Max Ball
Principal Analyst
Author Insights
Blog
Build The Right Chatbot Business Case
Most companies make the wrong business case for their chatbot. Here’s how to make the right one.
Blog
Get Ready For GenAI Chatbots: The State Of Conversational AI
Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]
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Is GenAI Falling Short? Not In The Contact Center
Infrequently asked questions is an example of how genAI is bringing value to the contact center
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Even GenAI-Trained Execs Are Confused About It (Our Survey Shows) — So Give Them Better Training
Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not. Our research shows that among consumers, generative AI is poorly understood or not at all (see The State Of Consumer Usage Of Generative AI, 2024). And you might think that execs would be better informed, considering the high-stakes decisions they must […]
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Meet The Digital-Double Power Player
In a not-so-distant future, a digital double will save you time — but at the expense of your data.
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Generative AI Marks A New Dawn For Contact Centers
Contact center leaders are now employing generative AI to mark a new dawn in the contact center. Brands will need to face challenges head on and capitalize on opportunities to redefine the contact center as we know it.
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Frenemies Forever — The Tension Between CRM And CCaaS Vendors
The two technologies are increasingly encroaching on each other’s spaces. It's up to the brands that deploy these solutions to decide what functionality to take from which vendor — which is not a simple task.
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Our New Conversational AI Forrester Wave™: GenAI And LLMs Drive A Vendor Revolution
As generative AI has emerged in the past year, conversational AI vendors have evolved their capabilities. Get a sneak peek at five of those capabilities in this preview of our new Wave report.
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re:Invent 2023 — Is AWS In Unfamiliar Territory As A Follower?
At AWS re:Invent 2023 the AI announcements were underwhelming despite high expectations. Find out more in this extended review of the event.
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Building Self-Service Applications That Would Make Michelangelo Proud
Generative AI is on the cusp of revolutionizing chatbots for customer self-service. Learn about the role conversational AI vendors can play.
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My Favorite Reason To Bring UC And CC Together
My favorite piece of new research that we uncovered is a use case where brands leverage a shared UC and CC infrastructure to blur the lines between remote offices and a centralized contact center, resulting in better customer experiences and more efficient customer service.
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Oh, What A Crisis Can Do!
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.
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Four Reasons Why You Can’t Trust ChatGPT With Your Customers
ChatGPT is hot right now — but you can't trust it with your customers. Learn why ChatGPT isn't going to replace your contact center any time soon.
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AI Reshapes The 2023 Forrester Wave™ Evaluation For CCaaS
In the prior Forrester Wave™ evaluation on contact-center-as-a-service (CCaaS) providers in August of 2020, AI was mentioned offhand a few times. It was not, however, a factor in the Wave scoring at all. A few years changed everything. AI has taken center stage in this year’s Wave, providing new capabilities across many aspects of a CCaaS vendor’s offerings.
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Customer Service Unplugged — Or Why Empathy Matters
When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. The most striking example of this for me is Eric Clapton’s version of “Layla” from MTV Unplugged. When you strip a contact center down to its base, you end up with one-on-one […]
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If You Can Say It, You Can See It: Dall-E And You
Or, “How a natural language image generation AI used as a meme generator by social media may impact your business.” Welcome To The Future — It’s Got AI-Generated Art Let’s play a quick game. Which of the below images were made by an AI system generating images based on word prompts? Let’s pretend you guessed […]
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A Tale Of Two Behemoths
Some years, Enterprise Connect is the place where the world’s biggest vendors make significant announcements in the unified communications or contact center space. 2022 was one of those years, with both Amazon and Google making significant noise in the contact center space. Amazon Let’s talk Amazon first: It announced its new forecasting, capacity planning, and […]
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CCaaS Hits An Inflection Point
Rapid Uptick In Customer Adoption With particularly good reasons and with great intentions, contact centers have been one of the last domains within companies to move their core technology to the cloud. As a critical customer-facing function, contact centers have so much at stake that it makes sense for them not to take chances with […]
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Seven Steps To Help Your Customer Service Heroes Through The “Container-Challenged Christmas”
Retail contact center agents (aka customer service heroes) typically deal with stressed-out shoppers during the holidays and the return period that extends through March. The shipping and supply chain crisis, however, will make the interactions of the past a walk in the park compared to what’s to come this season. As the season progresses, expect […]
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Zendesk’s Momentive Acquisition Paves The Road For A Customer Service-CX Data Highway
Customer service is a key driver of customer experience (CX), but technology silos often stand in the way of effective collaboration across CX and customer-facing teams. The recent announcement by Zendesk that it intends to acquire Momentive, parent of the well-known SurveyMonkey brand, has the potential to help users of both platforms break through this […]
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