The document evaluates eight companies that provide enterprise virtual assistants (EVAs). EVAs are intelligent automated agents used for customer service, marketing, and self-service that interact with users through natural language conversations on mobile apps and websites. The evaluation criteria include a focus on mobile channels, supporting conversational interfaces, and having multiple enterprise deployments. Nuance, IntelliResponse, and Next IT were found to lead the group based on meeting these criteria.
The mobile app developers are still innovating new ideas to create a more realistic conversation between humans and computers. Although it was not even imagined five decades ago that machines can mimic human interactions, today we have conversational AI apps installed in our hand-held devices.
Conversational AI solutions can improve customer experience and engagement. But still, many businesses fail to use them proficiently.
The Digital Retail Theater: Shopping's FutureCognizant
Artfully deploying advanced technologies such as virtual reality, augmented reality, 3-D modeling, and digital avatars, our envisioned digital retail theater (DRT) offers huge benefits to both retailers and consumers. The digitally enhanced shopping experience is rapidly gaining momentum among both online and physical retailers.
The world of Intelligent Conversations in here !!Ines Guzman
Digital assistants that use artificial intelligence are becoming more common in customer service to handle routine requests. These "bots" can work independently or alongside human agents in a hybrid model. The bots learn from human interventions and improve over time. This allows human agents to focus on more complex issues. Currently, pilots show bots successfully resolving 82-88% of interactions on their own or with human help. In the future, bots may take on more types of requests using speech recognition.
The document summarizes a presentation given by Clive Woodger on retail banking trends, challenges, and strategies. It discusses how customer needs and expectations are changing with digital technology, forcing banks to reinvent physical branches. Examples are given of innovative branch designs that create a customer-focused experience through interactive technology and personalized service. The presentation also examines new competitors in banking from retailers and digital-only banks.
Benchmarking Digital: A Digital Experience Index Is BornCognizant
To successfully navigate their digital transformation, companies need to continuously measure the spectrum of digital services they deliver, and assess the quality of the digital experience.
If you want to avoid some of the failures of one of the functions in the open-source tools, find cloud services, and chain. Artificial intelligence solutions will help in making your mobile application one step ahead of others
Check it Out- https://bit.ly/3nQb6YW
The document discusses trends that will shape marketing in the future, including consumers expecting free services and transparency from companies, the importance of sharing consumer time over loyalty, and leveraging vast amounts of data and new technologies. The future of marketing will involve making things simple for customers, engaging them through communities and experiences rather than advertising, and using real-time insights to anticipate and meet consumer needs.
The mobile app developers are still innovating new ideas to create a more realistic conversation between humans and computers. Although it was not even imagined five decades ago that machines can mimic human interactions, today we have conversational AI apps installed in our hand-held devices.
Conversational AI solutions can improve customer experience and engagement. But still, many businesses fail to use them proficiently.
The Digital Retail Theater: Shopping's FutureCognizant
Artfully deploying advanced technologies such as virtual reality, augmented reality, 3-D modeling, and digital avatars, our envisioned digital retail theater (DRT) offers huge benefits to both retailers and consumers. The digitally enhanced shopping experience is rapidly gaining momentum among both online and physical retailers.
The world of Intelligent Conversations in here !!Ines Guzman
Digital assistants that use artificial intelligence are becoming more common in customer service to handle routine requests. These "bots" can work independently or alongside human agents in a hybrid model. The bots learn from human interventions and improve over time. This allows human agents to focus on more complex issues. Currently, pilots show bots successfully resolving 82-88% of interactions on their own or with human help. In the future, bots may take on more types of requests using speech recognition.
The document summarizes a presentation given by Clive Woodger on retail banking trends, challenges, and strategies. It discusses how customer needs and expectations are changing with digital technology, forcing banks to reinvent physical branches. Examples are given of innovative branch designs that create a customer-focused experience through interactive technology and personalized service. The presentation also examines new competitors in banking from retailers and digital-only banks.
Benchmarking Digital: A Digital Experience Index Is BornCognizant
To successfully navigate their digital transformation, companies need to continuously measure the spectrum of digital services they deliver, and assess the quality of the digital experience.
If you want to avoid some of the failures of one of the functions in the open-source tools, find cloud services, and chain. Artificial intelligence solutions will help in making your mobile application one step ahead of others
Check it Out- https://bit.ly/3nQb6YW
The document discusses trends that will shape marketing in the future, including consumers expecting free services and transparency from companies, the importance of sharing consumer time over loyalty, and leveraging vast amounts of data and new technologies. The future of marketing will involve making things simple for customers, engaging them through communities and experiences rather than advertising, and using real-time insights to anticipate and meet consumer needs.
How to build effective and cheaper m-payments with Open SourceBMI Healthcare
How can the use of open source software help you to save money and improve efficiency in m-payment app development? Our whitepaper highlights the measurable benefits and assists you on how to manage legal, security, IP and quality risks effectively.
PeopleSmart is proposing a business that will offer affordable smartphones to low-income customers in Mumbai, India using microloans. The company will partner with Huawei to manufacture inexpensive smartphones, Airtel as the wireless provider, and Grameen microloans bank. PeopleSmart aims to become a leader in the Mumbai smartphone market by making technology accessible through leasing, renting, or purchasing smartphones with microloans. The business model involves local software development and quality control with manufacturing outsourced to reduce costs. Revenue will come from smartphone sales, services, and support for low-income customers.
The Basics of Bots: How To Use Chat Bots & AI Assistant Technology AskBrian
Bots are increasingly being used for customer service interactions, with a prediction that people will have more conversations with bots than their spouse by 2020. While bots offer advantages over websites and apps in being interactive and providing speed and consistency, early implementations often failed due to unrealistic expectations, using bots for the wrong purposes, or underestimating challenges of users new to bot interactions. Different types of bots serve informational, transactional, or conversational purposes. Consultants can help organizations identify suitable use cases for bots and implement them effectively through activities like defining strategies, selecting platforms, and designing conversations. While the potential of bots is significant, the field is still early in development with many learning experiences yet to come.
Disrupting Reality: Taking Virtual & Augmented Reality to the EnterpriseCognizant
The impact of virtual and augmented reality platforms and applications will be profound for enterprises across industries, allowing companies to transform processes and improve how employees work, communicate and collaborate. All within a real-time, "real-life" environment that reduces the need for physical premises and presence.
MEDA Technology for Financial Services April 2013chrissiy
MEDA is working on the cutting edge of using technology to bring financial services to the 2.5 billion people worldwide that are currently unbanked. Read here about our projects in Zambia, Nicaragua, Haiti, and Afghanistan and what we're learning about leveraging mobile phones, prepaid cards, and vouchers to promote client-focused product innovation.
User definition and user journey poc ux with marketing approachSushmita Dutt
User Experience document on how to present to client a POC - proof of concept tying into the user flow key marketing points emphasizing the project goal - in this case it is digital transformation from a legacy system.
Dataquest Insight The Top 10 Consumer Mobile Applications In 2012guestb92038
This document summarizes a report on the top 10 consumer mobile applications in 2012. It identifies mobile money transfer, location-based services, and mobile search as the top three applications. The report analyzes market trends for each application, provides examples, and offers recommendations for industry players on how to take advantage of growing opportunities in mobile applications. Key findings include that user experience is important for competitive advantage, and control of the mobile "ecosystem" will benefit revenue and user loyalty.
An Analysis of U.S. P&C Insurance Customer-Facing Mobile AppsCognizant
Property and casualty insurers are playing catch-up in the mobile app space, with most failing to deliver features and functionality that meet consumer needs and expectations, or matching the capabilities provided on existing Web portals, our latest research shows.
Telkomsel launched its mobile money service T-Cash in Indonesia to increase financial inclusion given low bank account ownership. However, mobile money usage remains low due to several issues including lack of awareness, restrictive regulations, and a less attractive industry. This study analyzes the business environment of T-Cash and develops marketing strategies to increase usage of T-Cash Tap, Telkomsel's new mobile payment product using NFC technology. Qualitative research methods are used, including interviews with industry players and experts to understand the mobile money landscape in Indonesia and identify opportunities for growth.
Case study: DBS's digitalization in Southeast AsiaVarun Mittal
DBS Bank launched a digital banking platform called digibank in Singapore in 2016 that has since expanded to India and Indonesia. The platform focuses on integrating banking services into customers' lifestyles and daily needs. DBS worked with EY to develop its strategy in Indonesia, focusing on differentiating digibank by addressing key pain points and integrating banking seamlessly into customers' digital lives. DBS aims to offer banking services beyond transactions and become embedded in customers' experiences through integrated digital ecosystems.
Connected Devices - Collaborative User ExperienceSushmita Dutt
We are now witnessing a trend in user behavior where user’s interactions with physical world and digital world overlap to create unique patterns of user experience in a collaborative world...
User Experience Portfolio. Sushmita DuttSushmita Dutt
A Portfolio of User Experience and Information Architecture work delivered to Global, Multinational companies for Digital Technology Products and Services. All rights reserved.
Mastering Code Halos Using Digital Insights to Drive Customer ExperiencesCognizant
Innovators recognize that every interaction with every
person and every thing now creates a trail of data — and
they’ve mastered the ability to harness it. Every click, browse,
download, share, transaction and device transmission
enables them to understand, and subsequently monetize,
relationships in ways never before possible.
Why does the retail banking require new products? How do the bankers attract new clients with specialy designe products towards their electronic channels? Look at it here.
The document discusses several partnerships and plans between banks/financial institutions and technology companies:
- JPMorgan partners with InvestCloud to customize websites and mobile apps for clients to make investing more user-friendly.
- Xero, a small business accounting software, plans to launch bots for Facebook Messenger, iMessage, and Slack to give users access to their business data and help them find financial professionals.
- Lenovo is partnering with Intel, PayPal and Synaptics to offer fingerprint authentication for payments directly on Lenovo laptops using the companies' respective hardware and payment processing technologies.
Qiscus was formed in 2013. Over the years we have grown to become the leading expert in chat and call technologies in Indonesia. We have powered some of the major enterprises in over 12 sectors, in Indonesia and 13 other countries.
Some of our clients include the Astra International (largest motorcycle distributor in indonesia), Halodoc (largest telehealth player in Indonesia), Telkom Indonesia and Indosat (top two telcos of Indonesia), BlueBird Group (Largest Taxi Company in Indonesia), Bukalapak (Indonesia's fourth Unicorn) and a many others.
How can a business strategically use all the social tools for business purposes? It takes a sound strategy followed by execution by experienced resources that understand the art and science of social media.
This document discusses mobile banking solutions from Warply. It provides an overview of Warply's engage platform, which offers CRM, analytics, audience targeting, campaign management, and beacon capabilities. It also describes Warply's HCE wallet and tokenization services that enable mobile payments without secure elements, as well as a bank-wide loyalty and benefits application.
Las tecnologías de la información y la comunicación mercadotecniakpela01
Este documento resume cómo la mercadotecnia y el consumo se han desarrollado en el contexto de las tecnologías de la información y la comunicación. Explica que el marketing en internet ha evolucionado a medida que cambian las necesidades y comportamientos de los consumidores, impulsados por el desarrollo de bases de datos, Internet y la telefonía móvil. También describe cómo la sociedad actual se ha convertido en una sociedad de consumidores, donde la identidad y la normalidad están ligadas al poder adquisitivo y capacidad de consumo de las personas.
Este documento describe los sistemas de televisión analógica y digital terrestre. Explica los estándares de televisión analógica NTSC y PAL, así como los procesos de codificación, modulación y transmisión de señales de televisión. También describe los sistemas de televisión digital, incluyendo la conversión de señales analógicas a digitales, la codificación MPEG, la multiplexación y modulación COFDM para la transmisión terrestre digital.
How to build effective and cheaper m-payments with Open SourceBMI Healthcare
How can the use of open source software help you to save money and improve efficiency in m-payment app development? Our whitepaper highlights the measurable benefits and assists you on how to manage legal, security, IP and quality risks effectively.
PeopleSmart is proposing a business that will offer affordable smartphones to low-income customers in Mumbai, India using microloans. The company will partner with Huawei to manufacture inexpensive smartphones, Airtel as the wireless provider, and Grameen microloans bank. PeopleSmart aims to become a leader in the Mumbai smartphone market by making technology accessible through leasing, renting, or purchasing smartphones with microloans. The business model involves local software development and quality control with manufacturing outsourced to reduce costs. Revenue will come from smartphone sales, services, and support for low-income customers.
The Basics of Bots: How To Use Chat Bots & AI Assistant Technology AskBrian
Bots are increasingly being used for customer service interactions, with a prediction that people will have more conversations with bots than their spouse by 2020. While bots offer advantages over websites and apps in being interactive and providing speed and consistency, early implementations often failed due to unrealistic expectations, using bots for the wrong purposes, or underestimating challenges of users new to bot interactions. Different types of bots serve informational, transactional, or conversational purposes. Consultants can help organizations identify suitable use cases for bots and implement them effectively through activities like defining strategies, selecting platforms, and designing conversations. While the potential of bots is significant, the field is still early in development with many learning experiences yet to come.
Disrupting Reality: Taking Virtual & Augmented Reality to the EnterpriseCognizant
The impact of virtual and augmented reality platforms and applications will be profound for enterprises across industries, allowing companies to transform processes and improve how employees work, communicate and collaborate. All within a real-time, "real-life" environment that reduces the need for physical premises and presence.
MEDA Technology for Financial Services April 2013chrissiy
MEDA is working on the cutting edge of using technology to bring financial services to the 2.5 billion people worldwide that are currently unbanked. Read here about our projects in Zambia, Nicaragua, Haiti, and Afghanistan and what we're learning about leveraging mobile phones, prepaid cards, and vouchers to promote client-focused product innovation.
User definition and user journey poc ux with marketing approachSushmita Dutt
User Experience document on how to present to client a POC - proof of concept tying into the user flow key marketing points emphasizing the project goal - in this case it is digital transformation from a legacy system.
