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Category: AI and Data Analytics

New CX Research from Airship, CCW Digital, and Qualtrics
Alex Gaw

New CX Research from Airship, CCW Digital, and Qualtrics

Topics Include Personal Info Sharing, Critical Gaps in CX, and Consumer Sentiment on AI
Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX research reports and survey findings from Airship, CCW Digital, and Qualtrics. In this edition, he writes about how consumers are more willing this year to share their personal information with brands; how consumers feel that CX has worsened; and how consumers are still apprehensive of AI involvement in the financial, legal, and medical aspects of their lives.
GitHub CoPilot Research- Is Automated Code Development the Killer GenAI App?
Mark Beccue

GitHub CoPilot Research: Is Automated Code Development the Killer GenAI App?

Mark Beccue, Research Director at The Futurum Group examines GitHub’s recent research findings related to usage patterns for GitHub CoPilot, its automated code development tool. The piece explores why GitHub’s research, which confirms other anecdotal evidence, is a remarkable signpost to the impact generative AI-powered automated code development is having. While copyright issues could be an impediment, right now, automated code development looks like the killer GenAI app.
The Six Five Connected with Diana Blass: Regulating AI — Fight to Balance Innovation with Risk
Diana Blass

The Six Five Connected with Diana Blass: Regulating AI — Fight to Balance Innovation with Risk

On this episode of The Six Five Connected, host Diana Blass dives into the regulatory environment that surrounds AI following the quick rise of ChatGPT and other forms of Generative AI.
New Generative AI-Powered Capabilities in Oracle Fusion Cloud HCM Announced
Keith Kirkpatrick

New Generative AI-Powered Capabilities in Oracle Fusion Cloud HCM Announced

Assisted Authoring, Suggestions, and Summarization Features Help Drive HR Efficiency
Keith Kirkpatrick, Research Director at The Futurum Group covers Oracle’s introduction of generative AI technology within its Oracle Cloud HCM solution, and discusses why Oracle’s customers may be in a better position to deploy generative AI, compared with organizations that do not have a unified data strategy.
isolved’s Extended AI Capabilities Focus on Supporting EX With Productivity, Performance, and Predictability
Sherril Hanson

isolved’s Extended AI Capabilities Focus on Supporting EX With Productivity, Performance, and Predictability

New Enhancements with Virtual Assistants, Self-Service, Learning Personalization, and Analytics
Sherril Hanson, Senior Analyst at The Futurum Group discusses isolved’s extended AI capabilities designed to support productivity, performance, and predictability with Geoff Webb VP of Solution Strategy.
Improving Contact Center Experiences via NLP, NLU, and Analytics-Focused AI
Keith Kirkpatrick

Improving Contact Center Experiences via NLP, NLU, and Analytics-Focused AI

Partnership Between Twilio and Frame AI Helps Deliver Insights and Recommendations to Inform Critical Decisions
Keith Kirkpatrick, Research Director at The Futurum Group covers Twilio’s partnership with Frame AI, and discusses the continuing value being derived from non-generative AI technology, including NLP, NLG, and analytics-based AI.
Using-Retrieval-Augmented-Generation-With-Access-Control-Technique-for-Managing-LLMs-Can-Be-Applied-Enterprise-Wide
Keith Kirkpatrick

Using Retrieval-Augmented Generation With Access Control Technique for Managing LLMs Can Be Applied Enterprise-Wide

Keith Kirkpatrick, Research Director at The Futurum Group, covers Coveo’s use of retrieval-augmented generation, and discusses how the company’s inclusion of access-level control can help organizations safely deploy generative AI on an enterprise-wide basis.
Generative AI Capabilities Coming to Pega Infinity in Q3
tweiss@futurumresearch.com

Generative AI Capabilities Coming to Pega Infinity in Q3

The Futurum Group analyst Todd R. Weiss shares his insights about the generative AI capabilities coming to Pega Infinity in Q3 as the low-code, AI-powered decisioning and workflow automation platform gains expanded features to help customers take advantage of the power of generative AI.
IBM watsonx.data is Now Generally Available as Part of Major watsonx Announcement
Randy Kerns

IBM watsonx.data is Now Generally Available as Part of Major watsonx Announcement

Randy Kerns, Senior Strategist at The Futurum Group covers covers the release of IBM's new AI-focused solutions as it announces general availability of watsonx.data.
IBM's Opportunity for Generative AI in the Enterprise
tweiss@futurumresearch.com

IBM’s Opportunity for Generative AI in the Enterprise

In our latest research brief, IBM’s Opportunity for Generative AI in the Enterprise, done in partnership with IBM, we analyze IBM’s approach to generative AI and foundation models, including key IBM differentiators, such as its full technology stack – inclusive of models and model management, data store and governance tools – that enables businesses to seamlessly implement and scale generative AI throughout their organizations’ workflows, regardless of cloud environment.
Balancing Average Resolution Time With CSAT in the Generative AI Era
Keith Kirkpatrick

Balancing Average Resolution Time With CSAT in the Generative AI Era

Generative AI Tools Can Deliver Significant Benefits to Contact Centers, But Agent Training Is a Must
Keith Kirkpatrick, Research Director at The Futurum Group discusses the impact of generative AI on the average resolution time (ART) metric, and the steps that organizations must take with agent training to get the most out of generative AI tools aimed at contact center workers.
AI Contact Center Training Tools Provide Efficiency, But Need Guardrails
Keith Kirkpatrick

AI Contact Center Training Tools Provide Efficiency, But Need Guardrails

A Lack of Transparency Around How the Company’s AI Models Mitigate Potential Biases Should Be Concerning to Customers
Keith Kirkpatrick, Research Director at The Futurum Group covers Zenarate’s AI Coach and its most recent funding round, and discusses the lack of information provided around bias mitigation in the company’s AI training models.
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