Gartner Expert

Bern Elliot

Distinguished VP Analyst

Bern Elliot is a Vice President and Distinguished Analyst with Gartner Research. Mr. Elliot has been with Gartner for more than 18 years. His current research focus is artificial intelligence (AI) generally, with an added focus on natural language processing (NLP), machine translation, and customer self-service.

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

MBNA Bank

Senior Contact Center CTI Systems Architect

Vanguard Communications

Senior Consultant

Areas of coverage

Artificial Intelligence

Education

M.S., Computer Sciences, University of Massachusetts at Amherst; Master's Thesis topic area: Artificial Intelligence and Machine Learning

Holds patents in the voice groupware area

Worked with Wharton Business School faculty developing models for IT technology adoption

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Top Issues That I Help Clients Address

1Defining an enterprise approach to artificial intelligence (AI).

2Can we use machine translation?

3How do we develop a voice-based and text-based conversational self-service strategy?

4Various Natural Language Technology topics, transcription, NLG, text analytics.

5How is AI being used in customer service and contact centers?