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Call Centers Must Maintain Security, Trust as They Implement AI, Experts Say
Julie Geller, Principal Research Director discusses the importance of maintaining customer trust in call centers, especially with the integration of generative AI. As call centers adopt advanced AI technologies, ensuring the security of customer interactions becomes paramount. Geller emphasizes t...
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Is Prompt Engineering’s Party Over?
Jeremy Roberts, Senior Workshop Director, highlights the emerging field of prompt engineering within AI development, emphasizing its critical role in enhancing Large Language Models (LLMs) like VMware's research initiatives. This advancement underscores the evolving landscape of AI, where craftin...
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Agent Roles Are Evolving as Call Centers Enter the AI-Powered Era
Julie Geller, Principal Research Director, discusses the rise in investment toward self-service options and generative AI in call centers, aiming to enhance customer experience while managing costs effectively. This shift reflects a strategic move to balance the human touch with efficient, AI-dri...
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Research Highlights the Challenges of Data Privacy in AI Technology Pursuits
Safayat Mohammad, Research Director, highlights the intricacies of balancing data privacy with the pursuit of AI technology advancements. A recently published research blueprint by the firm indicates a growing concern among organizations about maintaining data privacy while harnessing AI's potent...
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Tech Sector Opens the Door on the Post-Quantum Cryptography Era
Brian Jackson, Principal Research Director, discusses the tech sector's transition into the post-quantum cryptography era, emphasizing the importance of developing encryption methods resilient against quantum computer attacks. According to Jackson, this shift is crucial for protecting sensitive d...
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AWS, Salesforce Upgrade Contact Center Tech as Generative AI Creeps In
Julie Geller, Principal Research Director, discusses AWS and Salesforce's new call center solutions aimed at enhancing customer service. These technologies aim to streamline operations and improve the customer experience by leveraging advanced AI and data analysis tools. This development reflects...
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Hijacking a Phone Call with AI is ‘Fairly Easy’, says IBM Researcher
Erik Avakian, Technical Counselor, discusses the relative ease with which AI technology can now hijack phone calls, highlighting a growing concern in digital security as reported by an IBM researcher. This development underscores the urgent need for robust security measures to combat the increasi...
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Why Open Source Models Could Be the Future of AI
Shashi Bellamkonda, Principal Research Director, discusses the future dominance of open-source AI models over proprietary ones. Bellamkonda highlights the increasing interest in open-source models due to their accessibility, which could drive innovation and democratize AI development.
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Can Anyone Be a Realistic Competitor for OpenAI?
Bill Wong, research fellow, discusses the challenge of competing with OpenAI, highlighting the company's advancements and dominance in generative AI technology. Despite OpenAI's lead with innovations like ChatGPT, Wong suggests the AI field remains dynamic, offering possibilities for new and exis...
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