Efficiency has been a big motivator for the use of RPA; in customer support applications, a goal has been to use bots to help agents reduce handle time for customer calls.
Judith Lamont, Ph.D. //
08 Sep 2021
The importance of AI is underscored by forecasts for revenue growth. Worldwide revenues for the AI market, including software, hardware, and services, are forecast to grow 16.4% year over year in 2021 to $327.5 billion, according to the latest release of the IDC Worldwide Semiannual Artificial Intelligence Tracker. To help spotlight innovation in knowledge management, KMWorld presents the annual KMWorld AI 50, a list of vendors that are helping their customers excel in an increasingly competitive marketplace by imbuing products and services with intelligence and automation.
Joyce Wells //
08 Jul 2021
The unalterable nature of blockchain data means the consistency and correctness createan unassailable trust for numerous enterprise use cases.
Jelani Harper //
08 Jul 2021
The global market for contact center software was $20.5 billion in 2020 and is predicted to grow 21% per year until 2028, according to Grand View Research. Within this market, interactive voice response (IVR) accounted for 23% of revenue and services for 42%. Despite a steady move to the cloud, on-premise solutions still accounted for 59% of the market. This proportion is likely to reverse within a few years, however, because of the agility, ease of maintenance, and ability to support remote workers that cloudbased contact centers provide.
Judith Lamont, Ph.D. //
01 Jul 2021