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Sprint Working On AI Software to Assist Its Call Center Reps

Sprint is currently developing AI-powered software to help call center representatives better handle customer service. Sprint plans to use data related to customer calls to create “interaction assistants” that provide employees with best next steps. This effort is part of the company’s digital transformation project, which involves a partnership with Adobe Systems Inc. “Our focus has been about evolving and really becoming a digital company across all facets,” said Sprint CIO Scott Rice. Data has “become core across all our infrastructure and we really are changing our mindset.”

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Report: Worldwide Piracy for TV and Music Increases in 2017

According to the latest figures from London-based piracy tracking firm MUSO, entertainment media piracy continues its ascent. Globally, consumers made more than 300 billion visits to piracy websites in 2017, up 1.6 percent from the previous year. Despite the popularity of legal streaming options such as Netflix and Spotify, MUSO found that the illegal streaming and downloading of television content and music increased last year, up 3.4 percent and 14.7 percent, respectively. However, movie piracy decreased by 2.3 percent. Read more

Americans Now Spend $2 Billion Monthly on Streaming Video

According to Deloitte’s 2018 Digital Media Trends Survey, U.S. consumers are now spending about $2 billion per month to watch their favorite TV shows and movies via streaming video services such as Netflix, Amazon and Hulu. The survey notes that 55 percent of U.S. households subscribe to at least one such service — a significant increase from 2009, when it was just 10 percent — and the average customer pays for three. Conversely, the survey found that pay-TV subscriptions like cable and satellite are down to 63 percent from 74 percent in 2016.

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Google Pledges $300 Million in Effort to Clean Up Fake News

Google has set its sights on combating fake news on the Internet, pledging to spend $300 million over the next three years in support of what The New York Times calls “authoritative journalism.” The Google News Initiative’s goals include making it easier for Googlers to subscribe to news and providing publishers with tools for fast-loading mobile pages. In partnership with Harvard Kennedy School’s First Draft initiative, Google will also create a “Disinfo Lab” to identify fake news, particularly during moments when it’s breaking.

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IBM’s New Watson Assistant Helps Develop Virtual Assistants

With the launch of Watson Assistant, IBM is offering a new service that helps companies build their own voice-activated virtual assistants (like Amazon’s Alexa and Apple’s Siri). The new service aims to help companies that want to build these for their own products, using their own datasets. IBM’s pitch includes a belief that companies should want Watson Assistant rather than a competitor because it allows for heightened personalization and privacy. According to IBM, Watson Assistant keeps the data to itself, differentiating it from other virtual assistants.

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