In the simplest form, artificial intelligence (AI) is a computer system’s ability to perform tasks that would typically require human intervention. In a customer service interaction, AI is often leveraged as a self-service channel. Self-serve automation has been around for a long time. Take a vending machine for example. With…

Machine Learning (ML) promotes faster and better decision making. ML is what allows us to train computers to recognize patterns in data and use them to improve workflows that yield higher satisfaction scores. We train a computer system to know a specific model that can predict results based off of…

Robotic Process Automation (RPA) works hand in hand with AI solutions to automate workflows or take control of a keyboard or mouse during a live interactions. RPA is vital in the contact center for its ability to allow processes to be followed with speed and accuracy, empowering the agents to…

When we think of bots we often think of a chatbot on a website, or a malware bot crawling the content of a website using complex algorithms. Yet bots are often part of AI solutions to produce plain language. We see this in the contact center when a bot can…