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Mixed Messages from Klarna About Plans for More AI, Fewer Humans
Terra Higginson, Principal Research Director, critiques Klarna's fluctuating approach to AI in customer service. She observes that while AI can enhance efficiency, over-reliance without human support can degrade customer experience. Higginson emphasizes that AI should augment, not replace, human ...
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Klarna Changes Its AI Tune and Again Recruits Humans for Customer Service
Julie Geller, Principal Research Director, discusses Klarna's strategic shift to reintegrate human agents into its customer service operations after initially replacing 700 employees with AI systems. She emphasizes that while AI can efficiently handle routine tasks, it lacks the emotional intelli...
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Surfshark Study Probes Data Hunger of Web Browsers
Safayat Moahamad, Research Director, comments on Surfshark's recent study highlighting the extensive data collection practices of popular web browsers. He emphasizes that browsers like Chrome, which gather up to 20 different data types, including financial and contact information, pose significan...
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OpenAI Hires Instacart CEO Fidji Simo to Oversee Customer-Facing Apps
Manish Jain, Principal Research Director, interprets OpenAI's appointment of Fidji Simo as CEO of Applications as a strategic shift toward prioritizing customer experience and usability in its generative AI offerings. He notes that Simo's background at Instacart and Facebook demonstrates a strong...
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Epicor Expands AI Offerings, Launches New Green Initiative
Yaz Palanichamy, Senior Advisory Analyst, evaluates Epicor's introduction of the Carbon Cost Rollup feature within its Kinetic ERP platform. He observes that this tool simplifies complex carbon accounting by treating emissions as a form of currency, aiding manufacturers in achieving their sustain...
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SAS Supercharges Viya Platform with AI Agents, Copilots, and Synthetic Data Tools
Abhishek Punjani, AI Research Analyst, commends SAS's latest enhancements to its Viya platform, highlighting the integration of AI agents, copilots, and synthetic data tools. He notes that these developments reflect a shift toward more grounded, enterprise-ready AI solutions, emphasizing the impo...
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6 Tips for Tackling Technical Debt
Andrew Sharp, Research Director, emphasizes the necessity of cataloging and measuring technical debt to effectively manage it. He advises IT leaders to identify critical areas of technical debt, understand their business impact, and establish processes for addressing them. Sharp points out that m...
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OpenAI Offers Help Promoting AI Outside the US, but Analysts Question Why Countries Would Accept
Brian Jackson, Principal Research Director, raises concerns about OpenAI's "OpenAI for Countries" initiative, which aims to assist nations in building AI infrastructure and deploying localized ChatGPT services. He questions the true sovereignty of data centers constructed with foreign partners an...
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Significance of Intel’s NPU Benchmark Claim Questioned
Thomas Randall, Director of AI Market Research, evaluates Intel's recent NPU benchmark claims, noting that while current NPUs efficiently handle lightweight tasks like live captioning and background blur, these benchmarks hold limited significance for most users at present. He emphasizes that as ...
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