Author Archives
Amy Stapleton is a senior analyst and regular contributor to Opus Research. Amy is a seasoned professional with a rich background in Conversational AI and technology innovation. Since 2016, Amy has been at the forefront of Conversational AI, continuously pushing boundaries and exploring new possibilities. She has a proven track record of building successful voice applications on the Amazon Alexa platform. More recently, Amy has been dedicated to addressing the unique needs of isolated older adults through the power of Large Language Models (LLMs). In her previous stint as an analyst at Opus Research, Amy covered emerging trends and cutting-edge technologies in conversational assistance. Amy's career also includes nearly 15 years at NASA, where she served as an IT Manager and Branch Chief in the Enterprise Applications division. Her contributions in this capacity contributed to the smooth operation and digital transformation of NASA's technological infrastructure. Before her time at NASA, Amy honed her expertise at leading technology giants IBM and SAP. Her experience in these companies provided her with a deep understanding of enterprise-level systems and their integration, further solidifying her proficiency in managing complex IT projects.
e | astapleton@opusresearch.net
T | @Talks2Bots
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From CCaaS to CXA: What Talkdesk’s 2025 Analyst Summit Signaled About the Next Phase of Contact Center Automation
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OpenAI’s AgentKit Meets the CX Moat
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“Buy it in ChatGPT” Puts a New Spin on Agentic Shopping
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Air-Gapped AI Gains Ground as Enterprises Seek Control and Compliance
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Reflections from Verint Engage 2025: AI, Bots, and the Future of CX Automation
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Retail’s AI Companions: Williams-Sonoma Joins Walmart in Reimagining Shopping
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GPT-5 and Open-Weight Models: What Matters for CX and CCaaS Right Now
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From Conversational Commerce to Agentic Shopping: Walmart’s Strategic Leap into the Future of Retail
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Vonage and AWS Nova Sonic: Exploring the Promise—and Limits—of Speech-to-Speech AI in Contact Centers
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Dear Media: Stop Treating Every AI Chatbot Like a Failure









