AI And ML Revolutionizes Customer Experience

| January 2, 2020

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These days, it’s almost a truism that the CIO role has transformed from the sometimes pedestrian task of “running IT systems” to guiding the organization’s growth and success amid a burgeoning technology landscape. And increasingly, that success path leads through the customer experience. A CIO must now aggregate people, processes and technology to serve up that defining, five-star customer experience. Highly visible, and under steady pressure to get it right, CIOs are increasingly turning to artificial intelligence (AI) and Machine Learning (ML). Deloitte further validates this in its 2018 Global CIO Survey. Tellingly, Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. There’s little question that AI and ML will play a pivotal role in improving customer experience and how businesses are digitally transforming. I’ve personally witnessed these trends gaining momentum in customer service and the help desk, from 2011, when I worked in the AI/ML wave taking form at VMware.

Spotlight

F5 Networks

F5, the global leader in Application Delivery Networking (ADN), develops products that strengthen the security, performance, and availability of applications, servers, and datacenters. All of F5 products are highly programmable and integrate into any data environment—cloud, on premise, or hybrid-cloud. With F5, organizations unify disparate technologies and align IT departments to changing business conditions, including those that call for on-demand services. To date, 48 of the Fortune 50 companies rely on F5 to deliver applications that customers and employees can securely access at any time, on any device, from any location. Learn more about what F5 does to make our application world run better at f5.com.

OTHER ARTICLES

Introducing vSphere 7: Modern Applications & Kubernetes

Article | March 13, 2020

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vSphere 7 – Announcing General Availability of the New Generation of vSphere

Article | April 3, 2020

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Why America Must win the Race to 5G

Article | March 15, 2020

The United States has entered another technology duel on par with the space race—the race for the 5G network. It will revolutionize digital interconnectivity through enhanced data processing and storage capacity. The Chinese technology giant Huawei is capturing the 5G telecommunications equipment industry worldwide. Huawei promotes contracts covering every aspect of the 5G network from financing to installation. The United States is concerned that the company’s growth amplifies China’s political sway and brings security vulnerabilities. Huawei is subservient to the communist government under Chinese law. Multiple governments have indicted Huawei for espionage, theft, bribery, and corruption. The United States has added to these charges obstruction of justice, fraud, and illicit sales to the rogue regimes of Iran and North Korea. As the West and China haggle over the 5G market, several nations face a telling choice. To meet the 5G challenge, the United States should negotiate trade agreements on end-to-end 5G services, create supply chains for upcoming virtualized 5G networks, support alternate suppliers, and invest in domestic research to dampen Huawei’s expansion.

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How to automate the creation multiple routable VLANs on single L2 network using VyOS

Article | February 12, 2020

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Spotlight

F5 Networks

F5, the global leader in Application Delivery Networking (ADN), develops products that strengthen the security, performance, and availability of applications, servers, and datacenters. All of F5 products are highly programmable and integrate into any data environment—cloud, on premise, or hybrid-cloud. With F5, organizations unify disparate technologies and align IT departments to changing business conditions, including those that call for on-demand services. To date, 48 of the Fortune 50 companies rely on F5 to deliver applications that customers and employees can securely access at any time, on any device, from any location. Learn more about what F5 does to make our application world run better at f5.com.

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