Not All Versions of Artificial Intelligence are the Same By Peter Lyle DeHaan, PhD There are two types of AI (artificial intelligence). The most recent version of AI is generative AI. Contrast this to predictive AI, also called regular AI, non-generative AI, or analytical AI. For simplicity, we’ll refer to all these alternate labels as […]
Make an Informed Decision about Implementing AI By Peter Lyle DeHaan, PhD You’re no doubt tired of hearing about artificial intelligence (AI). You probably also realize that AI is not another trend that will disappear and fade into history. Call center AI is a persistent technology that’s here to stay. Everyone, it seems, has an […]
Technology Tools Can Be Our Friend By Peter Lyle DeHaan, PhD Most all telephone answering services (TAS) use a lot of technology to supplement the work of their agents. Yet technological advances aren’t always readily embraced. Yes, a few visionaries will grasp the application and move forward right away. The other extreme is those who […]
Embrace Artificial Intelligence to Help You Meet Your Goals More Effectively By Peter Lyle DeHaan, PhD Many people worry about how artificial intelligence (AI) might impact our world, including their telephone answering service (TAS) business. They fear AI will emerge as a disruptive force that fundamentally changes their day-to-day operations. It probably will. But there’s […]
Technology May Save Money but Human Agents Make the Difference By Peter Lyle DeHaan, Ph.D. We’ve been hearing a lot about artificial intelligence (AI), and we’re going to hear a lot more about it. Some claim AI is the future of the call center industry, saving money and retaining business. Others fear it’s the end […]
A Decentralized Call Center Is an Oxymoron By Peter Lyle DeHaan, PhD In the early days of our industry, the label call center fit perfectly. We handled calls from a central location. This was necessitated by the platform we used, which we installed in our office. It consisted of physical hardware to switch calls and […]
Here are the lessons learned from a computer fiasco I had:
Determine the Role Artificial Intelligence Will Play in Your Telephone Answering Service By Peter Lyle DeHaan, PhD Unless you’re intentionally ignoring it, talk of artificial intelligence (AI) is all around us. It’s hard to miss. AI is not a fad that will soon fade, a hype that will soon die down. AI is a trend […]
Make Sure Each Piece of Contact Center Technology Works as a Seamless System By Peter Lyle DeHaan, Ph.D. In continuing our series on call center integration, we move to the topic of technology, specifically the need to integrate your call center tools. Today’s vendors offer a wide array of technology options to enhance the contact […]
3 Responses to Using AI to Serve Customers By Peter Lyle DeHaan, Ph.D. Predictions about the emergence of artificial intelligence (AI) have been with us for decades. But until recently they only showed up in science fiction books and movies—usually with dire results. Such is the basis for good fiction. Yet in recent months, advances […]