Levi’s virtual agent finds success by integrating with ServiceNow and Microsoft Teams
When COVID-19 hit and Levi shifted to remote work, the IT service desk looked to virtual agents as a way to support employees during the pandemic.
How AI is used in the music distribution process.
Each quarter the Oracle CX team brings out new CX functionality - and I come up with something new to argue with them about. This time, we delve into AI advancements in churn risk and subscription management. But is this just an efficiency play? Let's debate.
Shell replaces ServiceNow with...ServiceNow, but there's strictly no customization allowed!
Shell undertook its own equivalent of a mid-air re-fuelling as it moved from a highly-customized ServiceNow implementation to a pure out-of-the-box replacement.
“You can't digitalise a chemical product—but you can provide services around the production of that product that makes you more sustainable, efficient and more intelligent,” says the Wacker Chemie’s CIO
We all want "trustworthy AI" - or do we? A closer look at the semantics of trust indicate the dangers of assuming trust is ethical. Fuzzy terminology will not help our pursuit of ethical AI.
Telco giant Vodafone has embarked on a multi-year project that will also see it migrate its SAP systems to Google Cloud, so that it has a single view of company data.
The consumer has changed. Retailers have responded by upping their omni-channel game. But to succeed in the next retail economy, that's not enough. Here's six retail lessons from Wipro's Srini Rajamani, distilled from project engagements.
The new Roaring Twenties of the Vaccine Economy won't just see everything fall back into pre-COVID place, but nor will everything change. Managing shifting experiences will become a Holy Grail across industries if new research from the Qualtrics XM Institute is to be believed.
The US National Security Commission has issued a massive, 700 page "final report" on the impact of AI on defense and intelligence. The report's conclusions are concerning, and not without controversy. US tech leaders were directly involved in this report - the proposed plan of action is worth a close look.
We've been locked up at home for so long that the urge for reconnecting with other human beings has never been stronger. What better than a lazy afternoon in a coffee shop to celebrate the Vaccine Economy? Starbucks CEO Kevin Johnson has been keeping an eye on progress.
US grocery giant Albertsons has seen its investment in digital transformation pay off during the COVID crisis; now it needs to extend that into the Vaccine Economy and beyond.
A new FTC mandate is intended to crack down on AI abuses. How will it work? Are crucial areas of AI abuse overlooked? Here's my first cut analysis.
