@derektop

Research Director and Principal Analyst - interested in conversational AI, LLMs, conversational intelligence, chatbots, automation & authentication

 San Francisco
opusresearch.net
Joined March 2009
  • Tweets2.1K
  • Following619
  • Followers797
Each generation of natural-language, #ConversationalAI technologies improve on the last, but expose new gaps. When it comes to #AgenticAI, will things be different this time? @dnm54 @opusresearch opusresearch.net/2024/12/03/…

Charlie Brown, Lucy, a Football, and Agentic AI |

It's time to include “agent-to-agent” communications while defining the personnel, policy, and procedures in customer care infrastructure.

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The New #CX is a new paradigm for how brands interact with customers, leveraging #AI agents to gather the right contextual data at the right time to deliver hyper-personalized #CX @Five9 #Five9CXSummit
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Hear how companies like DIRECTV and MoneySolver are enabling smarter call routing and increasing close rates by leveraging customer intelligence (webinar today!) @Invoca @derektop @Talks2Bots brighttalk.com/webcast/635/6…
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AI Companion 2.0 represents an interesting leap forward in integrating #AI across Zoom's ecosystem and the potential of predictive, autonomous assistance @Zoom @derektop #zoomtopia wp.me/pfSYvh-4bf
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CEO Eric Yuan shares vision of AI Companion as a full digital assistant, determining priorities, acting on your behalf, a digital twin ... Agentic #AI #Zoomtopia @Zoom
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Impressive debuts for #AI-powered bots for knowledge automation, #GenAI, and analytics (Genie Bot) that drive real business outcomes. #Engage24 @Talks2Bots @derektop @Verint opusresearch.net/2024/09/26/…

Verint's Engage 2024 Reveals the Practical Power of GenAI |

At their customer event in Orlando, Verint introduces AI-powered bots for knowledge automation and analytics to drive real business outcomes.

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Starting off Verint's #Engage24 Day 2 in Orlando, Jaime Merritt encourages organizations to accelerate initiatives with data and #AI; start small and grow at your own pace, be the first to show business outcomes #CX #Automation @Verint
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Competitive landscape for #CX automation is changing dramatically - Successful #AI business outcomes can be delivered without traditional communication infrastructures; Verint customers seeing real results in their own #ContactCenters @Verint #Engage24
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Copilots have been hit-and-miss, not performing as expected. Real vision of #AI delivers augmentation, productivity, business results #Agentforce - Marc Benioff, #DF24
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Contextual conversation enabled with #AI is changing what’s next for unified #CX management... There isn't alternative in the market to @Sprinklr @ragythomas #Source24
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Sprinklr CEO Founder Ragy Thomas kicks off #Source24 aligning the four critical front-office functions (marketing, social engagement, insights, and support) in a unified, end-to-end digital platform @ragythomas @Sprinklr #Source24
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Derek Top retweeted
Zoho
@Zoho24 Jul 2024
Our secure, contextual AI simplifies tackling complex business challenges with user-friendly solutions. Curious about what the experts think? See what Amy Stapleton, a senior analyst at @opusresearch, has to say about our AI assistant, Zia. Read more 👉 zurl.co/aP0h
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#EnterpriseConnectAI Session Highlight: Explore the transition from #conversationalAI to #generativeAI and its impact on customer experience with Derek Top and Amy Stapleton from at @opusresearch. Learn more about their session here: informatech.co/3L2iE7z #EnterpriseConnect
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Replying to @Zoom
@Zoom differentiators for #AI - Never use customer data to train models, included at no extra cost to make AI equitable to all - Mahesh Ram, head of AI #ZoomPerspectives24
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Chief Product Officer Smita Hashim talking up how AI Companion, launched in Sept 2023, now embedded in Zoom Contact Center with advanced capabilities via #AI Expert Assist #ZoomPerspectives24
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Derek Top retweeted
Dan Miller@dnm542 May 2024
Download this free White Paper from @opusresearch: "Shaping the Future of Customer Care: Innovative Self-Service" (Courtesy of @interactionsco) #IntelligentAssistance #CX #GenAI opusresearch.net/wordpress/2…
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Derek Top retweeted
NiCE
@NICELtd1 May 2024
TOMORROW! Join @dnm54 & @derektop of @OpusResearch alongside Elizabeth Tobey & @mishcarlson of NICE as they explore conversational AI. Learn how to transform past shortcomings into future successes with digital transformation. Register ✅ okt.to/5MsJiW
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The rush towards #AI sophistication exposes a discernible gap between the promises of new #GenAI technologies and the practical realities businesses face when deploying them #ConversationalAI #EnterpriseConnect @Talks2Bots @dnm54 @opusresearch wp.me/p4Y4jD-43T
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I love seeing Team Opus! #entepriseconnect #ec24 #cxnation @opusresearch @dnm54 @derektop
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Great insights from Wyndham Hotels and DHL on the importance of data management and finding the right use case to “not fall behind in #AI” @dnm54 @Talks2bots @opusresearch #EnterpriseConnect
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