CIO Business Intelligence
NOVEMBER 29, 2022
This could be through knowledge-based authentication (ex: “What’s the city you were born in?”) What if you used AI and automation to offer an even more effective form of customer authentication like a 3D photo scan? Your agents will be freed from time-consuming, queue-clogging tasks nearly overnight.
CIO Business Intelligence
MAY 23, 2023
Consider customer authentication where databases can be located virtually anywhere: it takes about 30 seconds for an agent to verify a customer’s identity using traditional methods like knowledge-based authentication (ex: “What’s your mother’s maiden name?”). For a mid-size contact center, this becomes hundreds of hours each week.
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CIO Business Intelligence
JULY 10, 2023
Traditional identity verification methods like knowledge-based authentication (e.g. The bot then provides a link to enter the university’s self-composed Metaverse (an immersive, virtual 3D space) to explore studying in London. what’s your mother’s maiden name?”)
Trends in the Living Networks
AUGUST 28, 2012
In the first edition of Developing Knowledge-Based Client Relationships , which came out in 2000, I wrote in the chapter on managing communication portfolios that the ever-improving quality of video-conferencing would be accompanied by increasing business travel.
Trends in the Living Networks
DECEMBER 20, 2010
Keynote at Cisco Insight 2010: Innovation beyond boundaries and the role of knowledge-based relationships. Today more than ever, those who are better at developing rich knowledge-based relationships have an enormous advantage over their competitors, not least in being able to innovate more effectively.".
Trends in the Living Networks
SEPTEMBER 8, 2007
3D TV without glasses is a reality and not far from commercialization. While 3D efforts using colored or polarizing glasses will continue for some time, the real future is in providing different images to each eye, as in Philips’ 3D TV initiatives. It will also be possible to generate realistic 3D images from 2D video.
Trends in the Living Networks
MARCH 2, 2007
Ross is author most recently of Implementing Enterprise 2.0 , the prescient Living Networks , which anticipated the social network revolution, and the Amazon.com bestseller Developing Knowledge-Based Client Relationships (click on the links for free chapter downloads). Have a look and play with the ideas.
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