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Opus Research Report: “In the Post-Telephone World, it is all about...
Artificial Intelligence (AI) has arrived, and it is here to stay. From Natural Language Processing (NLP) to Natural Language Understanding (NLU) to Case Classification, AI continues to demonstrate...
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Opus Research Report: “Conversational Voice Response: Bringing the Best Tech...
Now that artificial intelligence is a religion and we all worship at the altar of Big Data and analytics, it is heresy to mention that the foundations for conversational, cognitive interactions between...
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Opus Research Report: “How AI-Based, Zero-Effort Authentication is Changing...
New authentication technologies in personalized digital self-service can help in fraud prevention and provide a seamless, almost imperceptible, user experience. “Zero-effort authentication” enables...
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Opus Research Report: “New KPIs and Metrics for Intelligent Assistants”
The implementation of chatbots and intelligent assistants has created profound changes around contact center and customer care operational metrics, employee productivity, and, ultimately, the bottom...
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Opus Research Report: Global Survey of Speech Analytics and Conversational...
An Opus Research four-year global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues. Enterprise...
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Opus Research Report: “Decision Makers’ Guide to Enterprise Intelligent...
Since 2015, Opus Research’s “Decision Makers’ Guide to Enterprise Intelligent Assistants” has been an invaluable resource for executives evaluating their options for introducing automated virtual...
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Opus Research Report: “Enhancing Artificial Intelligence with Human Insight”
AI success in customer experience requires the proper balance between technology and human capabilities, drawing upon the knowledge and skills of employees whose jobs are to serve customers. A...
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Introducing Native Process Automation: The Foundation of Practical Workflow...
Many businesses are betting on the use of predictive analytics, natural language processing and “AI” to make customer care agents more efficient and provide their customers with higher levels of...
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Opus Research Report: “2020 Intelligent Authentication and Fraud Prevention...
In this third annual Intelligent Authentication Intelliview, Opus Research and SymNex Consulting provide enterprise decision makers with competitive context for evaluating selected solution providers...
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Opus Research Report: “Start your Contact Center AI Strategy with the IVR”
Upgrades to traditional interactive voice response (IVR) systems are enabling conversational intelligent assistants to recognize the intents of callers based on natural language input and respond with...
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