Next IT, the provider of conversational AI for the Global 5000, announced the findings of a computation and language study conducted by its own Research and Innovation Team. The study, “An Annotated Corpus of Relational Strategies in Customer Service,” is the first to investigate the effect of relational language on Intelligent Virtual Agents (IVAs). Continue reading Next IT Study Shows People Are Increasingly Relationship-Driven with Artificial Intelligence
Category Archives: Market Research
Optimising the back office is key to maintaining digital transformation, says eg solutions
A new research paper, published by eg solutions, outlines the importance of back office software in managing customer demand in the connected world. The research project, conducted on behalf of eg solutions by Vanson Bourne, surveyed 250 C-level IT business decision-makers in a variety of private and public sector organisations and across a range of key vertical markets. Continue reading Optimising the back office is key to maintaining digital transformation, says eg solutions
Contact centre technology research finds businesses are failing to keep up with customer expectations
New research from NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, reveals that many UK businesses lack the contact centre capabilities to meet customer expectations. The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centres with technology that could improve the customer experience, help retain existing customers and acquire new business. Continue reading Contact centre technology research finds businesses are failing to keep up with customer expectations
Over a quarter of businesses unsure if they’ll be ready for MiFID II
TeleWare, a leading communication technology business, reveals the extent of industry readiness as the implementation of MiFID II draws closer. With the countdown to January 3rd 2018 well and truly on, only 120 days away, many businesses are still struggling in preparation. Continue reading Over a quarter of businesses unsure if they’ll be ready for MiFID II
Surprise, Surprise: CRM Isn’t So Bad After All
The top reasons that organizations dislike their CRM system are well chronicled: too much time spent on manual data entry, a clunky user interface that is hard to use, extra features that provide limited value, and a record-keeping system that doesn’t move deals forward. However, maybe we’ve been a little too hard on CRM. Continue reading Surprise, Surprise: CRM Isn’t So Bad After All
Verizon 2017 Payment Security Report demonstrates a link between payment card security standard compliance and the ability to defend against cyberattacks
With cybercrime on the increase, payment card security is increasingly a focus for companies and consumers alike. The Payment Card Industry Data Security Standard (PCI DSS) is there to help businesses that take card payments protect their payment systems from breaches and theft of cardholder data. The findings from the Verizon 2017 Payment Security Report (2017 PSR) demonstrate a link between organizations being compliant with the standard, and their ability to defend themselves against cyberattacks. Continue reading Verizon 2017 Payment Security Report demonstrates a link between payment card security standard compliance and the ability to defend against cyberattacks