1. Articles from ITWeb

    itweb.co.za

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    1. Viewpoint: Cognitive technologies take centre stage

      Viewpoint: Cognitive technologies take centre stage

      Customer preferences continue to shift toward the desire to resolve issues via self-service. Two truths abound in today's contact centres: Customer expectations continue to grow. Businesses that meet these expectations hold the competitive-edge. A question that many businesses still churn over, however, is whether it is necessary for customers to have human interaction to raise the customer expectation. In her blog , "Automatic for the people!

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      Mentions: Deloitte
    2. The multilingual chatbot: Sawubona, molweni, goeie môre, good morning, thobela, dumela, ...

      The multilingual chatbot: Sawubona, molweni, goeie môre, good morning, thobela, dumela, ...

      Multilingual chatbot "This opens up communication channels for South Africa's diverse population and also establishes a firmer loyal customer base for businesses operating in the region," he says. Dinat is of the opinion that education is the first step to ensuring artificial technology and robotics become a sophisticated technology and communication channel for all users in the country.

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      Mentions: South Africa NLU
    3. The benefits of sentiment data analysis

      The benefits of sentiment data analysis

      By Kgaogelo Letsebe , Portals journalist Johannesburg, 16 Mar 2017 BrandsEye CEO JP Kloppers says there are numerous benefits to the commercial applications of accurate sentiment-driven data. By definition sentiment analysis, sometimes known as opinion mining or emotion AI, refers to the use of natural language processing, text analysis and computational linguistics to identify and extract subjective information.

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      Mentions: Johannesburg
    4. Messaging for the masses

      Messaging for the masses

      Naspers expects mixed interim results Call centres have becomes sinkholes of cost, and are generally reviled as obstacle courses by customers. The vast majority of millennials do not want to talk to companies on the phone, while research from Mattersight shows only 28% of customers call customer service as their first attempt to solve a problem. They prefer to first try e-mail or social media, and will only call when forced to.

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      Mentions: IVR
    5. IBM invades chatbot space

      IBM invades chatbot space

      Watson is an artificially intelligent computer system capable of answering questions posed in natural language. The supercomputer shot to fame after it beat expert "Jeopardy" quiz show contestants in 2011, and is named after legendary IBM president Thomas Watson. The supercomputer has traditionally been used in different industries, including healthcare , banking, contact centres and education.

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    6. Talk is cheap

      Talk is cheap

      This is part of a drive from companies such as Microsoft, Google, Facebook and Apple to provide businesses with new ways to engage with their customers, using the basics of chat interfaces like Skype, Allo, Facebook Messenger and iMessage. The time of apps as the customer engagement platform of choice might already be entering twilight.

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    7. In a country with 11 official languages, multilingual technology is king

      In a country with 11 official languages, multilingual technology is kingITWeb (blog)To build interoperable solutions applicable to real-world problems, Microsoft has also worked with local open source software evangelist, Dwayne Bailey, of Translate.org.za, to incorporate the Creole machine translation support from Bing into ...
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    1-24 of 24
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