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Digital Engagement Blog

The Top Emerging Technologies In Artificial Intelligence

Download a copy of Forrester's "The Top Emerging Technologies In Artificial Intelligence" here.

The Top Emerging AI Technologies

Even though AI is poised to “completely reframe how businesses operate and consumers interact” many firms are not ready to invest.  The two top reasons for the standstill are:

  • We are unclear what AI can be used for in our business
  • There is no defined business case for AI investment

One reason behind the standstill is the AI landscape is complex. Navigating the AI ecosystem and prioritizing investment is becoming increasingly difficult.

15 Top Emerging Technologies

Forrester says, “AI technologies can help customer insights (CI) pros better understand and interact with customers by mimicking human cognitive functions to sense, think, and act. Forrester has identified AI as one of the top 15 emerging technologies that has the potential to change the world in the next five years.”  Here's a list:

Topics: Customer Engagement Industry Insights Intelligent Assistance

SpeechTEK 2017 and the Rise of the Conversational Interface

“New uses of speech technologies are changing the way people interact with companies, devices, and each other. Speech frees users from keyboards and tiny screens and enables valuable, effective interactions in a variety of contexts.”  (SpeechTek)

Technologies and use cases for conversational interfaces are rapidly changing.  To better understand these industry trends I attended SpeechTEK 2017.  Here are a few notes and observations from the field.

Mix of Yin and Yang, Old and New

The conference brought in a mix of old school contact center vendors (Convergys, Aspect, etc) and new tech vendors (Google, Amazon, etc) analysts, consultants and enterprises.   It was interesting to see the collision and friction between the old and the new.

Topics: Customer Experience Industry Insights