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    Modernize Live Chat with an AI Chatbot

    Offering your customers a way to self-serve is critically important in this age of insta-everything. Optimize your chat channel with the power of AI. Align Alme® intelligent virtual assistants (IVAs) with your live chat operators and CSRs to maximize self-service and assisted-service potential. Read more >

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    | November 12, 2018
  • Enterprise Chatbots

    Enterprise Intelligence: Your Future Depends On It

    Implementing artificial intelligence (AI) across your enterprise to solve business challenges is a no-brainer. It is table stakes today, but where businesses fail is in their inability to garner their enterprise intelligence through data, AI and human expertise and remove obstacles that inhibit their business strategy. Insights can reveal critical needs and keep your business [...] Read more >

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    | October 8, 2018
  • Artificial Intelligence concept

    2018 Opus Research Conversational Commerce Conference Highlights

    “Don’t get mesmerized by the tech, get mesmerized by the business impact,” Dan Miller, founder of Opus Research, advised me over lunch prior to the start of this event. These words stuck with me and incidentally formed the core message at this year’s Conversational Commerce Conference (C3) in San Francisco. AI is a powerful tool, [...] Read more >

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    | September 28, 2018
  • laptopforblog

    Ask the Expert: Applying Machine Learning for Business

    Machine Learning for Your Business Machine learning is a hot topic so we’ve created a new webcast series called “Ask the Expert” with Joe Dumoulin, our Chief Technology and Innovation Officer, and Jen Snell, VP of Product Marketing. This two-part series explores the basics of machine learning and how businesses should evaluate and measure it — with a [...] Read more >

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    | September 26, 2018
  • AI Patient Engagement

    Conversational AI and Chatbots Fill Pharma Engagement Gap

    The reality for patients with chronic conditions is that they often need access to care 24/7, and they, as well as their caregivers, have a lot of questions about their disease state and medication. Today’s consumers are craving real relationships directly with their medication makers and conversational AI technology empowers it and more. Read more >

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    | September 13, 2018
  • chatbotforblog

    From here to ‘Her’: Evolving chatbot interactions to meet the relational needs of humans

    Conversation is emerging as the next great human-machine interface. A study published in 2017, investigated the presence and effect of relational language on intelligent virtual assistants (IVAs) or chatbots. The study shows that people are increasingly attempting to relate to chatbots as they would human agents. It makes sense, customers get in touch with brands not only [...] Read more >

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    | August 26, 2018
  • IVA for Payers1

    Intelligent Virtual Assistants for Payers

    Artificial intelligence (AI) is transforming businesses across industries and continents, allowing those who invest in the technology to leverage data, automate processes and gain or sustain a highly-coveted competitive advantage. The health insurance industry is no exception and payers who utilize AI technology like intelligent virtual assistants to engage consumers will continue to widen the gap between those who have and haven’t. Read more >

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    | November 10, 2017
  • Female Engineer

    AI Will Work for the Workforce — Just Look at Call Centers

    Over the past year, we’ve seen many dramatic reports covering the impact AI will have on the workforce. The fear of automation replacing jobs has overshadowed the potential opportunities and even benefits of AI. Those concerns are not without merit, of course, as any evolving means of production and technologies will invariably change the way [...] Read more >

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    | March 7, 2017
  • How Government Agencies Are Relying on AI

    With the administration taking shape in Washington D.C., a lot of attention is being focused on how new policy initiatives will impact government agencies. One trend we expect to continue through the next four years is an increased emphasis on intelligent virtual assistants and AI. This isn’t a new trend, of course. Eleven years ago, [...] Read more >

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    | February 2, 2017
  • Facebook Messenger gets conversational and intelligent with Next IT IVAs

    From web to mobile to social media, there’s not a digital channel where Next IT virtual assistants don’t feel at-home. Watch a demo of Next IT’s latest endpoint in action. Read more >

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    | August 25, 2016
  • Enhanced Machine Learning

    Controlling Machine Learning in Business

    Machine learning is a pillar of conversational A.I. and natural-language systems that allows them to ingest and apply large amounts of information. In business, machine learning can be a bit unnerving; for example, what if it learns things you don’t want it to? Next IT solves this problem by incorporating human validation to make sure your intelligent assistant is always learning what you want it to. Read more >

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    | August 17, 2016
  • frost-and-sullivan-thumb

    Frost & Sullivan on the End of a Long-Standing Customer-Service Dilemma

    For businesses, no customer service options have been without significant downsides. A recent Frost & Sullivan report, though, points to an alternative that businesses can’t afford to ignore. Read more >

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    | June 21, 2016
  • defending-complexity-thumb

    In Defense of Enterprise Complexity…

    A recent TechCrunch op/ed piece was notable for recognizing the benefits that can be realized by narrowing a chatbot’s scope of knowledge to a single enterprise – as opposed to the world at large. But when it went on to say that developing a language model for some types of enterprises is a simple task, our experience told us different. Read more >

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    | June 7, 2016
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    Frameworks for Building Trust in Conversational AI: Brené Brown and B.R.A.V.I.N.G.

    Building trust in both business and personal relationships is something we’ve inherently been doing since we were born. So how do you build trustworthiness into a machine? We’ve broken down bestselling author Brené Brown’s fundamentals for the development of trust as it relates to the world of AI. Read more >

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    | June 2, 2016
  • Machine_Analysis

    Evaluating the IVA Experience, Part II: Machine-Driven Analysis

    On the flip-side of an intelligent virtual assistant’s greatest asset – the ability to interact with thousands upon thousands of people every day – lies an enormous challenge: ensuring the quality of each and every conversation. The solution? A.I. based analysis tools that make troubleshooting easy – while also providing insights into your customers’ needs. Read more >

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    | May 20, 2016
  • Human-Driven-Evaluation

    Evaluating the IVA Experience, Part I: Human-Driven Evaluation

    When designing a conversational A.I. experience, striking a balance between your business goals and your customers’ expectations isn’t always an easy task. But with careful analysis, you’ll find that there’s nearly always an opportunity to provide a win-win interaction. Read more >

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    | May 5, 2016
  • Unifying-IT-Systems

    Unifying IT Systems in the Post-Stack Era

    When it comes to software to fulfill a specific business need, the range of choices and vendors has never been greater. The resulting patchwork of systems, however, ends up being anything but seamless – and between hours invested in training and learning, too much time and effort is wasted. It’s time to reduce the learning curve with an intelligent interface that unifies diverse systems. Read more >

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    | April 27, 2016
  • Tay

    Microsoft’s Tay and the Catch-22 of Rigid Boundaries

    Microsoft’s recent test of a “chatbot’s” ability to learn through conversation with the public produced results that were, to put it mildly, unexpected. As it turns out, human oversight may not be effective as a sole safeguard against manipulation: You’ve got to make sure your conversational A.I. has goals. Read more >

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    | April 14, 2016
  • Eliel Saarinen

    Wait, What?: Why Context Is King for IVAs

    It takes more than just speech recognition and a large knowledgebase to create a high-quality intelligent virtual assistant. A good experience is based on two-way conversation, and that can’t happen without the ability to understand context: the details that any two people talking to each other would take for granted. Read more >

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    | April 5, 2016
  • listen-up-thumb

    A Virtual Assistant Doesn’t Just Answer, It Listens

    You can’t afford to make assumptions about your customers – instead, listen and learn. To effectively serve your customers, an intelligent virtual assistant needs to listen and learn, too. Read more >

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    | March 23, 2016