Back in 2019, I wrote an article on reasons why chatbot projects were failing or being abandoned before they even reached the testing stage. At the time, the conversational AI industry had been saturated with both false promises about the capabilities of the technology and a plethora of new start-ups with misleading claims about having …
In February ISG (Information Services Group), a leading global technology research and advisory firm, published their ‘ISG Provider Lens™ Intelligent Automation – Solutions & Services’ report. This Quadrant Study provides business leaders and decision makers with an overview of the market and an analysis of vendors’ product capabilities, industry expertise, and strategic partnerships. The report …
Successful Conversational AI: Blending Machine Learning & Human Intelligence Read More »
It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. In less than 24 hours, Twitter users trained Tay to give offensive, racist and inappropriate responses which resulted in Microsoft taking Tay offline. Described as a ‘machine learning project designed for …
“Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them Read More »
Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, …
