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The 2019 edition of Opus Research's Decision Makers' Guide to Enterprise Intelligent Assistants report determined [24]7 AIVA to be a top solution for enterprises, and the only virtual agent solution capable of delivering across a breadth of simple FAQs to complex, conversational issues to online transactions. The Opus report presents a comprehensive assessment of 16 enterprise-grade Intelligent Assistant solution providers, with a focus on natural language processing, machine learning, AI, analytics and customer management integration to power digital self-service solutions. The report highlights [24]7 AIVA's ability to support both voice and digital channels and deliver unified self-service, calling out the company's differentiators as being a unique blend of AI and human insights, two decades of unparalleled experience in customer journeys across all channels, and proprietary insights including more than 150 patents and patent applications. "We analyzed a short-list of the leading providers in natural language processing, machine learning, AI and analytics to develop the industry's most comprehensive assessment of today's virtual agents and digital self-service solutions," said Dan Miller, lead analyst, Opus Research. An agent can take over a bot conversation at any time, and hand the conversation back to the bot to complete the interactions.

Customer service organizations need AI and automation solutions to deliver efficiencies while also ensuring they understand the customer's voice. A new state-of-speech-analytics report, published by Opus Research and Uniphore, reveals enterprise interest in more transformational business applications, which go beyond typical speech analytics. The four-year tracking survey, which covered 400 decision-makers in customer experience and contact management centers, identified Conversational Survey Automation (CSA) as an emerging and highly valued category of solution for enterprises. CSA leverages artificial intelligence to improve resolution rates while reducing handle time for customer queries, according to Uniphore. It is built into a real-time analytics platform, which already provides actionable insights for human agents.

SAN FRANCISCO–March 12, 2019--Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations, today announced general availability of Studio 6.0, which enables service providers to bring a new and more advanced class of service to market. This latest iteration of Inference Studio, which integrates the most advanced natural language processing (NLP) and Conversational AI technologies from Google and IBM, helps businesses eliminate complex IVR menus and elevates the customer experience beyond simple speech-enabled, directed dialog systems. "Adoption by a growing number of businesses is accelerating because the accuracy of core Natural Language Understanding resources has made great strides in the past year," says Dan Miller, lead analyst at Opus Research. "Companies and their customers are becoming more comfortable conversing with Intelligent Virtual Agents." Inference's Virtual Agents are resold by over 35 telecommunications carriers around the world to businesses of all sizes.

Inference Studio 6.0 Includes Support for Google Dialogflow NLP and IBM Watson Tone Analyzer Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations, announced general availability of Studio 6.0, which enables service providers to bring a new and more advanced class of service to market. This latest iteration of Inference Studio, which integrates the most advanced natural language processing (NLP) and Conversational AI technologies from Google and IBM, helps businesses eliminate complex IVR menus and elevates the customer experience beyond simple speech-enabled, directed dialog systems. Inference Solutions announces general availability of Studio 6.0, enabling service providers to bring a new and more advanced class of service to market "Adoption by a growing number of businesses is accelerating because the accuracy of core Natural Language Understanding resources has made great strides in the past year," says Dan Miller, lead analyst at Opus Research. "Companies and their customers are becoming more comfortable conversing with Intelligent Virtual Agents." Inference's Virtual Agents are resold by over 35 telecommunications carriers around the world to businesses of all sizes.

Navigating the market for a customer experience or customer service engagement solution such as a chatbot, virtual assistant, asynchronous messaging platform, or IVR can be confusing. With multiple vendors offering solutions that sound alike, how can you choose the best one for your business? Making customer engagement consistent across all channels is key to maintaining your brand's equity. From the time consumers see your ad or engage with your web content to when they are greeted by your chatbot or escalate to an agent for faster resolution, their journey must be seamless. Your experiences need to delight customers at every stage, on all the channels you support.

The third edition of Drivers for Deploying Speech Analytics 2018, an annual survey commissioned by Uniphore Software Systems, was released today. The survey revealed that 60% of Indian companies deploy speech analytics for marketing initiative support and quick identification of customer intent, equally. This is in line with the finding of the previous year's survey underlining the growing relevance of speech analytics in increasing sales and delivering superior customer experience. Root cause remediation of customer experience failures came a close second with 58%. In North America and South East Asia, the top driver for deploying speech analytics was quick identification of customer intent.

By 2020, we will all have an Invisible Friend. Whether we call it Siri, Alexa, OK Google, or a chatbot, we are entering a world where an intelligence assistant recognizes our "intent." This could spawn a massive consumer behavior shift, as AI-influenced bots would mean far fewer Google searches by humans. This invisible friend would learn from its mistakes, maintain context, and continue to expand into new areas of expertise through judicious use of Knowledge Management (see below landscape). Although 2020 is our destination, now is a time of heightened activity among the companies that provide the elements of Intelligent Assistance.

Since hosting the first Intelligent Assistants Awards in the fall of 2014, the market for smart self-service solutions has rapidly expanded. Today's customers don't just accept interacting with virtual intelligent assistants (IAs); many prefer taking their questions to IAs rather than calling or chatting with a human agent. Companies reap the dual benefits of providing customers with popular self-service options while optimizing their overall customer support infrastructure and expense management. IA Awards Puts Focus on Intelligent Assistance Landscape Opus Research will host the third IA awards at the upcoming Intelligent Assistants and Intelligent Authentication Conferences (IASquared) in San Francisco on September 12-13, 2016. Awards Focus on Real-World IA Implementations and Proven Business Value From their inception, the IAAs focused on real-world implementations that fit into what Opus Research has defined as the "Virtual Agents and Customer Assistants" category of the Intelligent Assistants Landscape.

By 2020, we will all have an Invisible Friend. Whether we call it Siri, Alexa, OK Google, or a chatbot, we are entering a world where an intelligence assistant recognizes our "intent." This could spawn a massive consumer behavior shift, as AI-influenced bots would mean far fewer Google searches by humans. This invisible friend would learn from its mistakes, maintain context, and continue to expand into new areas of expertise through judicious use of Knowledge Management (see below landscape). Although 2020 is our destination, now is a time of heightened activity among the companies that provide the elements of Intelligent Assistance.