Intelligent Assistants = Artificial Intelligence for Customer Care

At Opus Research’s recent Intelligent Assistants Conference in New York (IAC-New York), more than 30 speakers were featured from solution providers, implementers and analyst communities. The series of presentations and panels provided a snapshot of the state of the current Intelligent Assistants (IA) landscape, and defined the trends that shape future implementations and business opportunities. IA (#IntelligentAssistants) is well on its way along the path to maturity. Core technologies already handle millions of natural language interactions each day around the globe. Represented at IAC-New York were BMW Finance, Mexico’s Movistar (a Telefonica company), U.S. Bank, Amtrak and Ticketmaster. Each has implemented self-serve systems enabling both prospects and customers to resolve issues or complete transactions via text-based chat or natural-language speech. Carrying on conversations or posing questions to smartphones, auto electronics…

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