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Is It Live or AI?: Customer Engagement Evolves with Technology

Chatbots are getting better at understanding customers, and they’re quickly becoming indistinguishable from live agents.

By Joe Starofsky
|
June 28, 2019
Software, Digital Workspace, Services

By next year, over half of midsized and large enterprises will be using chatbots, Gartner predicts. It’s easy to see why: Chatbots leverage advances in artificial intelligence (AI) and natural language processing (NLP), and benefit from the fact that roughly 40 percent of all customer questions are about the same things. Those are two reasons…

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AI and Automation Offer Both Promise and Peril to the Hiring Process

CDW’s Core to Cloud Summit highlights the pros and cons of these technologies.

By Alexander Slagg
|
June 25, 2019
Software

While CDW’s recent Core to Cloud Summit event in Las Vegas was ostensibly focused on cloud and data center technologies, there was a great deal of discussion among both presenters and participants about the people behind the machines. How are organizations tackling the difficulties of filling highly technical IT staff positions in a job market…

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AI and ML: What Are They, and Why Should You Know the Difference?

Understanding the fundamentals of artificial intelligence and machine learning is the first step to impressing your customers.

By Tom Leinberger
|
June 19, 2019
Software

Twenty years ago, investors and analysts asked businesses, “What’s your web strategy?” Fifteen years ago, it was, “What’s your mobile strategy?” Today, it’s, “What’s your AI strategy?” Artificial intelligence gives businesses powerful new ways to get deeper insights into customer experiences, needs, wants, habits, risks and more. Yet as with the web and mobile, recognizing…

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