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Solving customer contact centre challenges with Conversational AI

December 22, 2022

Contact centres are often viewed as cost drivers rather than business drivers. This is understandable, when you consider that differentiation efforts in this space have often struggled to be sustainable from a cost or staffing perspective. Figuring out the formula of investment to increased income is helped when you have an experienced guide to shorten your journey. Read on to get the benefit of our two companies’ experience, multiplied by hundreds of clients.

Spotlight

Cerebri AI

Headquartered in Austin with offices in Toronto and Washington DC, Cerebri AI is a venture-backed pioneer in artificial intelligence and machine learning. Over the last five years, Cerebri AI has developed the CVX platform (now in its 3rd generation). CVX enables Continuous Intelligence (CI), the ability to integrate raw data, calculate engineered data into datasets in real-time, score KPIs, generate insights seamlessly at scale. In addition, Cerebri AI is the creator of Cerebri Values™, the industry’s first universal measure of customer success. Cerebri Values quantifies each customer’s commitment to a brand or product and dynamically predicts Best Actions at scale, enabling enterprises to focus on accelerating profitable growth.

OTHER WHITEPAPERS

FLI Position Paper on AI Liability

whitePaper | November 28, 2022

The Future of Life Institute (FLI) welcomes the opportunity to provide feedback to the European Commission on its proposal for an artificial intelligence (AI) Liability Directive1 . Liability is an important instrument for safeguarding the interests of society. It can play a role in catalysing innovation by encouraging organisations to develop risk-mitigating technologies that reduce the likelihood of harm in products and services. At the same time, it prioritises the rights of individuals and can lead to increased trust and uptake in new technologies.

Artificial Intelligence Policy and the European Union

whitePaper | August 30, 2022

In late 2019, then newly elected European Commission President Ursula von der Leyen announced her intent to make regulating the use of artificial intelligence (AI) a top priority for Europe. She promised to “put forward legislation for a coordinated European approach on the human and ethical implications of Artificial Intelligence” within her first 100 days in office.

Code Red: The business impact of low code quality

whitePaper | March 30, 2022

This paper presents data from a large-scale study on how code quality impacts software companies in terms of time-to-market and product experience. We conclude with an analysis of the impact and specific recommendations towards successful software development.

Evolution of IT Research Report

whitePaper | July 23, 2020

LogicMonitor asked 500 global IT leaders from across the globe how their departments are evolving to maintain SLAs and business continuity amidst the 2020 global pandemic.

CIO vision 2025: Bridging the gap between BI and AI

whitePaper | September 23, 2022

It’s been several years since organizations began adopting artificial intelligence (AI) to improve their business; few have come close to mastering its existing capabilities. A small number of organizations in our research aim to become AI-driven—a status we define as AI and machine learning underpinning almost everything the enterprise does—by 2025. However, this elite group—who we term “AI leaders”1—as well as the many others looking simply to embed AI more firmly in the enterprise foundations face formidable challenges to achieving their objectives.

AI Ethics

whitePaper | November 24, 2022

High-profile examples of harm associated with algorithm failure and misuse have garnered significant public concern (e.g. manipulation of the democratic process, discriminatory practice in criminal justice sentencing, and bias against racial and gender categories in the labour market). The field of AI ethics refers to the literature and to the community of people interested in this space. One high-profile manifestation of this is the formation of specialist ethics councils and teams to deliberate on conundrums regarding the use, access and openness of platforms and technologies (such as social media and messaging apps, etc.). For instance, the banning of particular public figures as well as lay users for use of the services in a manner that is not acceptable has been a constant theme in the public debate.

AI Tech, General AI

Solving customer contact centre challenges with Conversational AI