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  • 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
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    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
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    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
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    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
  • Do Not Pass Go: Deploying IVAs in the Calculated Enterprise

    The age of A.I. based, conversational customer service is here – and your customers are interacting with a greater number of enterprise-grade intelligent assistants every day. But before shopping for your own vendor, it pays to have clearly defined performance goals. Read more >

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    | March 17, 2016
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    What the Government Gets Right in Customer Service

    Government agencies are constantly searching for innovative ways to improve the customer journey. And with a new Intelligent Virtual Assistant from Next IT, U.S. Citizenship and Immigration Services is blazing the trail of conversational technology in the public sector. Read more >

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    | March 7, 2016
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    “Ask Julie” Named Best Consumer Application of AI

    Each year, Awards.AI celebrates the advances in AI technology, recognizing innovative companies that are pushing the field forward. This year, “Ask Julie,” which has been hard at work on Amtrak.com since 2012, took honors for Best Consumer Application of AI. Read more >

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    | January 25, 2016
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    AI Strategy: Why Every Enterprise Needs One

    Domain-specific AI is being put to work for more and more of today's leading organizations. Whether it's for improving UX on a website, helping a CSR navigate internal systems or scaling human-resource related engagement, AI for enterprise is proving value and gaining momentum. Read more >

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    | August 4, 2015
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    5 Reasons To Put A.I. To Work for Your Organization

    Whether it’s for the benefit of your customers or your employees, if your company wants to simplify online self-service, you’ve probably explored a lot of options, including domain-specific virtual assistants. Here are five ways to tell if this A.I. based technology is the right choice for your company. Read more >

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    | May 28, 2015
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    Virtual Agent Personality: The Other Responsive Design

    From Alan Turing’s proposal of an “imitation game” to determine artificial intelligence to the 21st century’s proliferation of intelligent virtual assistants and chatterbots, the tactics surrounding how we design digital conversations in order to best emulate human interactions are both fascinating and ever-evolving. Read more >

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    | January 29, 2015
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    The conversational interface: from ‘emerging’ to mainstream

    Overwhelming acceptance of new technologies that make our lives easier and more productive is changing our expectations for companies we choose to do business with. Businesses who rise to the challenge will be the ones who will make the cut. Read more >

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    | April 23, 2014
  • Utilizing Technology to Create Consistent Customer Experiences

    Training customer-service reps can be much like a game of telephone – the information they’re given is often vastly different from what the customer actually hears. Creating a better, more consistent customer experience means making it easier for reps to find the resources that contain the answers customers need. Read more >

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    | September 3, 2013
  • Conversation is the New User Interface

    Most people view voice recognition as the most advanced way to interact with digital devices. Pair it with a conversational interface that understands the intent of user requests, though, and a whole new world of possibilities emerges. Read more >

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    | December 14, 2012