Smarter Business Review stories about AI

The power of reinventing your workflows

Written by Karam Sethi | February 27, 2020 | Business transformation, Cognitive enterprise, Process optimization

In November 2019, IBM commissioned Forrester Consulting to investigate the modernization of business processes and workflows by conducting an online survey of 450 global decision makers. Forrester found that firms understand the need to modernize their processes, but they struggle to overcome legacy tools and legacy mindsets. The study yielded the following key findings: Flexibility, more

How to build your IT infrastructure for 5G-enabled edge computing

Written by Shobit Joshi | February 25, 2020 | Automation, Journey to cloud, Software-defined

The global 5G-enabled edge computing market is growing rapidly, fueled by major technology changes that are disrupting the traditional networking industry. By 2025, this market is expected to exceed $50 billion. 5G has the potential to deliver a new generation of services, thanks to higher data rates and ultra-low latency. To take advantage of this potential, more

To improve customer experience, agents need a new best friend: AI

Written by Shobhit Varshney | February 24, 2020 | AI, Business transformation, Digital reinvention

Customer service representatives (CSRs) are the face of your brand; skilled and empowered reps are essential to improve customer experience and enhance consumer loyalty. Whether customers walk into a retail store where brand reps help them compare products, make recommendations and deliver a personalized sales experience — or speak to a call center agent to more

AI turns untapped data into tech support insights

Written by Militza Bishop | February 20, 2020 | AI, Analytics, Automation

As data continues to grow at staggering rates, enterprises are grappling with how to manage it. They’re sitting on virtual goldmines of tech support insights, yet how to deploy artificial intelligence and analytics effectively can be a struggle. In fact, over 70% of leaders surveyed in a NewVantage Partners study say adoption of AI is more

Innovative retailers balance the best of digital and physical worlds

Written by Rebecca Hardy | February 3, 2020 | AI, Business transformation, Cloud...

In-person shopping in physical retail locations has dwindled in recent years, largely due to the convenient experience available through online shopping options. While many retailers have already incorporated online shopping into their strategies, there’s still the question of what to do with existing brick-and-mortar stores. Rather than replace physical shops altogether, innovative retailers are embracing more

3 technology support trends to watch in 2020

Written by Kevin Wahlmeier | January 22, 2020 | AI, Business transformation, Multivendor management

Technology support is a fast-moving industry, one that must both respond to disruptive change and constantly reinvent itself to improve user experience. From chatbots that learn from interactions to improve their functionality over time to augmented reality support that boosts field technicians into instant experts, the business of technology support continues to break new ground. more

AI meets technical support: 3 methods to know

Written by Militza Bishop | January 17, 2020 | AI, Business transformation, Multivendor management

If you’re considering integrating artificial intelligence into your IT support infrastructure, you’re not alone. Perhaps your Net Promoter Score (NPS) for technical support delivery is low. Or your support agents are using a myriad of old tools, which doesn’t translate to a fast, digital support experience. New research by Morning Consult for IBM says three more

The Smart List: Ricoh Latin America transforms customer experience with AI

Written by Erin Poole | December 19, 2019 | AI, Electronics, Multivendor management

The Smart List features innovative stories of leading IBM Services clients and partners. View more client stories here. Ricoh operates in approximately 200 countries and regions and is known for its high-quality copiers, printers and office equipment. The company prides itself on doing what’s best for its customers, and engaged IBM multi-vendor IT support services more

2020: The year of the intelligent, AI-driven technology support model

Written by Carol Zichi | December 13, 2019 | AI, Digital reinvention, Journey to cloud

2019 provided a steady stream of information and discussions about the rise of the digital workplace and the potential of cognitive and AI to optimize the worker experience. Forces of change in the workplace are undeniable, with every aspect of our work lives becoming digitized: By 2021, 68 percent of large enterprises believe that a more