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Measuring the True Effectiveness of Virtual Assistants

In this live, interactive webinar, Opus Research and Haptik discuss the following key topics:

* How existing methods of measuring intelligent virtual assistant customer experiences have limitations
* Defining "Intelligent Satisfaction Score" and how it is calculated
* How brands and enterprises are deriving actionable insights in assessing true IVA effectiveness.
Recorded Mar 19 2020 48 mins
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Presented by
Dan Miller, Lead Analyst & Founder, Opus Research; Aakrit Vaish, Co-Founder & CEO, Haptik
Presentation preview: Measuring the True Effectiveness of Virtual Assistants

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  • Channel
  • Channel profile
  • The New Authentication Ecosystem: A Primer Recorded: Oct 20 2020 40 mins
    Dan Miller, Opus Research; Matt Smallman, SymNex Consulting; Shawn Edmunds, LumenVox
    Hear research findings and insights from the recently published "2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges"
  • Intelligent Authentication and Fraud Prevention Intelliview Recorded: Sep 11 2020 25 mins
    Dan Miller, Lead Analyst, Opus Research; Derek Top, Senior Analyst, Opus Research; Matt Smallman, Director, SymNex Consulting
    Opus Research and SymNex Consulting provide enterprise decision makers with competitive context for evaluating selected solution providers supporting secure customer contact experiences and fraud prevention.
  • SMS + Automation: The Next Level in Conversational Sales and Analytics Recorded: Jul 23 2020 49 mins
    Dan Miller, Lead Analyst and Founder, Opus Research; Brian Craig, VP, Product Marketing, Marchex; Matt Berman, CEO, Sonar
    How textbots and SMS messaging can dramatically uplift conversions and drive critical actions that increase revenue

    Join Opus Research and Marchex for a comprehensive webinar on the rise of automation in SMS and how it can be applied to accelerate prospects through your sales funnel. Actual customer use cases of Marchex Sonar will provide real-life examples of what this technology can do for businesses today.
    In this webcast, you’ll hear how SMS, when integrated with automation and AI-powered workflows, helps businesses:
    • Accelerate lead qualification and sales conversion by offering
    • Boost sales productivity as much as 5X or 10X
    • Add new customers and revenue
  • Survival Guide to the 50 Shades of Phone-Based Fraud: The Pandemic Edition Recorded: Jun 25 2020 48 mins
    Opus Research and NICE
    There’s nothing like a first-ever global crisis to expose pre-existing performance problems and known security vulnerabilities in the customer care fabric of brands around the world.

    Join Opus Research and contact center software solutions provider NICE for this live, interactive webinar (June 25th) to hear about the latest industry trends and gather tips on how to fight fraud in the "new normal." Topics include:

     
    * How contact center operators are turning to cloud-based solutions implement the latest technologies for intelligent authentication and fraud-loss prevention

    * How workflows for both agents and customer will be permanently changed with the introduction of swift, strong and adaptive caller authentication

    * The need for contact centers to incorporate a checklist of intelligent authentication solutions including real-time, risk awareness, multi-factor and more.
  • Introducing Native Process Automation: AI-Infused Workflows for Contact Centers Recorded: Jun 2 2020 47 mins
    Jim Radzicki, TELUS International; Lance Fried, Thrio, Inc.; Dan Miller, Opus Research
    Cloud-based contact center specialist, Thrio, has introduced "Native Process Automation" (NPA) to help both customers and contact center agents complete their tasks. In this webinar, learn:

    * Why the global pandemic has permanently altered commerce and customer care for voice and digital channels
    * Integrating NPA into both agent and customer workflows
    * What it takes for cloud-based services to support both agent-based and automated self-service
    * How NPA delivers the benefits for Conversational AI
  • Measuring the True Effectiveness of Virtual Assistants Recorded: Mar 19 2020 48 mins
    Dan Miller, Lead Analyst & Founder, Opus Research; Aakrit Vaish, Co-Founder & CEO, Haptik
    In this live, interactive webinar, Opus Research and Haptik discuss the following key topics:

    * How existing methods of measuring intelligent virtual assistant customer experiences have limitations
    * Defining "Intelligent Satisfaction Score" and how it is calculated
    * How brands and enterprises are deriving actionable insights in assessing true IVA effectiveness.
  • Enhancing Artificial Intelligence with Human Insight Recorded: Feb 20 2020 49 mins
    Dan Miller, Lead Analyst and Founder, Opus Research; Patrick Nguyen, Chief Technology Officer, [24]7.ai
    How Companies Make the Most Out of Conversational AI Investments

