2024/10/21
While it is typical to find incremental changes in Celent’s biannual examination of vendor solutions, for intelligent virtual assistant platform…
Research related to V-Person™
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2024/09/27Once the exclusive domain of large enterprises, intelligent virtual assistants (IVAs) based on conversational artificial intelligence (CAI) are…
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2024/08/08Generative AI (GenAI) will drive step change in small business customer service and engagement. While the vast majority of functionality that sm…
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2024/08/07Generative AI (GenAI) will transform how financial institutions (FIs) interact with their customers and how their front-office employees engage…
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2023/09/24The next evolution of retail delivery won’t be in new self-service features, but emerging highly personalized, valuable experiences for customer…
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2023/09/07We’ve just published the latest in a series of reports that help leaders understand and promote the value of digital customer engagement in reta…
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2023/04/19Celent has released a new report specifically for digital banking channel owners that covers specialized fintech, rising competition from non-ba…
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2023/03/23Celent is keeping an eye on the emerging consumer tech that might provide new ways for banks and service providers to engage with digital custom…
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2022/11/11Over three weeks in September 2022, Celent Banking team ran an online survey where we invited our contacts in the industry – clients and non-cli…
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2022/10/31Faced with historically high inflation and energy bills, increasing interest rates, and continued geopolitical and economic uncertainty, consume…
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2022/03/16Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program t…
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2022/03/14Tower is a specialised personal and commercial lines insurer in New Zealand with approximately 304,000 customers across New Zealand and the Paci…
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2022/03/09Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quic…
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2021/11/30
Interactive Voice Response (IVR) systems have greeted inbound callers for decades. Are we nearing the end of IVRs as we know them? Based on an O…
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2021/10/26The last 18 months have been like no other in recent memory. The COVID-19 pandemic forced everyone, not just those in financial services, to rea…