Info-Tech in the News

thumbnail for How AI Changes The Gaming Industry
Apr 09, 2024

How AI Changes The Gaming Industry

Larry Fretz, Vice President of Industry Research, discusses the transformative impact of artificial intelligence on the gaming industry. Fretz explains how AI technologies are revolutionizing game development and gameplay experiences, enhancing everything from visual graphics to player interactio...

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thumbnail for Only 1 in 5 Consumers Trust Self-Service for Support, Report Finds
Apr 08, 2024

Only 1 in 5 Consumers Trust Self-Service for Support, Report Finds

Julie Geller, Principal Research Director, discusses the evolving dynamics of consumer trust in self-service platforms enhanced by generative AI in customer support systems. She emphasizes the importance of personalized customer experiences to foster trust and satisfaction. The integration of gen...

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thumbnail for Call Centers Must Maintain Security, Trust as They Implement AI, Experts Say
Apr 04, 2024

Call Centers Must Maintain Security, Trust as They Implement AI, Experts Say

Julie Geller, Principal Research Director discusses the importance of maintaining customer trust in call centers, especially with the integration of generative AI. As call centers adopt advanced AI technologies, ensuring the security of customer interactions becomes paramount. Geller emphasizes t...

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thumbnail for Is Prompt Engineering’s Party Over?
Apr 04, 2024

Is Prompt Engineering’s Party Over?

Jeremy Roberts, Senior Workshop Director, highlights the emerging field of prompt engineering within AI development, emphasizing its critical role in enhancing Large Language Models (LLMs) like VMware's research initiatives. This advancement underscores the evolving landscape of AI, where craftin...

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thumbnail for Agent Roles Are Evolving as Call Centers Enter the AI-Powered Era
Apr 02, 2024

Agent Roles Are Evolving as Call Centers Enter the AI-Powered Era

Julie Geller, Principal Research Director, discusses the rise in investment toward self-service options and generative AI in call centers, aiming to enhance customer experience while managing costs effectively. This shift reflects a strategic move to balance the human touch with efficient, AI-dri...

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thumbnail for Research Highlights the Challenges of Data Privacy in AI Technology Pursuits
Mar 27, 2024

Research Highlights the Challenges of Data Privacy in AI Technology Pursuits

Safayat Mohammad, Research Director, highlights the intricacies of balancing data privacy with the pursuit of AI technology advancements. A recently published research blueprint by the firm indicates a growing concern among organizations about maintaining data privacy while harnessing AI's potent...

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thumbnail for Tech Sector Opens the Door on the Post-Quantum Cryptography Era
Mar 26, 2024

Tech Sector Opens the Door on the Post-Quantum Cryptography Era

Brian Jackson, Principal Research Director, discusses the tech sector's transition into the post-quantum cryptography era, emphasizing the importance of developing encryption methods resilient against quantum computer attacks. According to Jackson, this shift is crucial for protecting sensitive d...

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thumbnail for AWS, Salesforce Upgrade Contact Center Tech as Generative AI Creeps In
Mar 25, 2024

AWS, Salesforce Upgrade Contact Center Tech as Generative AI Creeps In

Julie Geller, Principal Research Director, discusses AWS and Salesforce's new call center solutions aimed at enhancing customer service. These technologies aim to streamline operations and improve the customer experience by leveraging advanced AI and data analysis tools. This development reflects...

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thumbnail for Hijacking a Phone Call with AI is ‘Fairly Easy’, says IBM Researcher
Mar 21, 2024

Hijacking a Phone Call with AI is ‘Fairly Easy’, says IBM Researcher

Erik Avakian, Technical Counselor, discusses the relative ease with which AI technology can now hijack phone calls, highlighting a growing concern in digital security as reported by an IBM researcher. This development underscores the urgent need for robust security measures to combat the increasi...

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