chatbots

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Chatbots and the conversations they facilitate are creating troves of new customer data. Leaders are already using this data to create opportunities for marketing, according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. However, successfully leveraging these new marketing opportunities requires avoiding a common technology

Chatbots have come a long way since their inception, maturing  into multilingual, AI-driven tools capable of handling full customer transactions. However, somewhat paradoxically, they’ve actually made human jobs harder, according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. Kraeutler explained to Which-50 that chatbots’ increasing

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Chatbots have already evolved from their conversational commerce roots to delivering fully fledged service functions. The technology stands poised to enable real-time financial transactions and break down long-standing language barriers. That’s according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. He explained to Which-50 a

A new study from Juniper Research has found that the operational cost savings from using chatbots in banking will reach $7.3 billion globally by 2023, up from an estimated $209 million in 2019. This represents time saved for banks in 2023 of 862 million hours, equivalent to nearly half a

By the end of 2020 fully one-quarter of customer service operations will use virtual customer assistants. That view, publicly expressed by research company Gartner last year, explains the enormous thirst for information around chatbots. Which-50’s new “The Business Of…” webinar program will kick off on February 26th with a deep

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It’s a new day not very far in the future. You wake up; your wristwatch has recorded how long you’ve slept, and monitored your heartbeat and breathing. You drive to work; car sensors track your speed and braking. You pick up some breakfast on your way, paying electronically; the transaction

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Healthcare will represent 10 per cent of all chatbot interactions across key verticals such as banking, ecommerce and social media by 2023, according to Juniper Research. The research predicts AI-powered chatbots will soon become the first responders for citizens’ engagements with healthcare providers, as the number of chatbot interactions exceeds

Chatbots are still not smart enough to deliver the kind of brand experience consumers need, according to a new report. According to a survey of 3,500 global consumers across Australia, USA, Canada, France, UK and Germany conducted by software company Pegasystems, 65 per cent of respondents would rather a human on the other

A quarter of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two per cent in 2017, according to Gartner. Speaking at the Gartner Customer Experience Summit in Tokyo last week, Gene Alvarez, managing VP at

Open APIs are set to transform the payments sector, according to Juniper Research, which has revealed the top 10 technologies set to disrupt the fintech industry in 2017 and 2018. It identified the top three as: PSD2 (Payment Services Directive 2) and Open APIs (Application Programming Interfaces) Regtech Chatbots The introduction of