Dataquest Insight The Top 10 Consumer Mobile Applications In 2012guestb92038
This document summarizes a report on the top 10 consumer mobile applications in 2012. It identifies mobile money transfer, location-based services, and mobile search as the top three applications. The report analyzes market trends for each application, provides examples, and offers recommendations for industry players on how to take advantage of growing opportunities in mobile applications. Key findings include that user experience is important for competitive advantage, and control of the mobile "ecosystem" will benefit revenue and user loyalty.
An Analysis of U.S. P&C Insurance Customer-Facing Mobile AppsCognizant
Property and casualty insurers are playing catch-up in the mobile app space, with most failing to deliver features and functionality that meet consumer needs and expectations, or matching the capabilities provided on existing Web portals, our latest research shows.
Telkomsel launched its mobile money service T-Cash in Indonesia to increase financial inclusion given low bank account ownership. However, mobile money usage remains low due to several issues including lack of awareness, restrictive regulations, and a less attractive industry. This study analyzes the business environment of T-Cash and develops marketing strategies to increase usage of T-Cash Tap, Telkomsel's new mobile payment product using NFC technology. Qualitative research methods are used, including interviews with industry players and experts to understand the mobile money landscape in Indonesia and identify opportunities for growth.
Case study: DBS's digitalization in Southeast AsiaVarun Mittal
DBS Bank launched a digital banking platform called digibank in Singapore in 2016 that has since expanded to India and Indonesia. The platform focuses on integrating banking services into customers' lifestyles and daily needs. DBS worked with EY to develop its strategy in Indonesia, focusing on differentiating digibank by addressing key pain points and integrating banking seamlessly into customers' digital lives. DBS aims to offer banking services beyond transactions and become embedded in customers' experiences through integrated digital ecosystems.
Connected Devices - Collaborative User ExperienceSushmita Dutt
We are now witnessing a trend in user behavior where user’s interactions with physical world and digital world overlap to create unique patterns of user experience in a collaborative world...
User Experience Portfolio. Sushmita DuttSushmita Dutt
A Portfolio of User Experience and Information Architecture work delivered to Global, Multinational companies for Digital Technology Products and Services. All rights reserved.
Mastering Code Halos Using Digital Insights to Drive Customer ExperiencesCognizant
Innovators recognize that every interaction with every
person and every thing now creates a trail of data — and
they’ve mastered the ability to harness it. Every click, browse,
download, share, transaction and device transmission
enables them to understand, and subsequently monetize,
relationships in ways never before possible.
Why does the retail banking require new products? How do the bankers attract new clients with specialy designe products towards their electronic channels? Look at it here.
The document discusses several partnerships and plans between banks/financial institutions and technology companies:
- JPMorgan partners with InvestCloud to customize websites and mobile apps for clients to make investing more user-friendly.
- Xero, a small business accounting software, plans to launch bots for Facebook Messenger, iMessage, and Slack to give users access to their business data and help them find financial professionals.
- Lenovo is partnering with Intel, PayPal and Synaptics to offer fingerprint authentication for payments directly on Lenovo laptops using the companies' respective hardware and payment processing technologies.
Qiscus was formed in 2013. Over the years we have grown to become the leading expert in chat and call technologies in Indonesia. We have powered some of the major enterprises in over 12 sectors, in Indonesia and 13 other countries.
Some of our clients include the Astra International (largest motorcycle distributor in indonesia), Halodoc (largest telehealth player in Indonesia), Telkom Indonesia and Indosat (top two telcos of Indonesia), BlueBird Group (Largest Taxi Company in Indonesia), Bukalapak (Indonesia's fourth Unicorn) and a many others.
How can a business strategically use all the social tools for business purposes? It takes a sound strategy followed by execution by experienced resources that understand the art and science of social media.
This document discusses mobile banking solutions from Warply. It provides an overview of Warply's engage platform, which offers CRM, analytics, audience targeting, campaign management, and beacon capabilities. It also describes Warply's HCE wallet and tokenization services that enable mobile payments without secure elements, as well as a bank-wide loyalty and benefits application.
Las tecnologías de la información y la comunicación mercadotecniakpela01
Este documento resume cómo la mercadotecnia y el consumo se han desarrollado en el contexto de las tecnologías de la información y la comunicación. Explica que el marketing en internet ha evolucionado a medida que cambian las necesidades y comportamientos de los consumidores, impulsados por el desarrollo de bases de datos, Internet y la telefonía móvil. También describe cómo la sociedad actual se ha convertido en una sociedad de consumidores, donde la identidad y la normalidad están ligadas al poder adquisitivo y capacidad de consumo de las personas.
Este documento describe los sistemas de televisión analógica y digital terrestre. Explica los estándares de televisión analógica NTSC y PAL, así como los procesos de codificación, modulación y transmisión de señales de televisión. También describe los sistemas de televisión digital, incluyendo la conversión de señales analógicas a digitales, la codificación MPEG, la multiplexación y modulación COFDM para la transmisión terrestre digital.
PT. NAIKI SEMESTA is a company located in Jakarta that sells various security products including safes, filing cabinets, cash boxes, and fireproof storage units. Their product line includes dial and key operated safes, digital safes, extra large two-door safes, hotel and laptop deposit safes, cash boxes, biometric fingerprint safes, and fireproof filing cabinets. All products meet Japanese industrial safety standards.
En este reporte gratuito encontraras secretos ocultos que Mercedes Vila tiene para combatir la celulitis. Aprende como curar la celulitis de forma permanente
El documento resume un libro sobre una dieta basada en el sexo. Propone que tener relaciones sexuales regularmente, de 3 veces por día a fines de semana, puede ayudar a quemar calorías y traer otros beneficios para la salud y bienestar. Incluye ejercicios sexuales para realizar con la pareja y una dieta de alimentos afrodisíacos. La autora del libro recomienda esta "dieta del sexo" como una alternativa más placentera a otras dietas restrictivas.
Presentación realizada por Marta Vázquez Vázquez, técnico del Observatorio para la Seguridad del Paciente de Andalucía, en el XIX Congreso de la Sociedad Andaluza de Calidad Asistencial, celebrado del 19 al 21 de noviembre de 2014 en Sevilla.
Webinar: 10 Zutaten für Ihre Weihnachtskampagneoptivo GmbH
optivo E-Mail-Marketing Consultants Nadine Lauenstein und Andreas Endter führen am 14.10.2013 durch das Webinar "10 Zutaten für Ihre Weihnachtskampagne"
Este documento trata sobre la gestión integral de residuos en centros sanitarios. Explica las buenas prácticas de gestión como la minimización, segregación, manipulación, transporte y almacenamiento de residuos. También cubre la clasificación de residuos, la documentación requerida, el marco legal y las obligaciones de las empresas. Finalmente, destaca los riesgos laborales y la importancia de la prevención.
The document provides a detailed history of Berlin, Germany from the 13th century to modern day, including:
- Berlin began as an insignificant trading town that grew to become an important city in Brandenburg by the 14th century.
