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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Opus Research Report: “Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition)”
In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services.
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Awards Showcase Excellence and Achievement in Customer Experience, Innovation, Brand Support
Opus Research Awards are intended to showcase excellence and achievement for real-world enterprise customer deployments of conversational technologies.
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Redefining Digital Self-Service and the Customer Experience | C3 London May 2018
Opus Research, the firm that coined the term “Conversational Commerce,” is proud to announce the launch of a Conversational Commerce Conference London (May 8-9, 2018) conference tackling real-world opportunities for Intelligent Assistance and Intelligent Authentication.
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Webinar: Executive Survey — Drivers for Deploying Speech Analytics (2017 Edition)
In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services.
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How Royal Bank of Canada Built Operational Improvements with an AI Virtual Assistant
In a case study demonstration and live demo at the 2017 IA Conference San Francisco, RBC showed how a new conversational interface increased customer satisfaction for Canada’s largest bank.
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Announcing the 2018 Conversational Commerce Conference Global Series
Opus Research, the firm that coined the term “Conversational Commerce,” is proud to announce the launch of a global series of conferences that tackle real-world opportunities and challenges of Intelligent Assistance and Intelligent Authentication.
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Case Study: IP Australia’s Alex Improves Digital Self-Service with Human-Like Interactions
As part of a digital transformation mandate, the Australian government agency greatly enhanced digital self-service in supporting over 50,000 customer interactions thanks to an intelligent assistant developed by Datacom.
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Case Study: Conversational AI Powers DBS digibank’s Virtual Banking Assistant
DBS digibank, India’s first mobile-only bank, is leveraging Kasisto’s conversational AI platform, KAI Banking, to acquire new customers, drive digital engagement and reduce operating costs.
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Case Study: How FedEx Is Leveraging Intelligent Assistants, AI, and Natural Language Understanding
With 12 million shipments a day and a target audience of over 55 million unique visitors to fedex.com, FedEx deployed an AI-powered virtual assistant, handling over 6.7 million conversations in North America alone, yielding an 80%-81% first contact resolution rate.
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Intelligent Assistants Conference San Francisco 2017 – Agenda & Presentations
Hosted by Opus Research, IA Conference San Francisco 2017 featured FedEx, IHG, Samsung, Facebook, Jordan-Nike, L’Oreal, Royal Bank of Canada, Comcast, IP Australia, and Ageas Insurance, among others, showcasing how brands and enterprises are introducing intelligent assistants for automated digital self-service, conversational marketing and customer service.