optimized for content management and dynamic personalization.
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Webinar: “Machines Search for Meaning: Tackling the Chaos of Big Data for Customer Care with AI”
How conversational middleware and speech analytics solutions understand the meaning and context of customer conversations to surface business insights.
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Lloyds Bank, Deutsche Telekom to Present Case Studies at the 2019 Intelligent Authentication Conference
The 2019 IAuth Conference (Munich, Germany | June 4) will showcase how intelligent authentication in enterprise voice and digital channels can stop fraudsters and build customer loyalty.
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Phonexia Taps Deep Neural Networks to Improve Voice Biometric Performance
Czech-based Phonexia releases its fourth-generation, voice biometrics product (“Deep Embeddings”) using Deep Neural Networks to improve equal error rates (EER) and require less time to identify speakers.
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Opus Research report: “DIY Guide to Chatbots and Virtual Assistants”
New technology platforms are accelerating proliferation of intelligent assistants and chatbots with predictive, cognitive and Natural Language Processing (NLP) resources used to deliver high-quality conversational experiences.