CX-hdr-2018

Talos To Support How Organisations Administer Processes and Workflows

Sydney, 11 September 2019  - FTS Data & AI, part of the FTS Group, has launched a new sub-brand and suite of services focused on delivering robotic process automation solutions to enterprises which increasingly want to automate repeatable, predictable interactions in support of providing exceptional customer experiences.

Topics: press release Artificial Intelligence

6 Technologies Changing Aged Care In Australia

Charlie Brooker’s hit show Black Mirror tells mostly dystopian stories of how technology can run amuck and seriously mess up our lives.

However, not every episode is necessarily negative. For instance, a happy ending of sorts was possible in the recent choose-your-own-adventure style episode Bandersnatch and back in Season 3, an episode called San Junipero explored the use of Virtual Reality (VR) in elderly and palliative care.

Topics: Customer experience wearables virtual reality augmented reality CX Cloud computing Artificial Intelligence CX Articles & Insights

42pc of Australian enterprises lack understanding and skills for Artificial Intelligence

Avaya (NYSE: AVYA) today revealed that 42 per cent of Australian organisations lack understanding of artificial intelligence (AI) technology, while 42 per cent don’t have the in-house skills to facilitate adoption, exceeding global averages of 37 and 37 per cent, respectively.

Topics: press release AI Artificial Intelligence

The BluePrint to AI Success with Verint's Jason du Preez

Artificial Intelligence is without a doubt one of the hottest topics in the world of customer experience right now. But with hype comes a considerable amount of fear, as organisations are becoming increasingly worried about getting left behind or failing to properly commence their AI journey.

Topics: Customer experience AI Chatbot Artificial Intelligence CX Articles & Insights

Human or Robot? New Fifth Quadrant Study Identifies Key “Moments of Truth” in the Retail Journey

I ain't lookin' for praise or pity
I ain't comin' 'round searchin' for a crutch
I just want someone to talk to
And a little of that human touch

-Bruce Springsteen

There are clear points in the customer journey or “moments of truthin which human interactions are strongly preferred to a chatbot, according to new research carried out by Fifth Quadrant in partnership with LogMeIn. The study concludes that a customer journey in which a human/robot blended approach is effectively employed will deliver superior customer experience (CX).

Topics: Customer experience Chatbot LogMeIn Artificial Intelligence BoldChat CX Articles & Insights market research

Should Australia Follow the US in Regulating Chatbots?

Last year Google made headlines with a demo of Google Duplex, an artificial intelligence (AI) assistant that can make appointments for you. By itself that isn’t so incredible – the amazing part was the AI assistant sounded 100% human, complete with pauses and natural-sounding interjections. 

Topics: Artificial Intelligence CX Articles & Insights

Smart Cities Should Provide Better Experiences, Not Just Efficiencies: Avaya's Peter Chidiac

Last year, global communications company Avaya held a showcase in Sydney to demonstrate how its innovations in communications, Artificial Intelligence (AI), blockchain and other key areas are shaping customer experience (CX) in an increasingly interconnected world.

Leveraging its capabilities in these technologies, Avaya is working with financial services companies, government departments and healthcare providers in various cities that are making the transition to becoming ‘smart’.

Topics: Customer experience Artificial Intelligence CX Articles & Insights customer engagement

Aussie AI Smashes Google DeepMind in Classic Atari Game

The list of games humanity has lost to artificial intelligence (AI) is substantial and growing and includes; chess, Go, Ms Pac Man and, most recently, StarCraft II.

However, until now, one game AI has struggled with was the 1980’s Atari game Montezuma’s Revenge.

Topics: Artificial Intelligence CX Articles & Insights

“Unless you’re starting now, you’re already way behind”: Avaya’s Peter Chidiac on AI

Avaya (NYSE: AVYA) creates intelligent communications experiences for customers and employees via innovative solutions that enhance and simplify communications and collaboration.

Steve Nuttall, Head of CX Research at Fifth Quadrant, recently sat down with Avaya’s Managing Director ANZ Peter Chidiac to discuss a range of topics including Artificial Intelligence (AI), customer experience (CX), the omnichannel, the move from personalisation to individualisation, and smart cities. 

Topics: Customer experience omni-channel Chatbot Artificial Intelligence CX Articles & Insights machine learning

The State of AI in 2019: Top 5 Trends to Watch Out for

Artificial Intelligence (AI) will continue to be a hot topic of discussion in 2019. It’s getting attention from start-ups, enterprises, vendors, media, research firms and government institution to name a few. They are all trying to achieve and improve its bottom line using AI. The coming year is going to be a crucial year in the establishment of new AI applications and the growth of existing ones. Here’s a look at the top five trends in AI for 2019.

Topics: Artificial Intelligence CX Articles & Insights

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