- It embraced Lutheranism early in the Reformation and attracted French Huguenots, bringing intellectual and industrial talents.
- Berlin became the capital of Prussia and later a powerful state within the German Empire in the 19th century.
- The Jewish population grew significantly but also faced periods of persecution and discrimination.
- After World War 2, Berlin was divided by the Berlin Wall from 1961 to 1989, when it was torn down following civil unrest.
-
Este documento enfatiza la importancia del servicio al cliente y proporciona consejos para mejorar la experiencia del cliente. Recomienda ponerse en el lugar del cliente, ser cortés, eficiente y conocedor, y hacer preguntas para determinar cómo mejorar el servicio. También advierte sobre 10 errores comunes como poner al cliente en evidencia o usar un lenguaje demasiado familiar. El objetivo es mantener a los clientes existentes, atraer nuevos y crear una buena impresión de la empresa.
Herramientas y complementos al desarrollar con tecnologías MicrosoftMiguel Teheran
Este documento describe varias herramientas y complementos para desarrollar con tecnologías Microsoft. Describe herramientas de código abierto como Codeplex y plantillas de Visual Studio, componentes licenciados como Telerik, DevExpress e Infragistics, nuggets de Visual Studio y extensiones. También menciona herramientas de diseño como Astah y Pencil Project. El documento concluye que existen diversas opciones para desarrolladores que trabajan con tecnologías Microsoft.
1. The document discusses the use of the modal verb "can" to express ability, possibility, requests, and permission. It provides examples of can in the affirmative, negative, and question forms.
2. Key uses of can include talking about ability or possibility, making requests, and asking or giving permission. Examples are given for ability ("I can swim"), requests ("Can you help me?"), and permission ("Can I open the window?").
3. The document also provides grammar exercises to practice using can in different contexts through fill-in-the-blank, multiple choice, and true/false questions.
This document contains contact information and a summary of qualifications for Jamal Al Balooshi. It outlines his experience in cargo management, aircraft leasing services, customer service, sales, purchasing, and materials management. It also lists his education, skills, and career history working for various companies in business development, flight management, materials control, purchasing management, and sales/marketing roles over the past 12 years.
El documento describe un estudio realizado para conocer las expectativas de los estudiantes sobre la excelencia universitaria. Los objetivos específicos incluyen describir la universidad ideal, determinar elementos de diferenciación entre universidades principales, establecer la percepción de las universidades, explorar su identidad y averiguar las facultades y estudiantes típicos. Se indagan también las imágenes racionales y emocionales de las universidades.
Presentación Ecoescuela Residencia Escolar Cristóbal Luque Onieva, de Priego ...RedAndaluzadeEcoescuelas
El documento describe las instalaciones y personas que conviven en la Residencia "Cristóbal Luque Onieva", incluyendo habitaciones, baños, comedor, biblioteca, aulas, salas comunes, despachos y pistas exteriores. También describe los diferentes niveles educativos de los estudiantes, desde primaria hasta ciclos de grado medio. El proyecto Eco-Residencia intenta transmitir valores como el respeto al medio ambiente a través de programas como reciclaje, plantación de árboles y alimentación saludable.
Impacto de MasAgro como un modelo hacia la agricultura sustentable: Moderniza...CIMMYT
El documento describe el proyecto MasAgro como un modelo hacia la agricultura sustentable en México. MasAgro busca incrementar la productividad y rendimientos del maíz y trigo a través de mejores prácticas y semillas mejoradas, con el objetivo de elevar la producción de maíz y aumentar la producción de trigo. Implementa un enfoque integrado que involucra a múltiples colaboradores para beneficiar a los productores a través de redes de innovación y nodos estratégicos en todo el país.
The document discusses the history and development of chocolate over centuries. It details how cocoa beans were first used by Mesoamerican cultures before being introduced to Europe, where it became popular in drinks and confections. The document also notes that modern chocolate production methods were established in the 19th century to allow chocolate to be consumed on a larger scale.
The document summarizes Panvista's mobile application development platform. It allows companies to create fully customized mobile websites and applications across platforms like iPad, iPhone, Android, and Blackberry. The platform provides tools to add content like news feeds, sections, logos, and analytics. It aims to make developing mobile apps easier for companies. Customers use the applications for events, communications, recruiting, projects, and more. The platform includes a mobile web builder, tools for developing mobile apps, and an app launcher to distribute apps and content to select audiences.
The Robos Are Coming - How AI will revolutionize Insurance 0117Graham Clark
1) Artificial intelligence and intelligent systems will transform many industries including banking and insurance by automating large portions of jobs currently performed by humans.
2) New intelligent concepts like digital assistants, semantic analysis, computer vision, augmented reality, and robotic process automation will impact customer experiences, product offerings, and business functions within insurance.
3) Insurance companies will be able to offer more personalized products and services using intelligent systems, and may require policyholders to use internet-connected devices or home automation to reduce risks and provide more customized coverage.
Anonymous video analytics (AVA) technology uses sensors and software to detect the presence of individuals in front of digital screens without identifying or tracking them. It analyzes characteristics like age and gender to provide insights into viewing audiences. While not identifying individuals, some have privacy concerns about any data collection. Vendors and guidelines recommend transparency about AVA's use and collecting only anonymous aggregate data to address these concerns. AVA allows customizing content and measuring effectiveness in a privacy-respecting way.
Aartificial intelligence (AI), is the ability of a digital computer or computer-controlled robot to perform tasks commonly associated with intelligent beings.
WeSpline is a community-built database and social network that connects companies, individuals, startups, enterprises, investors and other organizations. It uses artificial intelligence like text mining and machine learning to power intelligent search and recommendation functions. The goal is to foster innovation and business opportunities by making it easier for users from different industries and locations to find and interact with each other.
WeSpline is a community-built database and social network that connects companies, individuals, startups, enterprises, investors and other organizations. It uses artificial intelligence like text mining and machine learning to power intelligent search and recommendation functions. The goal is to foster innovation and business opportunities by making it easier for users from different industries and geographies to find each other.
WeSpline is a community-built database and social network that connects companies, individuals, startups, enterprises, investors and other organizations. It uses artificial intelligence like text mining and machine learning to power intelligent search and recommendation functions. The goal is to foster innovation by making it easier for users to find potential partners, opportunities, and information around the world.
This whitepaper discusses the challenges that enterprises face in developing applications for mobile devices. It argues that traditional enterprise IT systems are not well-suited for the mobile world, which demands 24/7 access, local context awareness, multimedia usage and social interactions. The paper proposes that a search-based application architecture using a search engine to index and provide access to enterprise data across systems can help enterprises build mobile applications that meet these needs in a scalable and responsive way. This architecture provides an independent data layer that ensures real-time, consolidated access to enterprise information from any mobile device.
Agileblaze provides mobile app development services across major platforms and technologies. They discuss trends in enterprise mobility, including the growth of mobile as a business tool and how demand for mobile app development will outpace internal IT capacities. Agileblaze offers end-to-end solutions from ideation to launch, across business domains like automotive, healthcare, and more. They discuss approaches like creating and integrating mobile apps, expanding business vertically, and securely managing solutions.