    Opus Research and customer care experts [24]7.ai discuss how orchestrating interactions that involve AI and customer service live agents is no longer an “either/or” proposition – it now means blending the best of both in ways that take advantage of what each does best.
  • Automated Assistance: Shaping the Future of Digital Customer Support Recorded: Jan 30 2020 48 mins
    Dan Miller (Lead Analyst, Opus Research) and Jeff Saenger (VP, Customer Success, Helpshift)
    Opus Research and Helpshift discuss the results from a survey of companies that deploy solutions that power the most sought-after customer service experience that will lead to lifetime loyalty. Learn how digital-first businesses that implement automated, conversational messaging for customer service are making an impact on the bottom line.
  • How Conversational Intelligence Drives Better Business Outcomes Recorded: Dec 10 2019 49 mins
    Dan Miller, Lead Analyst and Founder, Opus Research; Brian Craig, VP, Analytics, Marchex
    Join Opus Research and Marchex to learn how conversational intelligence can drive better business outcomes that can be measured and validated to convert leads, increase close rates and associated revenue increases.
  • Global Survey: Speech Analytics & Conversational Service Automation Recorded: Nov 19 2019 48 mins
    Dan Miller, Opus Research; Jafar Syed, Uniphore; Samith Ramachandran, Uniphore
    An Opus Research four-year global survey documents the business impact of Speech Analytics technologies to enable a path to digital transformation and address immediate customer issues. Enterprise customers show growing interest in real-time customer journey orchestration and intelligent assistance, adding elements of Artificial Intelligence (Natural Language Understanding, Machine Learning) to improve customer experience, bolster employee productivity, and enable Conversational Service Automation.
  • Introducing Visual Speech Recognition Recorded: Sep 17 2019 47 mins
    Dan Miller, Opus Research; Liam McQuillan (Co-founder and CEO) Fabian Campbell-West (CTO), Liopa
    “Visual Speech Recognition” (VSR) is a game-changing technology that will prove invaluable as individuals, enterprises and government agencies expand their ability to understand spoken words in challenging environments. It is an example of how unprecedented computer power and data access can make everyday tasks easier in a "Voice-First" world. Learn more about VSR in this free webinar, September 17th.
  • Stop Losing Customers: Listen to Them with Speech Analytics Recorded: Jun 18 2019 47 mins
    Opus Research and Age of Learning
    Customers are the lifeblood of your company--but customer retention can be a challenge. In today’s highly competitive marketplace, how do you foster the type of customer experience that deepens relationships? Speech analytics are a powerful tool to give you insights from every customer interaction to accelerate business responsiveness. You can identify techniques your best agents use to foster loyalty and share them across the organization—allowing you to move at the speed of customer expectations.
  • Machines Search for Meaning: Speech Analytics, Customer Care, and AI Recorded: May 1 2019 47 mins
    Dan Miller (Lead Analyst and Founder, Opus Research) and Richard Kimber (CEO, Daisee)
    Recent technology advancements in speech analytics technology solutions enable businesses to listen, decipher and act on every customer conversation. These conversations can turned into actionable insights affecting a business’s bottom line.

    In this webcast, Opus Research and Daisee discuss conversational middleware and how speech analytics solutions can be effective and flexible to help understand the meaning and context of customer conversations to surface insight and make business recommendations.
  • 5 Keys to Success with DIY Chatbots & Intelligent Assistants Recorded: Mar 27 2019 49 mins
    Dan Miller, lead analyst, Opus Research; Josefine Fouarge, principal product marketing manager, Nuance
    Businesses are moving their “bot strategy” from vision to reality at unprecedented speeds. New tools and platforms to build bots and intelligent assistants create an illusion that anyone can setup automated assistance that will deliver real business value. In this webcast, learn practical insights from real-world, successful deployments that highlight the importance of combining high quality tools with key strategies and approaches that businesses should keep in mind.
     
    Register now to gain these valuable insights and ensure your DIY projects succeed.  You’ll learn how to:
    * Gain traction and build trust with customers and employees, alike
    * Create and meet realistic business objectives and key performance indicators
    * Leverage existing contact center and self-service resources while avoiding a “garbage-in / garbage-out” deployment
    * Deliver a customer-centric experience while keeping cost in line
    * Prove long-term value
  • NLP: The AI-Infused Resource That’s Revolutionizing Automated Care Recorded: Mar 13 2019 48 mins
    Dan Miller, Lead Analyst, Opus Research; Callan Schebella, CEO, Inference Solutions
    Natural Language Processing is the “secret sauce” that distinguishes run-of-the-mill bots and virtual agents from automated advisors that engage in meaningful conversations leading to substantive outcomes. Hear how Natural Language Processing is the key to:

    • Giving consumers the experience they expect
    • Lowering both operational costs and customer effort
    • Lengthening the list of tasks that can be automated
    • Supporting “omnichannel” and digital transformation strategies

    As businesses of all sizes investigate how and why to introduce “Conversational AI”, Dan Miller, lead analyst at Opus Research, joins Callan Schebella, chief executive officer of Inference Solutions, to explain why Natural Language will shape the future of Conversational Commerce.
  • From Speech Analytics to Conversational Service Automation: The Path Forward Recorded: Mar 5 2019 47 mins
    Dan Miller (Lead Analyst, Opus Research) and Samith Ramachandran (Vice President & Head of Products, Uniphore)
    A recent survey by Opus Research shows how speech analytics is seen as a powerful tool for quality management and agent training in contact centers. It also showed that forward-looking businesses and business process outsourcers expect to integrate analytics with elements of Artificial Intelligence to support an entirely new category of solutions for “Conversational Service Automation."

