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Klarna Changes Its AI Tune and Again Recruits Humans for Customer Service
Julie Geller, Principal Research Director, discusses Klarna's strategic shift to reintegrate human agents into its customer service operations after initially replacing 700 employees with AI systems. She emphasizes that while AI can efficiently handle routine tasks, it lacks the emotional intelli...
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6 Tips for Tackling Technical Debt
Andrew Sharp, Research Director, emphasizes the necessity of cataloging and measuring technical debt to effectively manage it. He advises IT leaders to identify critical areas of technical debt, understand their business impact, and establish processes for addressing them. Sharp points out that m...
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OpenAI Hires Instacart CEO Fidji Simo to Oversee Customer-Facing Apps
Manish Jain, Principal Research Director, interprets OpenAI's appointment of Fidji Simo as CEO of Applications as a strategic shift toward prioritizing customer experience and usability in its generative AI offerings. He notes that Simo's background at Instacart and Facebook demonstrates a strong...
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Epicor Expands AI Offerings, Launches New Green Initiative
Yaz Palanichamy, Senior Advisory Analyst, evaluates Epicor's introduction of the Carbon Cost Rollup feature within its Kinetic ERP platform. He observes that this tool simplifies complex carbon accounting by treating emissions as a form of currency, aiding manufacturers in achieving their sustain...
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SAS Supercharges Viya Platform with AI Agents, Copilots, and Synthetic Data Tools
Abhishek Punjani, AI Research Analyst, commends SAS's latest enhancements to its Viya platform, highlighting the integration of AI agents, copilots, and synthetic data tools. He notes that these developments reflect a shift toward more grounded, enterprise-ready AI solutions, emphasizing the impo...
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OpenAI Offers Help Promoting AI Outside the US, but Analysts Question Why Countries Would Accept
Brian Jackson, Principal Research Director, raises concerns about OpenAI's "OpenAI for Countries" initiative, which aims to assist nations in building AI infrastructure and deploying localized ChatGPT services. He questions the true sovereignty of data centers constructed with foreign partners an...
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Significance of Intel’s NPU Benchmark Claim Questioned
Thomas Randall, Director of AI Market Research, evaluates Intel's recent NPU benchmark claims, noting that while current NPUs efficiently handle lightweight tasks like live captioning and background blur, these benchmarks hold limited significance for most users at present. He emphasizes that as ...
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RIP Skype. Born: 2003. Died: today.
Thomas Randall, Director of AI Market Research, reflects on Skype's legacy following its official shutdown on May 5, 2025. Randall notes that Skype's early innovations in peer-to-peer voice and video communication laid the groundwork for today's ubiquitous video conferencing tools. He emphasizes ...
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How Should Startups Protect Their Data In 2025?
Security Counselor Erik Avakian emphasizes that while strong, unique passwords are essential, they are no longer sufficient on their own. He advises startups to implement multi-factor authentication (MFA) across all accounts to add an extra layer of security. Avakian also recommends regular revie...
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