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The CRM Playbook For 2017

Transform Customer Processes And Systems To Improve Experiences

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

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  • For CIO Professionals

    Report

    Report The Top Emerging Technologies For Digital Predators

    Tools And Technology: The CIO Digital Business Transformation Playbook
    March 1, 2017 | Nigel Fenwick, Ted Schadler

    CIOs must constantly evaluate an array of emerging technologies and determine where to incubate and where to increase investment. While the choices are as individual as the companies, the...

  • For Application Development & Delivery Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    February 21, 2017 | Ian Jacobs, Andrew Hogan

    The combination of media and vendor hype about "world-changing technology" has propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" now pushes digital...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    December 12, 2016 | Andrew Hogan, Ian Jacobs

    Media and vendor boasts of "world-changing technology" have propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" is pushing digital business...

  • For Application Development & Delivery Professionals

    Report

    Report Chatbots 101: Building Conversational Interfaces

    Take A Progressive Approach To Building Chatbots That Aligns With Your App+ Mobile Strategy
    December 12, 2016 | Michael Facemire, Julie A. Ask

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging services at an unprecedented pace. In parallel, they're looking to use conversations for customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Chatbots

    Pilot Chatbots As Part Of Your App+ Mobile Strategy
    October 20, 2016 | Julie A. Ask, Michael Facemire

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging at an unprecedented pace. In parallel, they look to extend conversations beyond socializing with...

  • For B2C Marketing Professionals

    Report

    Report The Future Of Messaging Apps

    With Bots And Intelligent Agents, New Conversation Interfaces Will Change Your Relationship With Customers
    September 19, 2016 | Thomas Husson, Xiaofeng Wang

    With more than 3 billion consumers spending a lot of time and sharing emotions on messaging apps, brands are facing a whole new set of marketing opportunities and challenges. Messaging apps like...

  • For CMO Professionals

    Report

    Report Quick Take: Amazon Extends Its Lead By Taking Alexa Intelligent Agent Global

    September 14, 2016 | James L. McQuivey

    On September 14, 2016, Amazon announced the availability of Amazon Echo outside the US in its two largest European markets — the UK and Germany. At the same time, Amazon announced a new version of...

  • For B2C Marketing Professionals

    Report

    Report The Rise Of Intelligent Agents

    How Evolved Versions Of Siri, Google Now, Cortana, And Alexa Will Upend The Brand-Customer Relationship
    September 12, 2016 | Jennifer Wise

    Early-stage intelligent agents (IAs) have arrived and are gaining traction among consumers. And as consumers fall in love with the customized, proactive utilities IAs provide, IAs will capture the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Bots Aren't Ready To Be Bankers

    Bank Execs Should Focus On Foundational Digital Initiatives Now To Take Advantage Of Next-Gen Bots In Two To Three Years
    August 31, 2016 | Peter Wannemacher

    Many companies are betting on bots, chat-based software built to simulate human conversation and help consumers complete tasks. But while bots and the technologies that enable them are evolving...

  • For Application Development & Delivery Professionals

    Report

    Report Plan Now For Customer Service In 2021

    Explore Five Technologies To Transform Customer Care Over The Next Five Years
    June 28, 2016 | Ian Jacobs

    Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Get Better Results — Virtual Agents Are Key To Improving Site Search

    December 1, 2015 | Brendan Witcher

    As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Good Alone, Better Together: Integrating Chat And Virtual Agents

    Creating Seamless Customer Service Interactions Is Key To Meeting Customer Expectations
    October 29, 2014 | Brendan Witcher

    Increasingly, organizations are turning to live chat and virtual agent tools in order to keep pace with the ever-demanding consumer. And for good reason: the ability to scale immediate, contextual...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Business Case For Virtual Agents

    Why A Personalized Virtual Agent Is The Right Tool For Today's Self-Service Driven Consumer
    September 30, 2014 | Brendan Witcher

    Virtual agents have evolved from simple, self-service chat-bots to today's personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Five Essential eBusiness Criteria For A Successful Virtual Agent Vendor Selection

    November 17, 2011 | Diane Clarkson

    Virtual agent technology has continued to become more sophisticated, elevating this self-service tool from the antiquated limits of keyword search to an experience that offers conversational,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Time To Give Virtual Agents Another Look

    December 18, 2009 | Diane Clarkson

    Efficient online self-service is a critical component to the online purchase experience: 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot...