Artificial Intelligence

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AI: Is it Something You Want or Something You Need?

Why is it that everyone talks about hype cycles, but never about adoption, or implementation, or deployment cycles? Perhaps it’s that ‘hype’ is a sexier term that connotes a sense of progress and possibility. It seems like pragmatism is always in short supply within a given hype cycle. Artificial Intelligence (AI) is, and will likely …

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How You Can Complete Transaction Calls in 90 Seconds or Less

Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait time, a minute and a half is the maximum amount of time it should take your customers to work through an average transaction call, such as making a credit card payment over the phone.   …

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IVR and Audio Transcription: Find the Method That’s Right for You

Quantitative data makes the business world go ‘round and qualitative data provides the nuance and shading to help contextualize all those numbers. But qualitative data can be difficult to obtain and analyze. Using IVR to record and transcribe the customer responses is one way to get qualitative data. There are two different methods that we …

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Making Natural Language Processing Feasible with Artificial Intelligence

In a past post, we discussed the technological and the financial challenges that go hand-in-hand with developing natural language processing (NLP) applications. While these challenges remain relevant, more recent developments mean it’s easier and less expensive to incorporate natural language processing into your voice channels. Thanks to artificial intelligence (AI), companies can manage NLP apps …

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AI is as AI Does: Managing Expectations When Buying Artificial Intelligence Technology

Expectations are a funny thing. In this space, we talk a lot about customer experiences because expectations often play a big role in that area. Some industries are known for atrocious customer service. These negative experiences have created an expectation of poor service from providers in that industry. These views can be so entrenched that …

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How to Get More From Your IVR with AI

How AI Delivers Better IVR When you hear artificial intelligence (AI) and interactive voice response (IVR) in the same breath you may scratch your head and wonder, “how does that work?” Using an AI engine, like IBM’s Watson, with an IVR system creates smarter self-service applications and delivers better customer experiences. With IVR callers have …

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Improving IVR with Artificial Intelligence

A Place for AI When most people hear Artificial Intelligence, they tend to think in terms of Hollywood and famous AI characters like HAL9000 and Skynet. Business applications of AI are nowhere near that sexy, but, on the bright side, that also means that our robotic overlords aren’t looming on the horizon just yet. The …

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The Next Iteration of Self-Service

Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer …

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