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Agent Augmentation

The 4 Levels of Agent Augmentation

While a lot of the benefits of AI are centered around customer experience, the elevation of agent experience should not be discounted. Beyond the reduction in operational expenses, agent experience can have a tremendous impact on the entire business. In this blog, learn about the levels of agent augmentation to see the varying degrees of involvement and sophistication that can be offered.
Megan Haas June 3, 2021 | 3 min read
Robotic Process Automation

RPA 101

Learn the basics of RPA (robotic process automation) and how it can help customer experience and agent experience.
Megan Haas May 27, 2021 | 4 min read
Better Together: Voice and Text are the future of CX

Better Together: Voice and Text are the future of CX

The way customers interact with brands has fundamentally changed. Learn the ways brands must improve the customer experience by making it easy for customers to engage using their optimal channel of choice in this blog.
McCall Peltier
McCall Peltier May 13, 2021 | 4 min read
Voice Biometrics 101

Voice Biometrics 101

Technological advancements are creating new opportunities for authentication and identification processes that do not have a negative impact on customer experience. Voice biometrics is at the forefront of this innovation. Learn more in this blog.
Megan Haas April 22, 2021 | 4 min read
User-Centric Design

The Growing Importance of User-Centric Design: A Q&A With Susan Hura, Director of Conversational Design Services

Learn how Susan Hura, our new Director of Conversational Design Services, is designing Conversational AI to better meet the evolving needs of customers.
Susan Hura
Susan Hura March 11, 2021 | 6 min read
Classifying Spoken Utterances Without a Dictionary

Classifying Spoken Utterances Without a Dictionary

Learn the impact and challenges of different pronunciations on Conversational AI models in this blog.
Ryan Price
Ryan Price February 18, 2021 | 4 min read
Confidence Score in Conversational AI

The Role of a Confidence Score in Conversational AI

Humans make mistakes, and so do machines. In recent years, the role of AI has become prominent in every aspect of our lives. We trust AI responses to make our decisions, but do we really know how reliable AI decisions are? Learn about the role of a confidence score in Conversational AI in this blog.
Mahnoosh Mehrabani
Mahnoosh Mehrabani January 21, 2021 | 5 min read
Outdated Call Center Tech

IVA, IVR, Chatbot, DTMF? What’s the difference?

Without a proper automation system in place, customers will have frustrating experiences that lead to lost business. Learn about the different types of automation and which is best for your business in our blog.
Megan Haas December 3, 2020 | 4 min read
In Pursuit of Optimality

In pursuit of optimality

Backed by two and a half decades of data-driven technological advancements, AI is now permeating all layers of society. Learn about the evolution in this blog.
Srinivas Bangalore
Srinivas Bangalore September 24, 2020 | 10 min read
Patent AI

The People Behind the Patents: A Q&A with our Researchers

We hear a lot about the impact of Conversational AI on companies and their customers. But there tends to be an air of mystery surrounding the making of Intelligent Virtual Assistants, or any AI-powered product for that matter. Learn about the people behind the patents in this blog.
Interactions June 11, 2020 | 5 min read
Managed Service AI

The Design Factor: Three reasons a Managed Service is better for Conversational AI

While building technology with an in-house team certainly has its advantages, AI implementations require an entirely different set of expertise and domain knowledge than traditional IT projects. Learn about how implementing Conversational AI with a Managed Service offers significant benefits over an in-house or DIY solution.
Megan Haas May 21, 2020 | 4 min read
AI Quick Fix vs Sustainable Solution

AI Implementation: Choosing between a Quick Fix and a Sustainable Solution

Recent disruptions in the workplace due to COVID-19 have left contact centers scrambling to fill the gaps created by a limited or impacted workforce. Conversational AI is a solution to this problem, however it's important to look for applications that are not just a quick fix, but will deliver lasting results.
Interactions May 7, 2020 | 4 min read

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