Author: Jerry Smith

When it comes to high-tech, nothing seems high-techier than artificial intelligence (AI). But when businesses get started on AI initiatives – which most respondents in our recent study are doing – the challenge today is less about technical questions and technology capabilities, and more about crafting a strategy, determining the governance structures and ethical practices […]

Jerry Smith - January 11, 2019 - 400 views

There’s a lot of chatter out there regarding just how artificial intelligence will impact jobs. Some say we’re headed for an AI apocalypse, the end of the world as we know it. Others see a new shiny robotic city upon a hill, looking through AI-tinted glasses at an emerging utopia. The wonderful thing about predictions […]

Jerry Smith - April 30, 2018 - 1061 views

However you measure business success, customer experience is a big factor. And in many cases, it’s the call center experience that directly affects the customer experience – and  in very measurable ways: customer satisfaction scores, churn, social media ratings and brand reputation. And yet, on any given day, a significant portion of call center agents […]

Jerry Smith - March 24, 2018 - 629 views

Like humans, cognitive computing systems learn from an ever-growing collec­tion of knowledge. And clearly, business interest is high in adopting these systems to accelerate decisions and improve their accuracy. Businesses need a plan, however, for when intelligent systems learn in expected ways. The fact is, cognitive computing systems do sometimes learn in ways their designers […]