Author Archives
Dan Miller has over 25 years experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers. Dan founded Opus Research in 1985 and helped define the Conversational Commerce marketplace by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure.
As Director of the New Electronic Media Program at LINK Resources from 1980-1983, he helped define one of the first continuous advisory services in the information industry. He then held management positions at Atari, Warner Communications and Pacific Telesis Group (now part of AT&T).
Dan founded Opus Research, Inc. and published Telemedia News & Views, a highly-regarded monthly newsletter regarding developments in voice processing and intelligent network services. He served as Editor-in-Chief of The Kelsey Report, where he also oversaw the launch of advisory services on local online commerce, voice & wireless commerce and global directories.
Dan received his BA from Hampshire College and an MBA from Columbia University Graduate School of Business. He is a frequent speaker at industry conferences. He has been quoted in SpeechTek magazine, the Wall Street Journal, Wired.com, CommWeb and elsewhere. He has also provided commentary on CNN and TechTV.
Contact: [email protected]
Twitter: @dnm54
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The Future of Intelligent Assistance Blends Artificial Intelligence and Human Touch
Recent announcements from Nuance, Genesys, IBM and LivePerson underscore how companies are finding huge benefits in combining artificial intelligence tools and human workers to improve customer service.
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How Intelligent Assistants Can Address Complexities of Self-Sovereign Identity
Heavy fines and the potential for data breaches can lead to public shaming of top executives and spell huge incentives for companies to outsource management of personal data.
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The Cisco/MindMeld Connection: Conversational Assistance for Spark and Contact Centers
Cisco is acquiring MindMeld (formerly ExpectLabs), whose CEO and founder Tim Tuttle has been one of the most eloquent proponents of using computers to understand what people say accurately and at scale.
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Experienced Executives Talk about Intelligent Assistants’ Impact on CX (and Their Bottom Lines)
With “voice-first” devices in 10 million homes answering to “Alexa”, “OK Google” or simply “Computer”, the #IAConfLondon is the place to meet the people that are defining the best ways to incorporate Intelligent Assistants into your customer care strategies.
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Amazon Connect Will Disrupt Cloud-based Contact Centers and Interactive Voice Response
Running atop Amazon’s AWS cloud-based computing platform, a company can set up a contact center with just a few clicks and then pay by-the-minute for actual usage.
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For Brands, Past is Prologue for Alexa and Google Assistant
Enough time has passed to analyze consumer usage data and begin to draw some conclusions about the use of voice-first Intelligent Assistants.
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Intelligent Assistants in 2016: Customer Control Means False Choices
Acquisition and deployment of platforms that make things effortless for authenticated customers is not an effortless process for enterprise professionals.