Agileblaze provides mobile app development services across major platforms and technologies. They discuss trends in enterprise mobility, including the growth of mobile as a business tool and how demand for mobile app development will outpace internal IT capacities. Agileblaze offers end-to-end solutions from ideation to launch, across business domains like automotive, healthcare, and more. They discuss approaches like creating and integrating mobile apps, expanding business vertically, and securely managing solutions.
This document outlines trends in business intelligence tools in recent years. It discusses the rise of explainable AI and the need for transparency in machine learning models to ensure they are trustworthy. It also discusses the growth of natural language interfaces that allow users to interact with data and analytics tools using natural language questions instead of technical queries.
Will 2015 be the year of wearables? Will Apple Pay succeed? Why are enterprise apps getting more expensive and complex? What's happening with Big data? How should developers treat phablets?
Every year we analyse and summarise the key mobile trends for the following year and share with customers and partners. The main objective is to keep you up to date on what’s going on and give you insights into what these trends may mean for you. Last year our mobility predictions and UX/UI trend presentations were used in hundreds of workshops, lectures and jointly got more than 100,000 views on Slideshare.
The Top 10 Mobile Trends for 2015 are more exciting than ever as we are experiencing explosive growth in almost every area including mobile usage (apps and web), mobile commerce, payments, enterprise apps, Internet of Things, wearables, nearables (sensors) and invincibles, data driven mobile services (big data), mobility in healthcare, omni-channel retail and innovations in mobile application development.
Mobile Ecosystem in 2015 by AscITconsultancyservicesCarmor Bass
The document discusses 10 mobile trends for 2015 based on discussions and insights from industry leaders. It summarizes the key points of 5 trends:
1. Mobile apps will move to a third generation focused on leveraging location, context and user data to personalize experiences.
2. Smartphones will become the central hub for controlling the growing Internet of Things ecosystem of connected devices.
3. Mobile devices will surpass desktops for the first time, generating most web browsing and media consumption.
4. "Phablets" with larger screens between 5.5-7 inches will continue gaining popularity over smartphones and tablets.
5. Big data will become integral to powering all mobile services and applications
The document discusses developing a sustainable mobile strategy for organizations operating in a fragmented mobile ecosystem. It outlines several phases to developing an effective mobile strategy, including identifying services to offer, understanding customer devices, and defining target platforms. The summary explores challenges like supporting multiple platforms and outlines approaches like developing mobile web apps, using platforms like PhoneGap for cross-platform apps, or employing SMS/telephony.
The document discusses developing a mobile strategy for organizations in today's fragmented mobile ecosystem. It recommends identifying the services to offer on mobile, enhancing IT infrastructure to support mobile, understanding customers' devices, and defining target platforms. The mobile strategy should start by identifying services, studying customers' devices, and devising a plan to deliver services across devices. It should also improve discovery of mobile offerings and engage customers post-sale.
Here are the key ways cognitive computing can help commercial underwriters:
1. Cognitive systems can analyze vast amounts of structured and unstructured data from multiple sources (customer profiles, industry reports, news articles, social media, etc.) to develop a comprehensive risk assessment of each individual customer.
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Joint Presentation Panasonic and IBM at TU-Automotive Japan 2016 ( http://www.tu-auto.com/japan/ ):
- Understand how machine learning across multiple industry domains creates a new mobility experience
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This document proposes a business-oriented social network called WeSpline that connects enterprises, startups, investors and other players in the technology ecosystem. It aims to address the fragmented and inefficient process of enterprises searching for innovative technologies and startups finding clients. The network will use intelligent algorithms to help users search, connect, communicate and do business across borders more easily. It will generate revenue from premium subscriptions and advertising. The founders are seeking $300,000 to build an MVP and launch to initial users, or $1 million to launch more broadly.
Presentation of IBM Watson, the components of Watson, how it works and examples of where Watson is being put to use, today. Finally links and information about, how you can get to work with Watson as a software developer.
Presentation given in te conference 'Driving IT' in Copenhagen, November 14, 2014
The document is a report from IntelliResponse that analyzes questions asked by students at higher education institutions to identify key trends. It finds that students primarily ask questions online related to academics, administration, financial aid, and IT help. Prospective students ask about programs, costs, requirements and the application process. Current students ask mostly about administrative issues. Those concerned with financial aid ask about costs, application processes and available aid. IT questions focus on passwords, login issues, and accessing portals and software. The report concludes institutions should provide accurate self-serve information and virtual agents to improve the online student experience.
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Financial services firms must offer customers more communication channels, options, and faster responses to attract and retain customers. As customers increasingly use websites for banking, insurance, and other financial services, firms must provide exceptional customer service across channels, from websites to mobile. However, many financial institution websites are poorly designed, making it difficult for customers to find information. To improve the customer experience, firms should identify customer goals, equip them with quick answers through self-service, and connect them seamlessly to assisted channels when needed. This will allow firms to better serve customers through their preferred channels.
6 Reasons Why Web Self Service Makes A More Responsive InstitutionTim Peters, MBA
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The document contains advertisements from different companies promoting finding a job you love by having the jobs look for you or starting to love your current job. The companies include Esquire, Startup, Blogger, Warm & Sunny, and Brooklyn. Each advertisement features the company name and a variation of the tagline "Love your job" or "Where jobs look for you".
Ideal is a company that matches salespeople to jobs based on their unique selling style and desired job characteristics. Their mission is to help salespeople find their ideal job by understanding their style and matching them to employers where they will thrive. Employers use Ideal to access top performers and reduce time-to-hire. The brand guidelines describe Ideal's tagline, logo, color palette, typography, and proper usage of these branding elements in materials like business cards, letterhead, presentations, and email signatures to maintain a consistent brand identity.
SICK: New Google Consumer Survey on the State of Health Insurance in AmericaTim Peters, MBA
The document summarizes key findings from a 2015 survey of 1,004 Americans about their preferences and expectations when interacting with health insurance companies. The survey found that customers highly value strong customer service and prefer to access information through websites. However, less than one-third of customers find their health insurer's website easy to use. The survey also found that customers are likely to switch providers due to a poor customer service experience. The document argues that health insurers should invest in virtual agent technology to improve the online customer experience.
This document provides a summary of headlines from various news sources across multiple topics. The headlines cover international news about tensions between Russia/Ukraine and Israel/Palestine, domestic news on GM and Microsoft earnings, and technology news including changes to net neutrality rules and Google Plus leadership. Entertainment headlines address a Broadway opening and casting news for the Batman vs. Superman movie. Health headlines focus on FDA approvals of new tobacco oversight and an HPV test.
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This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
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15. TRIZ Problem-Solving Framework
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Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
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This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
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These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
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Example of Analyst Coverage
1. | Report »
Opus Research Intelliview:
Evaluating Enterprise Virtual Assistants
2. Intelligent Virtual Assistants are the go-to resource for customer care, tech
support and marketing – becoming the basis for $700 million in investment
by 201 . In this report, Opus Research evaluates the offerings of eight
firms who have taken leadership in defining Intelligent Virtual Assistant
January 2014
Dan Miller, Senior Analyst – Conversational Commerce
Opus Research, Inc.