    Topics include:
    * Success of speech analytics outside the contact center drives investment
    * Adding machine learning and natural language generation to analytics supports a new category of service, features and functions
    * New use cases and case studies demonstrate dramatic efficiencies, accuracy, savings and ROI for speech analytics-driven Conversational Service Automation
  • Outsmarting Contact Centre Fraudsters with Supercharged Voice Biometrics Recorded: Feb 7 2019 49 mins
    Ravin Sanjith and Dan Miller, Opus Research; Efrat Kanner-Nissimov (Director, Product Marketing, NICE)
    By incorporating the latest advances in machine learning techniques combined with voice biometrics used for caller authentication, contact centers now have the ability to expose previously unsuspected fraudulent intent. In the ongoing response to sophisticated fraud attacks, the creation of high-quality fraudster watchlists from historical recordings not only provides a highly effective defence, but also an improved ability to prosecute fraudsters. Removing these ‘bad actors’ from the picture is a revolution in the fight against fraud.
  • How AI-Based, Zero-Effort Authentication is Changing the Customer Experience Recorded: Jan 17 2019 49 mins
    Ravin Sanjith, Intelligent Authentication, Opus Research; Alexey Khitrov, IDRnD
    With access to mountains of data — scoured, analyzed, and made actionable thanks to Artificial Intelligence, machine learning, and neural networking — enterprise organizations are staking their claim on seamless, context-aware customer interactions as a business differentiator. Altogether these technologies help deliver on the promise of secure, personalized digital self-service and can have a demonstrable impact on an enterprise’s bottom line.

    Indeed “zero-effort authentication” enables intelligent automation, reduced customer effort (no more PINs and passwords), reduced call handling time, and improved confidence in security. Enterprises are building zero-effort authentication strategies for maximum return on investment and increased customer loyalty.

    In an upcoming webinar, Ravin Sanjith (Intelligent Authentication, Opus Research) and Alexey Khritov (CEO, IDRnD) will discuss how voice biometrics, combined with AI techniques, sensors and increased processing power, can provide a virtuous cycle for greater convenience and less effort to validate a consumer’s identity in mobile apps, on messaging platforms, and beyond.
  • Multifactor Password-Free Security for Computer Access Recorded: Oct 11 2018 57 mins
    Ravin Sanjith, Program Director, Opus Research | John Spencer, Chief Product Officer, Veridium
    The ‘mobile first’ movement has resulted in most UX investments being focused on smartphones, tablets, smart home devices, etc. However, the faithful computer and laptop continues to be the workhorse of the masses and is where the most demanding and high-security tasks are performed. So why is it that there are no user-friendly and secure solutions for authenticating into computers and laptops?

    The insecurity of passwords is a UX problem, and shortcuts to make them easier lead to security risks, which lead to breaches. Most of the much-publicized mega-data breaches the past few years have been because of compromised or stolen passwords. According to the 2017 Verizon Data Breach Incident Report, faulty passwords were responsible for 63% of all confirmed data breaches between 2016 and 2017.

    Finally, the combination of sensor-rich smartphones and biometric authentication are making it possible to eliminate passwords entirely.

    Using Veridium’s solutions, the challenges of unlocking and logging into a workstation have been overcome. In this webinar, you will enter a world that has continuous seamless logins with little friction. That world is being made possible through Veridium’s disruptive approach to authentication.

    In this webinar you will learn how:
    - Enable secure passwordless logins online and offline
    - Advanced smartphone capabilities can be leveraged to improve access
    - To reduce the risk of large-scale data breaches by eliminating passwords
  • Global Survey: Drivers For Deploying Speech Analytics (Year 3) Recorded: Aug 23 2018 48 mins
    Derek Top, Research Director; Dan Miller, Lead Analyst & Founder; Samith Ramachandran (VP, Products)
    In its third year, Opus Research unveils key findings from a global survey 500 of contact center and customer experience decision-makers regarding their criteria for evaluating and deploying Speech Analytics platforms and services. This global tracking study documents changes in the perceived value of Speech Analytics on contact center operations, workforce optimization, customer experience and business insights.

    Join Derek Top (Director of Research) and Dan Miller (Lead Analyst & Founder) with Opus Research, along with Samith Ramachandran (VP, Products, Uniphore), as they discuss the findings from this global tracking story and its implications for enterprise customer care strategies.
Intelligent Assistants, Intelligent Authentication, Conversational AI
News, information, and research detailing Intelligent Assistants, Intelligent Authentication Conversational Commerce. Webcasts include in-depth analysis of market forecasts, real-world case studies, and proven business value.

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  • Title: Measuring the True Effectiveness of Virtual Assistants
  • Live at: Mar 19 2020 5:00 pm
  • Presented by: Dan Miller, Lead Analyst & Founder, Opus Research; Aakrit Vaish, Co-Founder & CEO, Haptik
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