Opus Research presents and analyzes core metrics in the implementation of chatbots and intelligent assistants and introduces emerging performance benchmarks for contact center and customer care operations, employee productivity, and, ultimately, the bottom line.
Learn how a new category of Speech Analytics solutions integrates machine learning and natural language generation to create dramatic efficiencies, accuracy, cost savings and return on investment.
As businesses of all sizes investigate how and why to introduce “Conversational AI”, Opus Research and Inference Solutions explain why Natural Language will shape the future of Conversational Commerce.
Think 2019 showcased a slew of sessions and topics delving into real-world opportunities of humans and machines working together, namely with IBM’s Watson Assistant.
Opus Research seldom makes note of personnel changes on this site, but the hiring of Jose de Castro as Sr. Architect for Twilio Flex confirms the reality of a new world order for the Communications Platform as a Service (CPaaS)…. Read More ›
In this white paper, Ravin Sanjith with Opus Research outlines how voice biometrics-based, “zero-effort authentication” enables intelligent automation, reduced customer effort (no more PINs and passwords), and improved confidence in security.
As a leading provider of business, collaboration, and productivity applications, Zoho has integrated conversational AI capabilities into its suite of products with “Zia,” an intelligence-enabled assistant and analytics engine.
How the implementation of Conversational AI can deliver pleasant customer experiences, improved agent and supervisor job satisfaction, and higher customer value.
Avaya Engage 2019 – which attracted over 2,600 users partners, executives and analysts – is in the books. This year featured an upbeat vision for existing customers, partners and integrators to migrate significant amounts of their communications resources to new… Read More ›
In this upcoming webinar (February 7, 2019), Opus Research and NICE discuss how the creation of high-quality fraudster watchlists from historical recordings is a revolution in the fight against fraud.