CX-hdr-2018

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

Every Company Should be Looking at AI: LogMeIn’s Ryan Lester

As the cost of artificial intelligence (AI) comes down and its applications become more widespread, companies are increasingly exploring and executing implementation. Fifth Quadrant spoke with Ryan Lester, Director of Customer Engagement Technologies at LogMeIn to get his views on AI, chatbots, contact centres, and what LogMeIn’s products can do for customer experience (CX) and employee experience (EX).

Topics: Voice of Customer Chatbot Artificial Intelligence BoldChat CX Articles & Insights customer engagement

Australia Must Step Up AI Adoption or Face Being Left Behind, Expert Says

Artificial Intelligence (AI) has been one of the hottest topics in customer experience (CX) this year. To find out more about some of the trends and challenges within the fast-growing sector, Fifth Quadrant spoke to Dr Catriona Wallace, Founder and CEO of AI fintech company Flamingo Ai (ASX:FGO).

Topics: CX AI Artificial Intelligence CX Articles & Insights

Flamingo Ai Launches World’s First Out-of-the-Box Cognitive Virtual Assistant For Auto Insurance

SYDNEY, 11 December 2018, Flamingo Ai Limited (ASX: FGO), the Artificial Intelligence and Machine Learning company and provider of Cognitive Virtual Assistant and Knowledge Analysis, Management and Retrieval technologies, has announced the launch of MAGGIE for Auto Insurance, a Cognitive Virtual Inquiry Assistant that assists customers and employees with inquires related to auto insurance.

Topics: Customer experience press release Chatbot Artificial Intelligence

How One Startup is Using AI To Improve Insurance CX

Insurers worldwide are investing heavily in Artificial Intelligence (AI) as the benefits to internal operations and frontline service become more apparent.

According to Accenture, three quarters of insurance executives believe that AI is about to dramatically reshape the industry. Although many insurers are already using AI in their back office operations, in recent years there has been a push to bring it to the frontline through the use of chatbots. A rise in acceptance is coming with the new wave of chatbots too, with 74 per cent of customers telling Accenture they’d be happy to get computer-generated insurance advice and 78 per cent willing to take investment advice from a virtual assistant.

Topics: Artificial Intelligence CX Articles & Insights

Australian Government and Enterprises Set for Advanced Customer Experience through Avaya and Unisys

Sydney, Australia – August 22, 2018 – Avaya Holdings Corp. (NYSE:AVYA) and Unisys (NYSE:UIS) today announced a partnership that will help Australian organisations – including government, financial services, transportation, and healthcare – deliver relevant and secure customer experiences (CX) driven by advanced technologies such as artificial intelligence (AI) and machine learning.

Topics: Customer experience press release Artificial Intelligence

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