350 Brannan St., Suite 340
San Francisco, CA 94107
www.opusresearch.net
| Report »
»
Opus Research Intelliview:
Evaluating Enterprise Virtual Assistants
ii
4. 1
T
HANKS TO DEVELOPMENT AND PROMOTIONAL EFFORTS FROM APPLE AND GOOGLE, the general
public has grown to expect their mobile devices to serve as “intelligent assistants” as they carry out daily tasks.
Smartphones, which comprise 65% of the mobile phones in service in North America and other developed
economies, are tools that help them carry out complex search, scheduling, e-commerce and communications,
often in response to spoken commands.
Apple’s Siri started the trend by enabling people to use their own words to provide instructions or dictation. Google
(with GoogleNow and Voice Actions) upped the ante by introducing anticipatory speech recognition (the spoken
version of auto-complete) into the mobile PVA mix. And Nuance, with DragonGo and the acquisition of Vlingo, has
expanded the footprint of speech-enabled mobile assistants. Their success has expanded the domain of virtual
assistants into the enterprise. Innovative financial service providers, travel and transportation specialists, retail and
utilities have installed Enterprise Virtual As (EVAs) to greet and serve their customers by enabling them to
interact with human-like automated resources.
Dozens of companies had already entered the EVA world by supporting “virtual chat,” an automated resource that
provides human-like interactions through the chat window on an e-commerce website. A handful of companies have
gone directly to mobile by taking a “Siri for the Enterprise” approach, introducing a speech-enabled mobile assistant
to carry on natural language conversations with customers through apps on their smartphones.
Whether they are embedded in mobile devices (like Siri or Nuance’s Nina Mobile), integrated into e-commerce
websites as automated chat, or instantiated on a interactive voice response (IVR) platform to greet inbound callers,
these human-like resources complement or augment efforts of live agents while providing highly personalized service
to individual browsers, shoppers or customers. They are playing an important role in defining the future of self-service
and “assisted self-service.”
Basis for Evaluating Your EVA Options
Not all EVAs are created equal. In this “Intelliview” document, Opus Research focuses on eight firms that have
established leadership position in the EVA marketplace – spanning smartphones and the Web. We take a
structured approach that defines criteria that should be taken into account when planning to integrate automated
representatives and intelligent assistants into customer care, marketing and self-service infrastructure. These are
products or services that create a pleasant customer experience, that is consistent across multiple channels and
assist end-users in rapid execution of the tasks they are undertaking.
Each of the companies under study has great merit and deserves evaluation. Our evaluation is structured to assist
in understanding the breadth and depth of each vendor’s research and product development efforts coupled with
their product development, delivery and fulfillment capabilities. As enterprise decision-makers evaluate their options,
they are destined to find that a large population of their customers and prospects already have smartphones and are
ready, willing, able and even eager to use their own words to interact with mobile devices, search engines, corporate
websites and automated phone systems.
Getting Clear on the Concept
The EVA arena and market lacks a common lexicon. Solution providers and prospective implementers are hard
pressed to reconcile product claims and nomenclature with their own concepts and understanding. “Intelligent
enterprise agents” can describe a live customer service representative (CSR) that has good phone skills. It has also
been used to refer to speech-enabled IVR applications that are tuned to understand natural language and respond
quickly to requests. A simple search on Google speaks volumes. Typing or saying “Personal Virtual Assistant” to
populate the Google search box yields URLs and phone numbers for (live, human) individuals who stand ready to
perform the tasks of concierges, accountants or travel agents.
»Evaluating Enterprise Virtual Assistants
»
5. 2
Lack of a common language hinders rapid deployment and adoption of EVA technologies and solutions. A lot of
speech science is involved, spanning accurate automated speech recognition and human-like text-to-speech
synthesis to support lifelike conversations. Nonetheless, long-time industry participants know that speech is only
one of many input/output modalities. Accurate understanding of a person’s “intent” or the meaning of words relies
on resources for natural language processing (NLP), machine learning (ML), and what some people call artificial
intelligence (AI). Others, who may come out of the speech analytics world, will say that there is a benefit to subjecting
both spoken or typed input to speech or text analytics and sentiment analysis. Others may go so far as to suggest
that a camera be involved to detect gestures, facial expression and other visual cues that color a human’s ability to
derive meaning beyond spoken words.
Props to the Originators: SRI’s Siri and IBM’s Watson
Two giants in computer software development deserve credit for developing and refining “intelligent virtual agents.”
SRI International was one. In 2003, with funding from the U.S. Defense Advance Research Project Agency (DARPA),
SRI led a five-year, 500-person effort to build a virtual assistant, essentially to help military commanders with both
information overload and office chores. The software or application was a “helper” called the Cognitive Assistant that
Learns and Organizes, or “CALO.” It became the foundation for Siri as well as a number of other spinoffs.
IBM’s Watson can trace some of its roots to the Deep Blue, a computer that famously defeated reigning chess
master Gary Kasporov in a match in 1997. In the more recent past, “Watson” refers to a “deep question
answering” computer system which was built to apply advanced natural language processing, information retrieval,
knowledge representation, automated reasoning and machine learning technologies to the field of open domain
question answering.
It was made most famous by its appearance on the TV uiz show “Jeopardy” in 2011. Development of the system
that ultimately won on Jeopardy began in earnest around 2004. It employed IBM computers with access to 200
million pages of structured and unstructured content consuming four terabytes of disk storage. Once it
demonstrated its ability to answer general questions, Watson has turned its si s to healthcare. In February 2013,
IBM announced Watson’s first commercial application to support management decisions in lung cancer treatment at
Memorial Sloan–Kettering Cancer Center in conjunction with health insurance company WellPoint.
Companies in this Study
There are over 100 providers of “chatbots” and intelligent automated agents to support mobile search or enterprise
customer care. For this report, Opus Research has narrowed the field to eight solution providers who have
distinguished themselves from a much broader field when subjected to three evaluation criteria that are crucial
qualifiers for providers of mobile PVA platforms and solutions:
• Mobile Focus – Each candidate has made significant investment to bring a mobile channel focus to its offering.
• Conversational Interface – Beyond natural language processing, conversation management detects context
and exhibits human-like behavior to take turns in the course of interacting with individuals.
• Multiple Deployments – Having multiple, successful implementations reflects that the platform is a mature,
generally available product that is in operation and supported commercially by the parent company.
»Evaluating Enterprise Virtual Assistants
6. 3
Brief descriptions (in alphabetical order) appear below.
Anboto
HQ: Spain (U.S office in Redwood City, CA)
Founded: 2011
Corporate status: privately held
Number of employees: 25
Anboto Group leverages its semantic technology expertise to provide solutions that enable natural language
interactions between people and computers, primarily in customer care settings. Its virtual agent software has
focused on task completion for such applications as booking travel or transferring funds. Customers include Vueling
Airlines, BBVA bank, P , and Eroski group (retailers).
