DMG Consulting

AUGUST 16, 2022

The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. Market Outlook for IVAs. IVAs Are Good for Agents and CX.

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Contact Center Artificial Intelligence AI ML 48

Ameyo Callversations

AUGUST 24, 2022

With the increasing significance of Artificial Intelligence in customer engagement, more businesses are adopting conversational AI. Chatbots Trends and Future Outlook. These efforts are based on a combination of AI, NLP and Machine Learning (ML). per interaction ( CNBC ). Human-like Chatbots.

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AI Sentiment Analysis Contact Center Artificial Intelligence 52

DMG Consulting

NOVEMBER 1, 2022

Today’s artificial intelligence (AI)-enabled KM solutions take it a step further by proactively delivering context-aware knowledge articles to agents so they can provide accurate, consistent, and efficient responses to customers. The more innovative KM solutions now apply ML to identify redundant, outdated, and missing content.

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ML Artificial Intelligence Outlook Contact Center 48