• hello customer. Wooden letters on the office desk

    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 >

    | November 12, 2018
  • Get More out of your workforce

    Getting More Out of Your Workforce with Intelligent Assistants

    Customer experience has clearly become one of the highest priorities in the enterprise, with 95% of executives putting it at the top of their list in 2016 and 75% of those planning to use it as a competitive advantage (Forrester Research). Despite good intentions, however, customer service can be a tricky thing to get right, [...] Read more >

    | May 16, 2017
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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 >

    | 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 >

    | January 25, 2016
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    Frost & Sullivan Recognizes Next IT with GIL 88 Award for Leadership and Innovation in Latin America

    Next IT recently received its second Frost & Sullivan Award in Latin America—showing market leadership in the intelligent assistant industry by driving change through innovation for enterprise clients in the region. Read more >

    | December 15, 2015
  • Passenger train interior with empty eats

    Customers are Loving Intelligent Engagement Technology (And You Should Too!)

    When Amtrak implemented "Ask Julie" on its website, the railroad service empowered its 375k daily web visitors to self-serve in a more intelligent and productive fashion. Read more to see why every company should have an intelligent assistant to engage its customers on the web. Read more >

    | December 10, 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 >

    | May 28, 2015
  • article-share-silicon-angle-thumb-5.7.15

    Winning back the customer experience

    When customers’ first pick for information about your company is a Google search, the quality of their experience suffers – but A.I.-based virtual assistants are ready to take over as the preferred channel for service. Read more >

    | May 7, 2015
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    To Human or Not to Human…that is the question.

    The recent Comcast debacle has put customer service in the spotlight – and it has many companies wondering how well they’re represented on their live channels. Next IT’s Steve Harper shares his thoughts on delivering friendly service to a tech-savvy world. Read more >

    | July 24, 2014
  • thinking-beyond-search-will-pay-off

    Thinking Beyond Knowledge Management and Search Will Pay Off Big

    People think of virtual assistants for businesses in the same vein as self-service tools like search. Same thing, right? Actually, no. The difference lies in the approach and capabilities of each tool. While search is unbeatable when it comes to researching broad subject matter, virtual assistants are ideal for customer service, dealing with specific needs. Read more >

    | November 19, 2013
  • how-perception-is-affecting-ux

    Virtual Assistants: How Perception is Affecting User Experience

    When it comes to using Intelligent Virtual Assistants (IVAs), user experience is not only related to the quality and accuracy of the given answer but also the type of IVA and user expectations. There is a distinct difference between public-IVAs and vague expectations and enterprise-IVAs where users expect accurate, specific information. Read more >

    | August 16, 2013
  • moblifying-your-website-isnt-enough

    “Moblifying” Your Website Isn’t Enough

    Do you suffer from the difficult dilemma of making your website mobile-friendly but at the risk of sacrificing important company information? Next IT creates tools that go beyond Siri’s abilities. By implementing a natural-language interface, your website can be fully-accessible to customers on their mobile devices. Simply ask. Read more >

    | May 9, 2013
  • Happy Birthday Jenn! Alaska Airlines’ Virtual Employee: Quite Accomplished at Five

    The airline industry’s first virtual-assistant service, Alaska Airlines’ Ask Jenn has turned five! Since her launch, Jenn has worked 24/7 and racked up 43,800 hours – equivalent to a full-time employee working 22 years! Take a look to see an outline of her “life” so far. Read more >

    | February 12, 2013
  • 11 Enterprises Getting It Right in 2012 (Pssst: it’s about the brand promise)

    Certain types of questions don’t require a high success rate. However, when you ask you insurance organization a personal coverage question, or are trying to book a flight, the answers need to be accurate. If you engage in conversation and live up to brand promise, consumer interactions and satisfaction flourish. Read more >

    | January 15, 2013
  • Why Automated Self Service Sucks

    Most self-service channels require the user to first figure out how to navigate them before they search for information that’s relevant to their issue. The proliferation of smart devices means that organizations now have the opportunity to make use of freshly gathered data to give consumers what they need, when they need it. Read more >

    | December 20, 2012
  • Does Your Company Have a Complete Website?

    When customers contact your call centers, it’s not because they really want to. They’re wishing that their recent visit to your website was just as helpful as a conversation with one of your employees. Read more >

    | August 28, 2012
  • The Big Lockout

    When Next IT learned that account-access issues are the reason for 30% – 40 of the average call center’s traffic, we decided to dig a little deeper to find out more about the problem that’s giving headaches to businesses and consumers alike. Read more >

    | August 23, 2012
  • Challenge Tech Companies to Support Users in Real Time

    Ever had an issue with an internet company and tried to get an actual person on the phone? If so, you know it’s an exercise in futility. Next IT believes it’s time to challenge this billion-dollar industry to treat their customers with more respect. Read more >

    | July 19, 2012
  • Human Emulation Defined

    What Makes a Great Virtual Assistant?

    Since the mid-1960s, computers have been able to respond to basic questions. Creating a virtual assistant with a humanlike knowledge of thousands of subjects, though, requires the ability to listen actively and fail gracefully (and usefully). Read more >

    | May 29, 2012
  • An Understanding of Next IT IVAs

    Looking for a quick and easy description of what Next IT does? Rachel Wilson is here to give you the basics. Read more >