HfS Research: Using Cognitive Tech to Connect Customers to Business Operations

HfS Research interviewed 100 C-Suite executives to understand their views, expectations, strategies, and investment plans for cognitive AI technologies.

Creating an engaging customer experience is about embedding digital and cognitive technologies into the very fiber of an organization’s processes, from the front-office, right through to the back-office. Investment in cognitive technologies is quickly becoming a strategic imperative for enterprises to create intelligent business operations within their companies. This approach to end-to-end intelligent services is embodied in IPsoft’s AIOps (formerly 1Desk), which builds on the cognitive prowess of Amelia, the market’s leading digital AI colleague, and the autonomic capabilities of IPcenter.

For this research paper produced by HfS Research in partnership with IPsoft, HfS Research interviewed 100 C-Suite executives to understand their views, expectations, strategies, and investment plans for cognitive AI technologies. This report discusses the opportunities and challenges that businesses are facing as they move toward being truly intelligent -- which ultimately will allow them to make better business decisions, get closer to their customers, and be more competitive.

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The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

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