Thoughts From The AI Summit In San Francisco

To most of external world we are a call center platform, more specifically a call center change and insight software.   Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.  If you can indulge me for the next few […]

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16 Examples of Artificial Intelligence Across 6 Industries

Artificial intelligence (AI) is about to transform every segment of our economy by bringing human intelligence into computing and allowing machines to learn from experience and make human-like decisions. AI helps businesses automate routine tasks, better understand their customers by analyzing their behavior, reduce operational costs, and personalize experiences. After discussing the overall benefits and […]

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A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. Graphic via Sharpen New technologies are […]

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Will Technology Surpass Human Brains?

The takeaway: While artificial intelligence continues to advance, it does not have the ability to replace humans in situations that require creative and flexible thinking. Has Artificial Technology Progressed Enough to Replace Humans? A recent discussion on Engagement Optimization started by Pulkit Jain brought up an unnerving question: Can technology surpass human brains? The technology […]

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