Remember Tay? Microsoft’s xenophobic, racist chatbot was a lesson in inefficient AI. The experiment, held on a dedicated Twitter account, quickly descended into chaos when the chatbot began sprouting Nazi support and offending Twitter users in various awful ways. Here, Howard Williams, marketing director of live chat software specialist Parker Software, considers the negative consumer reactions to chatbots and whether the negativity against the technology is necessary. Continue reading Rage against the machine
Category Archives: Guest Content
Analytics against fraud
BLOG: The 2016 Annual Fraud Indicator, an industry report produced at the University of Portsmouth, estimated that fraud costs the UK £193 billion every year, with £144 billion attributed to business fraud. Having more financial services and more personal information online can entice fraudsters but companies can also leverage this information to monitor and reduce risk. Continue reading Analytics against fraud
Why CRM Is Essential For Effective Contact Centre Engagement
BLOG: Colin Hay, VP Sales, Intelecom UK looks at the advantages of smarter CRM… Customer relationship management (CRM) is a moving target of definitions and associations. Even full time professional industry watchers have to update their standard definitions to reflect the evolution of a market that Gartner forecasts will be worth $36.7 billion in 2017. Continue reading Why CRM Is Essential For Effective Contact Centre Engagement
The future of work is here
BLOG: According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM) benefits customers, employees and the business… Continue reading The future of work is here
Q&A with Jeremy Payne, International VP Marketing at Enghouse Interactive
In this piece, Enghouse Interactive’s International VP Marketing, Jeremy Payne, talks about future market trends that are likely to impact the world of customer interaction and the new technologies that will help to facilitate them. He also evaluates the changing role of the contact centre over the next ten years… Continue reading Q&A with Jeremy Payne, International VP Marketing at Enghouse Interactive
Q&A with Alex Black, CTO at Enghouse Interactive
In this section, Enghouse Interactive’s CTO Alex Black discusses the company’s approach to acquisitions and what this means for customers and for the company’s solutions roadmap. He then goes on to evaluate key market trends that may impact the business in the future… Continue reading Q&A with Alex Black, CTO at Enghouse Interactive