Author Profile

Bern Elliot
Distinguished VP Analyst
23 years at Gartner, 47 years' experience
Location: PA USA | Language(s): English, French
Roles and Responsibilities
Bern Elliot is a Vice President and Distinguished Analyst with Gartner Research. Mr. Elliot has been with Gartner for more than 20 years. His current research focus is artificial intelligence (AI) generally, with an added focus on natural language processing (NLP), machine translation, and customer engagement and service.
Background
Previous Experience
In Mr. Elliot's previous coverage within Gartner he was a Lead Analyst in the areas of contact center infrastructure and Unified Communications. In his more than 20 years of IT experience prior to Gartner, Mr. Elliot has served in a variety of technical and managerial roles, such as a CTI Architect for three Fortune 100 financial services firms, a contact center strategic assessments specialist for North American and European communications vendors, and a communications systems designer for major computing firms. He has also been Co-Founder and Product Manager with several internet startups. Mr. Elliot was the Founding Chair and Coordinator for several internet messaging and directory standards initiatives, including Voice Profile for Internet Messaging (VPIM).
Professional Background
- Electronic Messaging Association, Chair for the Internet Standards Group - VPIM, 8 years
- MBNA Bank, Senior Contact Center CTI Systems Architect, 1 year
- Vanguard Communications, Senior Consultant, 5 years
Education
- Holds patents in the voice groupware area
- M.S., Computer Sciences, University of Massachusetts at Amherst; Master's Thesis topic area: Artificial Intelligence and Machine Learning
- Worked with Wharton Business School faculty developing models for IT technology adoption
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RESEARCH BY THIS ANALYST More
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18 September 2023
Market Guide for Digital Customer Service and Support -
15 September 2023
The Impact of Generative AI on the Conversational AI Market -
31 August 2023
Technological Implications of Generative AI
- 16 October 2023 - 19 October 2023 IT Symposium/Xpo
- 06 November 2023 - 09 November 2023 IT Symposium/Xpo
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