“Thinking” AI Agents Are the Future of Customer Service
In recent years, AI has rapidly transformed how businesses handle customer service. According to Salesforce’s State of Service report, organizations rely on AI and automation, with 93% of service professionals at companies investing in AI reporting that the technology saves them time while enhancing customer experiences and reducing costs. One of the most groundbreaking benefits […]
AI Agents and the Future of Conversation Design
Key takeaways: Ever chatted with a bot and felt like you were stuck in a bizarre game of 20 Questions? You’re not alone. According to Callvu’s survey, 81% of respondents said they would rather wait to talk with a human agent instead of using a chatbot to resolve their problems. But what if there was […]
Take the Multi-Agent Approach to Automating Complex Tasks
The World Economic Forum’s report states that 34% of all business-related tasks are currently performed by machines, and the trend of automating operations continues to grow with the rise of AI agents. In a world where AI agents are revolutionizing the way we work and interact, the concept of AI agents is no longer a […]
Hyperautomation, it’s Electricity All Over Again
Not finding ROI in the chatbot marketplace? Here are some potent lessons from a century ago.
Popular Channels are Always in Flux, Keep them Covered in Intelligent Communication Fabric
You can’t have a serious discussion about conversational AI or hyperautomation without talking about communication channels.
Reflections on Gartner IT Symposium 2022
Now that we’ve all readjusted to life after the Gartner IT Symposium in Orlando, it’s time for some customary reflection on the many experiences that were offered.
We Put Bot Sauce on Everything
This hot sauce is like intelligent communication fabric, connecting the many elements that make up nachos and giving them a common purpose: to be better.
Robb Wilson’s Thoughts on AI Voice Cloning
Recently, I was asked about voice replication technology and whether there were potential applications in human resource management scenarios, like replicating a CEO’s voice for internal communications. The timing of the question was interesting because the answer ties directly to something I’ve been thinking a lot about: the skeuomorphic phase of conversational design that we’re […]
Combining NLP and NLU to Deliver Real ROI
There’s a common misconception in the marketplace that conversational AI basically comes down to people talking to machines. For anyone eager to capitalize on the opportunities conversational AI affords, this is a dangerous line of thinking. Part of the confusion arises from a fundamental misunderstanding of the technologies that allow machines to understand human language, […]
Concierge Bots – Band-aid to an Automation Strategy
Concierge bots, super bots, master bots, triage bots – call them what you will, but they may not be the answer.