artificial intelligence

Why the Rise of AI Requires a New Kind of Transparency

PHOTO: John Robert Marasigan Artificial intelligence (AI) is making advertising more effective, but it’s also making it more opaque. With each new layer of automation, human beings are moved one step further from the most crucial marketing decisions of any digital campaign. After all, if AI makes its own decisions about which audiences to target, how can marketing professionals be confident that...

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Why Machine Translation Matters in the Modern Era

PHOTO: Kyle Glenn We live in an era when people have access to more information than has ever been available in the history of mankind. The implications of this are so significant that it is worth considering some context to gain a full understanding of the current situation. In 2012, the Encyclopedia Britannica announced that, after 244 years, it would no longer...

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‘User Engagement Is Central to the Success of a Digital Workplace’

For Karl Redenbach, the introduction of workplace artificial intelligence (AI) and chatbots have been among the most significant developments in the digital workplace market over the past year. "It has given rise to what we’re calling the ‘intelligent transformation,’" he said. "Businesses are looking at AI more seriously as a way to heighten their existing technology investment and ultimately transition from a digital to an intelligent...

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Introducing AI Into the Customer Experience #DXChat

PHOTO: Jon Tyson With pressure on businesses to differentiate on the basis of the experiences they offer their customers, the option to use artificial intelligence (AI) to improve experiences seems obvious. With AI, businesses can automate back end processes, parse through the huge quantities of data to pinpoint insights and lighten the load of customer support. But as some well-publicized AI failures have...

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Why I Hate Customer Service Chatbots

PHOTO: bebeplace My recent experiences with artificial intelligence-powered chatbots, especially those used for customer support, have left me feeling irritated rather than amazed — and I don't think I'm alone.  How do I hate chatbots? Let me count the ways:  Chatbots Want to Talk Your Ear Off If I chat with a human being, I can express complex issues and speak in...

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3 Common Reasons Artificial Intelligence Projects Fail

PHOTO: Shutterstock Recently Anthony Evans, principal consultant with Computer Design & Integration, was recruited to come in halfway through what should have been a relatively straightforward project. The company wanted to deploy artificial intelligence at its customer service help desk to provide agents with a sort of “whisper agent” that would help the agents with questions about which they were unsure....

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How AI is Changing Customer Experience

PHOTO: Franck Veschi Our expectations for good customer experience are changing. Or are they? All we have ever really expected is to be recognized, treated respectfully and served efficiently. In the past, delivering good experiences through our customer contact centers meant hiring and training empathetic, knowledgeable and accessible agents. Today the only way to maintain this human touch is through an...

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A Snapshot and a Look Ahead

PHOTO: Devan Freeman Cloud adoption is on the rise. Forbes reports a recent study by LogicMonitor found 83 percent of enterprise workloads will be in the cloud by 2020. Aside from data storage, the most common use of the cloud is for content management and collaboration tied to that content. This affects enterprises of all sizes and a multitude of technology and...

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11 Industries Being Disrupted By AI

PHOTO: Shutterstock In the world of technology, the mantra "innovate or die" is truer for organizations than ever, and artificial intelligence (AI) is redefining industries by providing greater personalization to users, automating processes, and disrupting how we work. Like the adoption of cloud computing five years ago, the adoption of AI and the speed of its deployment varies according to industry....

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Why AI and Business Process Automation Share a Bright Future

PHOTO: Dorian Mongel Digital transformation is about doing things differently, not just doing them better than everyone else. And because I come from the world of business process management technology development, I have a few thoughts about how bringing artificial intelligence into business process management can help you achieve both sides of this coin. Many business process management (BPM) projects are aimed...

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