Choosing the best contact center AI solutions: Overlay options vs. native CCaaS capabilities
Generative and conversational artificial intelligence have already begun revolutionizing various aspects of our daily lives. That’s particularly true for customer service agents in call and contact centers. By 2026, Gartner expects conversational AI deployments in contact centers to lower agent … Read more
Unsupervised vs. supervised machine learning: What business leaders should know
Just as human employees can perform tasks with varying degrees of guidance and oversight, machines can learn with or without supervision. However, in the realm of artificial intelligence, the terms supervised and unsupervised don’t connotate whether a bot’s boss is … Read more
Why network visibility matters and how to improve it
Ignorance is bliss. What you don’t know can’t hurt you. These sayings might make sense in some scenarios, but not if you’re talking about your company’s IT network. Activity you aren’t aware of can absolutely harm your business, meaning a … Read more
AI vs. machine learning: What’s the difference?
When Michelangelo was in his 80s and working on St. Peter’s Basilica, he reportedly remarked, “Ancora Imparo,” or “I am still learning,” according to a blog entry by Pat Ginn, a member of the Lifelong Learning Institute at Washington University … Read more
10 must-know statistics about contact center AI solutions
A pest control company with a short-staffed call center struggled to handle high call volumes as prospective customers reached out in response to a limited-time offer of free inspections. Callers spent 20 or more minutes on hold as overwhelmed agents … Read more