The New Era of AI-Driven Hyper-Personal Customer Care

Posted on August 31, 2021 by Frank Tersigni

2020 raised the bar on customer experience across the board. Most people spent more time at home using more devices connected for more time, driving up both costs and awareness. In response to the changed landscape, utilities have pivoted to provide more personalized service, helping customers use energy more efficiently while providing access to more services virtually. From an internal operations perspective, many agents went remote, supported by cloud infrastructure and AI.

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Confused About Machine Learning Algorithms?

Posted on August 12, 2021 by Martin Townend

Machine learning is changing the way the world thinks and operates. Let’s face it, when the words “Machine Learning Algorithm” present themselves in a room full of peers, everyone takes a deep breath. Some are confused by the thought of math; others are thinking, “Oh no, which algorithm do we use for this problem?”

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A Roadmap for Getting AI into Your Organization [Part 2]

Posted on January 15, 2019 by Kathy Sobus

In the first part of this blog series, we explored the reasons why many companies are slow to adopt artificial intelligence. We also discussed how the contact center can be a natural place to consider an augmented intelligence/augmented experience deployment, which can serve as a precursor to artificial intelligence or stand on its own. In this post, we will look at AI in action to discover how it can help transform enterprises.

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A Roadmap for Getting AI into Your Organization [Part 1]

Posted on January 10, 2019 by Kathy Sobus

If you use Siri on your mobile device or Alexa or Google at home, you know that artificial intelligence (AI) is a fast-growing component of the consumer world. Six billion devices are going to begin proactively asking for support in the near future, according to Gartner. Voice-enabled AI applications like these and others are making life more convenient for millions of people around the world.

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