• Analyst

Sarah Burnett

Sarah Burnett

Executive VP and Distinguished Analyst - Everest Group

“HCL’s approach to AI is to provide flexibility by using a combination of technologies in its DRYiCE offering. Its Intelligent Virtual Assistant, Lucy, offers flexibility in interaction channels through a combination of in-house (for example, image processing) and third-party technologies (such as, NLP and voice). Beside flexibility, HCL aims to speed up AI learning through both supervised and unsupervised learning,” said Sarah Burnett, Executive Vice President and Distinguished Analyst at Everest Group. “This strategy seems to be on track with reference clients rating Lucy highly in multiple areas, such as helping improve customer experience and operations and maintenance. Lucy is part of -- and works with HCL’s DRYiCE portfolio of AI offerings -- and benefits from the supplier’s technology skills and services.”

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