Companies in our industry right now are working very hard to prove that they have successfully integrated technologies like the internet of things (IoT) and artificial intelligence (AI) into their enterprise software products. As I described during this interview with Silicon Angle’s TheCube at our World Conference in October, what actually makes these transformational technologies valuable is the simple application program interface (API). While there’s…
Gartner has just released its 2019 Magic Quadrant for Field Service Management, and once again, IFS has been named a Leader. While we’re certainly thrilled to once again be recognized for the excellence of our service management solution, and the many ways that it helps service organizations maximize wins and build digital-first service solutions, the…
Accurate forecasts are the panacea for food manufacturers, Is artificial intelligence getting us close to a solution, are we near to finding the forecasting Holy Grail? I was at a director’s dinner recently, discussing the use of AI in today’s food manufacturing companies, when I suggested that artificial intelligence would provide the ultimate solution to…
We’ve reached an important inflection when it comes to adoption of emerging tech for Digital Transformation. Use cases for Artificial Intelligence (AI) are beginning to make their way into a variety of software solutions, augmenting automation and helping to improve service outcomes. The thing about all of those technologies is that, as of now, they’re…
A new generation of point AI solutions will prove themselves in 2019. They’ll build new trust, urgency and understanding of what ‘AI’ actually is, and just how much it can deliver. Voice-driven solutions will lead the charge. And we’ll see pick-and-place robots in smart warehouses delivering a major competitive edge, as companies advance their use…
Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and resources. Because of this, when an organization is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are a number of ways…
There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, its ability to capture robust customer insights, and its efficiency in handling contacts make it a very attractive investment for contact center leaders. Customers realize this and…
Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in customer service and support environments. These projections have many contact center leaders wondering what they should—and shouldn’t—be focused on when it comes to AI adoption in the coming years. What about AI is hype? And…
In the years that we have been working with artificial intelligence (AI) in IFS Labs I’ve talked to many of our customers and have seen a lot of use cases out there. One of the most important topics being discussed is data! And don’t make the mistake of ignoring it, data is the single largest…
One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of your self-service offerings. A common mistake among AI implementations is a lack of review in existing self-service systems and a thoughtful plan for where artificial intelligence is the best solution. Without proper planning, reporting and…
