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Natural Language Processing and the Future of Customer Service
ES Outlook >> ciospeaks

Blake Averill, CEO and Eugene Willard, CIO, LaserShip, Inc

When Watson played Jeopardy, one of the more powerful demonstrations of Artificial Intelligence (AI) was Watson’s ability to use Natural Language Processing (NLP) to field questions and respond with his answers. Behind the scenes, Watson was...

Automation Technology will Evolve Call Centers
ES Outlook >> cxoinsights

Darren Wesemann, Senior Vice President, CTO, and Chief Product Officer, Connexion Point

Technology has been historically used in call centers to incrementally enhance offerings, expand footprints, and operate more efficiently over time. The realization of the benefits technology provided to call centers has usually depended on at...

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