Previously at Forrester, Jacobs has been at the forefront of research on conversational AI, covering the technology and its applications in customer service since 2005.
Conversational Intelligence
Navigating a Future of Automation: Strategic Insights from NICE’s Analyst Summit 2024
NICE executives presented their vision for CX automation at the NICE Analyst Summit 2024, where they showcased new features of the CXOne Mpower suite that boost human-free workflows.
Zoom Unveils AI Companion 2.0: Advancing the AI-Assisted Workplace
AI Companion 2.0 represents an interesting leap forward in AI integration across Zoom’s ecosystem and the potential of predictive, autonomous assistance.
How Invoca’s PreSense Enables Smarter Routing and Improved Conversion Rates
Customer intelligence tools, used by DIRECTV and MoneySolver, enable remarkable improvement in conversion rates for sales agents and smarter call routing.
Open AI’s Realtime API: A Disruptor for Customer Self-Service?
The powerful Realtime API tool enables building sophisticated self-service voice applications advancing the state of the art in Conversational AI.
Verint’s Engage 2024 Reveals the Practical Power of GenAI
At their customer event in Orlando, Verint introduces AI-powered bots for knowledge automation and analytics to drive real business outcomes.
Optimizing the Customer Journey to Improve Revenue Outcomes
Join Opus Research and Invoca (Oct 16) to learn how connecting the buying journey data from click, to call, to conversion drives more revenue and customer lifetime value.
Five9 Is All In on Genius AI
Five9, a leader in the Contact Center as a Service (CCaaS) market, stays ahead of the curve by making two new products generally available as part of a growing portfolio branded as “Genius AI”.
Costs of Generative AI Continue to Drop, Unlocking New Possibilities
With LLM costs dropping rapidly, contact centers can explore more creative uses of Generative AI and customers can hope to benefit from improved pricing models.
Salesforce Pushes Forward with Gen AI: Introducing Einstein Service Agent
Salesforce’s fully autonomous AI agent represents an important leap for GenAI chatbots and the accelerated adoption of LLMs across business functions.