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The quality service connection: ‘Satisfied’ and ‘enthusiastic’ customers
Image: A Call Center in Florida, Credit: Petiatil/Wikimedia Commons Increasingly, organizations are turning to contact centers, as a way to drive competitive advantage, to create a systematic and a sustainable differentiator and to improve customer loyalty, repeat...June 7, 2018 1076 0 -
The difference between machine learning and deep learning
Collage photos:Phrenology (Left scanned by de:Benutzer:Summi and Kismet Robot (right) by Polimerek in MIT Museum/Wikimedia Can you distinguish between “Deep Learning” and “Machine Learning.”? What about “artificial intelligence”? Let’s start with the definition of artificial intelligence because this is where...May 1, 2018 1603 0 -
Artificial Intelligence: Are we transferring our biases to machines?
Photo: Polimerek in MIT Museum duringWikimania 2006/Wikimedia Are we transferring our biases to computers? With supervised learning, machines learn what we teach them. Just like our kids often perpetuate our belief systems, biases, and preferences, will...February 4, 2018 1355 0 -
Artificial Intelligence is transforming contact centers
Photo: Ralf Roletschek/Wikimedia Commons Over the years, I have watched artificial intelligence swiftly move from a thing of the future to a practical element in the improvement of contact center operations. With the contact center remaining...December 7, 2017 972 0
