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Sometimes it’s easy to forget that NLI can be used for so much more than speech based applications. In fact, data analysis of natural language is its […]

How do you provide effective customer service in this environment where an explosion of channels create resourcing challenges and have significant implications in your cost overheads?

In its trends for 2014, Gartner identifies the strategic technology that it believes will impact the most on enterprises over the next three years. Amongst the introduction of the Internet of Everything, they predict that mobile apps will grow at the expense of applications. But perhaps most telling is that Gartner says that the smart machine era, in which it includes contextually aware, intelligent personal assistants and smart advisors, “will be the most disruptive in the history of IT”.

Not conforming to the norm is the mindset behind many of the greatest technological advances of the past five years: the “app” concept, tablets, eBook readers, cloud computing, etc.

Many companies spend a lot of effort in making sure their external facing website is top notch, always up-to-date, engaging with the users and easy to navigate. […]

1. Leaving the page. I hate leaving the page; I might not find the right one again. I’ve even been known to open up another tab in […]

Technological advances have converged with shifting customer expectations to create a “perfect storm” for virtual assistant applications in mobile customer service context. These Siri-like applications feed the […]

To celebrate what would have been the 100th birthday of the brilliant mathematician Alan Turing, Elbot,a previous winner of the Loebner Prize Contest, will be trying to […]

I have recently been reading Uncommon Service: How to Win by Putting Customers at the Core of Your Business. It is not the first book to talk […]

In robotics theory there is a famous notion called the uncanny valley. The uncanny valley basically explains that robots when gaining human-like features are being liked more […]