This week, the Biden administration launched the “Time is Money” initiative that—as the name implies—aims to crack down on “corporate tricks,” referring to processes that are made intentionally cumbersome for the customer, wasting their time and money.  While the initiative encompasses a broad range of actions, like eliminating complicated health claims paperwork and simplifying the ..read more

Infrequently asked questions is an example of how genAI is bringing value to the contact center ..read more

A digital double promises to save you time but at the expense of your data ..read more

The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024, is now live! In this first-ever evaluation of the digital customer interaction solutions (DCIS) market, we analyzed 34 product and strategy criteria for the 11 most important vendors in this space (listed alphabetically): [24]7.ai, ASAPP, eGain, Gladly, iAdvize, Intercom, Khoros, LivePerson, Sprinklr, Unblu, and Verint. When ..read more

The future of human-machine interaction (HMI) will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies: generative AI, language AI, adaptive AI, somatic interfaces, spatial interfaces, and virtual people, respectively. But these technologies are still immature, and the road ahead is fraught with challenges. If you’re involved in conceiving digital experiences as a strategist, product leader, designer, developer, or in any other capacity, it’s crucial that you envision this future and ta ..read more

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 ..read more

We've evaluated the nine most important conversation automation solution vendors. Learn what’s changed since we evaluated the market three years ago ..read more

On February 21, Google announced its new generative AI solution for productivity, Gemini for Google Workspace. Previously launched for enterprises as Duet AI for Workspace Enterprise, Gemini for Google Workspace Enterprise keeps the same pricing, at $30/user/month for unlimited usage. Google added a cheaper SKU, too — Gemini for Google Workspace Business, at $20/user/month for ..read more

New year, new search! In 2024, conversational search will grow because of generative AI’s integration into search engine results pages (SERPs). This growth will be most pronounced on Google and, to lesser extents, on Bing, Amazon, and TikTok. Rather than getting instant answers to ad hoc questions, consumers will have complex and engaging conversations with ..read more

Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI ..read more