Personal AI Will Swamp Your Contact Center
Personal AI is getting ready to swamp your contact center with more calls and chats than you could possibly handle. Here’s how, and why, and what you can do about it. Last week OpenAI launched a new model: GPT4o. It’s better, 2x faster and 2x cheaper than their previous best model. This continues the ‘better, […]
Is Agent Assist Dead?
Agent Assist is dead. Long live knowledge-worker co-pilots. Perhaps a bold claim but let me explain. I’ve shared many examples of how Gen AI chatbots and voice bots can now handle more complex tasks, with powers of reasoning and conversational abilities that are nearly indistinguishable from human agents. That tells me that Gen AI will replace a large […]
Comparing the Cost of Generative AI vs. IVR vs. Human Agents
When it comes to handling customer contact, you have choices: Humans, Legacy IVR / NLU, and Generative AI. Which is right for your business, your customers, and your use case? The most obvious and objective way to look at this is through the lens of the cost per contact. If we make a bunch of […]