Artificial Solutions
HQ: Barcelona, Spain
Corporate Status: privately held (raised $5.3 million in 2006 through equity investor, Scope, which participates in
management and helps build international partnerships)
Number of employees: 100+
Artificial Solutions claims more than 200 successful projects in the public and private sector in 30 countries.
Company’s core technology platform, the Teneo Interaction Engine, powers implementations that support virtual
contact center agents that communicate via web chat, email, and over social networks. The platform promotes
constant improvement in customer understanding with its own analytics and discovery tools. In October 2011, the
company launched speech-enabled applications for both smartphones and tablets, claiming to support “deep
integration” with smartphone apps, initially in 21 languages.
CreativeVirtual
HQ: London, U.K.
London, E14 4AS
Founded; 2004
Corporate status: privately hel
Number of employees: ~130 to 200
Creative Virtual has built technologies in knowledge management, natural language processing and virtual assistants
to support intelligent, personalized customer experiences. Enterprise implementations include: HSBC, Verizon, CA
Technologies, E*TRADE, Lloyds Banking Group, O2 and Virgin Media. Solutions include a mobile app.
Expertmaker
HQ: Sweden (recently opened office in San Francisco, CA)
Founded: 2006
Corporate status: privately held
Number of employees: ~15
Expertmaker’s AI and Big Data analysis platform takes a unique approach to search, discovery and recommendation,
and enables broad deployment of intelligent solutions, including advanced recommendations, virtual shopping
assistants, coupon targeting and email optimization. It has integrated speech recognition and text-to-speech
synthesis into its platform
»Evaluating Enterprise Virtual Assistants
7. 4
IntelliResponse
HQ: Toronto, Canada
Founded: 2000
Corporate status: privately held
Estimated number of employees: 60
IntelliResponse provides patented virtual agent technology solutions for enterprise customers, including CIBC
Bank, Harris Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State
University, Yale University, Harvard University Extension School and Optus. It powers corporate websites, mobile
applications, social media channels and agent desktops.
Next IT
HQ: Spokane, WA, 99201
Founded: 2002
Corporate status: privately held
Number of employees: approx. 80
Next IT’s primary offering is a web-based virtual assistant, but has a mobile prototype. It has an IP portfolio of three
granted patents and up to 20 filed/pending, covering virtual assistants on the desktop. Clients include Merrill Lynch,
United Airlines, Alaska Airlines, Aetna and the U.S. Army. The company is placing great emphasis on healthcare and
medical applications with its Alme platform.
Nuance
HQ: Burlington, MA
Founded: 1992
Corporate status: ublic ompany revenues $1.86+ billion (2013) arket ap: pprox $5 billion (YE 2013)
Number of employees: 12,000
Nuance is the dominant company in speech processing and has developed or acquired core technologies to support
both its Nina Mobile and Nina Enterprise offerings. Its acquisition of VirtuOZ in 2013 greatly accelerated its web-
based chat deployments so that it stands alone in a mobile EVA consistent with a web-based chat presence.
Showcase customers include USAA, Garanti Bank (Turkey), Kaspersky Labs, The Coca Cola Company, Windstream,
Nespresso, Pitney Bowes and Pfizer.
SRI International
HQ: Menlo Park, CA
Founded: 1946 (as Stanford Research Institute)
Corporate status: nonprofit, R&D specialist
Number of employees: 2,500
SRI is a nonprofit research institute headquartered in Menlo Park, California. In mid-2012, it introduced an EVA
named Lola for as the foundation for Spanish commercial bank BBVA’s efforts to build “the bank of the future.” The
vision takes advantage of over a decade of natural language understanding (NLU) resources from SRI – whose
scientists developed the software that became Siri. Over the past two years, SRI continuously refined the hooks into
BBVA’s back office systems so that responses to natural language queries could be fast and accurate. This is the
only commercial offering of an SRI-developed EVA, although SRI has spun off a number of companies (including Siri)
which leverage the IP developed under CALO, they include Trapit (content curation), Kuato Studios (AI-enhanced
gaming), Desti (travel assistant) and others.
»Evaluating Enterprise Virtual Assistants
8. 5
Key Evaluation Criteria for Enterprise Mobile PVAs
For the purpose of this document, Opus Research looks specifically at companies with product offerings that can be
called “Siri for the Enterprise.” Like Apple’s Siri, they are an application that provides natural language understanding
on a smartphone through a persona. Unlike Siri, which can be called a “general purpose” resource that spans
command-and-control of device functions, dictation/transcription of messages and supports general voice search,
enterprise-oriented mobile PVAs address specific customer care, marketing and self-service functions for companies.
Figure 1: Intelliview Scoring, Mobile PVAs
Dozens of companies provide some flavor of “virtual assistant” that can be deployed in a corporate setting. If you
count chatbots with a modicum of personality, there may be hundreds.
For this report, Opus Research has culled through the long list of candidates to expose a list of companies that
have the following attributes:
Mobile and Multi-Channel Focus
Many EVAs started their lives as “avatars,” meaning that a human-like image or voice was explicitly associated to the
automated chat resources for customer care and self-service. These representations were often strategically placed
in a corner of an e-commerce ebsite, usually with the headline “Ask me a question in your own words.” The
windows resembled the “pop-ups” that signal the availability of an agent for live chat or interaction and the avatars
»Evaluating Enterprise Virtual Assistants
Mobile Focus 5 4 3 4 4 3 2 1
Conversational
5 5 4 3 4 5 4 2
Interface
Multiple
5 5 5 5 2 1 2 2Deployments
Total 15 14 12 12 10 9 8 5Expert
Maker
Anboto
SRI
Artificial
Solutions
Creative
Virtual
NextIT
Intell-
Response
Nuance
9. 6
were given names that support a companies’ brand image. For example, Amtrak has Ask Julie (courtesy of Next IT)
which is the same name as the automated agent that can make travel arrangements and answer questions over a
speech-enabled IVR (courtesy of Nuance).
Early avatars were not speech-enabled. Customers or prospects simply keyed in content, much like chat. Enterprises
got the incentive to add spoken input when they sought to add an avatar to a mobile app running on a smartphone.
Once the move to multi channel and mobile customer care took shape, marketers and customer care professionals,
alike, realized that it was in the brand’s best interest to ensure that each mobile customer receive the same answers
and suggestions whether conversing with the mobile app or “chatting” over the web. As part of a personalized or 1:1
experience, the ideal best practice is for companies to recognize a customer and transfer a record or transcript of
activity and history as they move from a mobile app to a web-based chat resource or live
contact center agent.
Support of Conversational User Interface
Allowing end-users or customers to use their own words to
describe the purpose or intent of their interaction is crucial because
it shows that a solution provider has invested the time, money
and brainpower to develop an “engine” capable of recognizing or
matching phrases that are synonymous with one another. While this
capability is at the core of an intelligent agent platform, it is just table
stakes when it comes to supporting a conversational user interface.
