In this report, Opus Research Lead Analyst & Founder Dan Miller outlines key strategies for enterprises to deploy text-based virtual digital agents that reach consumers on their preferred channels, serve rich content, and provide a more comprehensive customer care experience.
Opus Research presents a comprehensive assessment of the current Intelligent Assistant (IA) and bot solution provider landscape with special focus on 28 vendors offering “enterprise-grade” solutions, accounting for over 2,700 deployments of intelligent assistants among 1,200 customers.
Customer experience professionals must be poised to take advantage of intelligent assistants or automated chat agents that provide personalized service and superior customer care.
[24]7’s acquisition of IntelliResponse is an important step in the development of the conversational engagement model that is becoming necessary in the mobile-first, multi-channel world of digital commerce and customer care.
Interactions and AT&T let it be known that the AT&T Watson(sm) portfolio of speech processing, natural language understanding and text-to-speech rendering are foundational to Interactions’ highly human-sounding self-service resources.
Natural language processing and understanding has long been the yardstick for measuring the human-like qualities of computers, so it is no surprise that Kurzweil, in his capacity as Director of Engineering, will reportedly focus on machine-learning and language-processing projects.