While many businesses make use of online chatbots, the experience of conversing with one can be frustrating, particularly in a customer support context. Fergal Reid, Senior Director of Machine Learning at Intercom, and Nico Beukes, Managing Director at Yext, talk about the chatbots they are testing with generative AI and how they guard against errors.
Software company Intercom has been implementing generative AI in its customer support toolset. VP Customer Support Declan Ivory speaks to Econsultancy about what the tech means for the industry, from agent support and QA, to customer-facing bots and new human roles.
Google and Microsoft are racing to be the first to launch generative AI chat in search, with release announcements coming within days of one another. However, the problems are already beginning to show. What are they, and how could they be addressed?
This briefing is part of our Digital Transformation Monthly 2022 in Review, which looks back over the trends that defined the past year and considers how they might impact the year to come.
This quick guide provides an introduction to AI, machine learning and data analytics and explores their potential applications across the customer lifecycle. It outlines how marketers can build a solid data strategy from initial assessment to governance and oversight.
The general manager of AI at the content personalisation company discusses the capabilities of its Da Vinci AI solution, and how marketers should approach personalisation.
OpenAI’s ChatGPT has gone viral, with many claiming that this sophisticated chatbot could displace Google. But how well does it really perform as a search engine?
With AI-generated writing, imagery and even video becoming available in increasingly high quality, how can marketers ensure responsible use of these tools? ContentBot founder Nick Duncan talks AI, ethics, and the need for a “human in the loop”.
Google’s update means sites that use extensive automation to produce content could find themselves in the crosshairs. What does this mean for AI copywriting tools?
The co-founder of Zelros, an AI platform that helps insurers offer personalised product recommendations, discusses the role of the technology in a traditional industry.
Midway through 2021, electricals company Dixons Carphone announced that it would be merging its four technology and retail businesses – Currys PC World, Dixons, Carphone Warehouse, and Team Knowhow – under the Currys brand name. Announced in May of last year, the merging of the four brands was complete by October. In its wake, the […]
Between new privacy legislation, increased scrutiny of big tech’s approach to data collection, and the continued maturation of strategies to replace third-party tracking cookies, 2021 has brought some interesting developments for data and analytics. What do the experts predict 2022 will look like? Here are some key trends highlighted by our contacts in the world […]
We turned to Econsultancy’s storied roster of search experts to ask: what do MUM and multimodal search mean for our relationship to search and SEO? How could they change the game for marketers? And what potential opportunities and challenges do they present?
You might have heard of Rappi, a rapidly-growing Colombian on-demand delivery startup and last mile ecommerce platform that has been called the “Latin American super app“. Like many super apps, Rappi has a payments arm: RappiPay, originally launched as a peer-to-peer payments platform and electronic wallet service in 2018 (Portuguese-language source). It has since rolled […]
The Covid-19 pandemic has triggered an acceleration of digital transformation within the healthcare and pharma industry. According to a survey by GlobalData, 40% of pharmaceutical industry professionals in Europe and North America believe that the pandemic has accelerated digital transformation by more than five years.
Optimising customer journeys involves an increasing amount of interconnected martech and data, particularly where machine learning is involved. On a recent Econsultancy webinar, editor Ben Davis discussed the topic of customer journey optimisation with Iain Noakes, former VP Effectiveness Marketing & Optimisation at The Economist, and Ben Wild, Business Lead at Coveo. They also discussed […]
You’ll find a wealth of charts and statistics related to AI in the Internet Statistics Database, for you to browse, save and export.