A “conversational interface” requires resources that go beyond
speech recognition, natural language processing and machine
learning. It adds domain knowledge, recognition of context and a
“conversation manager” or rules engine that governs the sort of turn-
taking that characterize human-to-human and human-to-machine
conversations.
The candidates that score high in this category offer a platform that
supports person-to-machine interactions that have the look and
feel of a human-to-human conversation. That includes a resource
that keeps track of context so that it understands the antecedent
of a pronoun and responds appropriately. If speech processing is involved, the recognizers are closely matched with
natural language processing resources so that individuals can speak in their own words. Text-to-speech synthesis
should sound lifelike and be able to show emotions such as sympathy, enthusiasm or humor as appropriate.
In contrast to Apple’s Siri, which ships as a feature of an iPhone, the EVAs described in this Intelliview have persona
that are associated with specific companies or brands. We use this criterion as an indicator of the completeness and
maturity of the EVA software provider’s product or service offering. The provider has packaged its core technology in
a way that supports a company’s branding, marketing, messaging and customer care best practices.
The ability to render the core technology as a branded assistant indicates that the software provider has a mature
product or service offering. That’s why “multiple deployments” is a major criteria in evaluating solutions providers.
Ideally, a branded mobile VPA builds its corpus of responses from a number of corporate knowledge bases and
stored interactions. Solution providers with multiple deployments have an advantage because, without violating
confidences or compromising competitive information, they can foster “best practices” in customer care for specific
verticals and help their customers avoid making mistakes that other firms have experienced. Multiple deployments
can also indicate that multiple languages are supported, which is another plus.
»
A “conversational
interface” requires
resources that go
beyond speech
recognition,
natural language
processing and
machine learning.
Evaluating Enterprise Virtual Assistants
10. 7
Figure 2: Intelliview Positioning
Findings: Nuance, IntelliResponse
and Next IT Lead Group
Figure 2 provides an illustrated depiction of our research findings. Occupying the upper right corner, Nuance
shows product breadth and multiple implementations in enterprise settings. Both Nina Mobile and Nina Web operate
at high levels of efficiency providing conversational services through smartphones and web-based chat, both
automated and live. There is deep integration into enterprise backend systems that support a consistent set of
answers whether an individual talks to an avatar on a smartphone or taps through a chat on the corporate website.
IntelliResponse scores very highly, thanks to a long history of problem solving for banks, educational institutions and
telcos around the world. It has built robust conversational interfaces that support an enterprise’s ability to provide the
“one right answer” to questions that are posed in a customer’s own terminology. In many instances it has installed
conversational systems that track the intent and meaning of a customer’s utterance and is trialing a system that can
also insert promotional messages – a new service enhancement called Offers.
Next IT is a leader based on its broad implementations with high-profile clients like Aetna, Alaska Airlines, Amtrak,
United Airlines and the U.S. Army. Instead of building its own spoken interface, it has worked with others – like
Nuance and Google. Its focus on healthcare will be its source of differentiation, the development of
natural language-based, conversational user interface.
SRI deserves special mention as many of the speech and natural language scientists who gave life to Apple’s
Siri have built a robust PVA for BBVA. It has demonstrated a deep understanding of what it takes to promote
a conversational interface that overcomes the challenges of multi channel deployments and is designed to be
the foundation for BBVA’s “bank of the future.”
»Evaluating Enterprise Virtual Assistants
Enterprise Integrations
Mobile/Conversational
SRI
Antiboto
Expert-
Maker
Artificial
Solutions
Creative
Virtual
Nuance
Intelli-
response
Next IT
11. »Evaluating Enterprise Virtual Assistants
Mobile Subs: 1.5 Billion Reasons to Evaluate VA Options in the Enterprise
Opus Research estimates that over 1.5 billion wireless subscribers will be actively using smartphones by the end of
2013. They make up roughly two-thirds of mobile subscribers in developed economies with emerging economies
rapidly moving to that level of deployment. In mid-2013, Nuance Communications surveyed over 1,000 smartphone
owners and found that 90% of those with a personal virtual assistant (like Siri) installed on their phones had used it,
with 60% saying they used it “every day.”
Taking a look inside the numbers reveals real differences among age cohorts in terms of PVA usage. More than two-
thirds (68%) of respondents in the 18-24 age group reported using PVAs regularly, while less than 30% of those
between 55 and 65 reported regular usage. We expect popularity of PVAs to grow as young people, who
already comfortable with using PVAs on a regular basis continue to discover and define new ways to make them
part of their everyday lives.
For planning purposes, Opus Research believes that roughly 40% of the smartphone users, roughly 600 million
people, use their smartphones as their primary (and most frequent) way to access the Internet. As smartphones
assume primacy for Internet access, search engines have become “action engines,” providing answers to queries
about goods and services when people are making plans, contemplating a purchase or seeking support.
Forecasting the Enterprise Market for Virtual Assistants
Intelligent Virtual Assistants are the go-to resource for customer care, tech support and even marketing. All told,
Opus Research estimates the number of “natural language” queries launched with Google Now, Siri and the dozen
or so mobile assistants, exceeded 3 billion in 2013. Natural language interactions with eb chat-based services
offered by the dozens of companies served described in this Intelliview added another 1.5 billion queries to that total.
Figure 3: Forecast of Enterprise VA Queries
8
25.00
20.00
15.00
10.00
5.00
InBillions
Enterprise VA Queries
2012 2013 2014 2015 2016
1.43 3.02 6.28 9.63 15.08
1.00 1.58 2.76 3.47 4.86
Mobile Search/App
Enterprise /Web
Source: Opus Research (2014)
12. »Evaluating Enterprise Virtual Assistants
Financial Impact of Enterprise Virtual Assistants
Enterprises see real economic benefit from “diverting” customer contact to these automated systems. Given that
a call with a support representative carries direct costs of over $5.00, the direct cost savings associated with an
enterprise intelligent virtual assistant are formidable. For this reason, Opus Research’s optimistic expectations for
enterprise spending on EVA acquisition and implementatio illustrated in Figure 4 may
prove to be conservative.
Figure 4: Forecast of Enterprise VA Revenue
Over time, as virtual assistants become virtual advisors capable of making recommendations surrounding purchases,
we expect a growing number of enterprises across a variety of vertical markets exploit the potential of these
resources to enhance revenues.
In 2013, spending is relatively low (a little more than $100 million). The firms under study for this report are just
beginning to entice large banks, retailers and telecom companies to put natural language understanding and virtual
assistants into the critical path with their customers. But Enterprise Virtual Assistants are getting much better at
learning new tasks and functions and responding to customers in highly personalized ways, so we see healthy
growth in the near term spending $700 million forecast by 2016.
Opus Research hopes that a document, like this Intelliview, brings clarity to the marketplace by defining the meaning
of the term “virtual assistant” and outlining the features, functions and product attributes that make vendor offerings
attractive.
9
$800
$700
$600
$500
$400
$300
$200
$100
$0
2013 2014 2015 2016
$111.25 $223.75 $446.25 $638.75Total EVA Revenue
Source: Opus Research (2014)
Axistitle
EVA Revenue ($million)