AI in the Contact Center - Disruptive TechnologyThe adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. As with all disruptive technology, it takes time for mass acceptance.  Yet when that tipping point happens, we better be ready to harness it.  In a 2016 Harvard Forum, Ed Felton, Deputy U.S. Chief Technology Officer from the White House Office of Science and Technology Policy, likened the importance of Artificial Intelligence to that of mobile computing and internet. Just imagine that. Eventually AI will be as common in our lives as our Smartphones and the Internet.   So, what do companies need to do to prepare themselves for this revolution?

Four Considerations to Prepare for AI
  1. Know what AI can, can’t, and has done. – There’s a great deal of information and human resources available on this topic. However, it’s imperative that you remain abreast of what your providers say they can do, which AI solutions they have done and what the results of those deployments have been. AI can create many kinds of intelligent solutions, so understanding what your business needs are and how they align with the capabilities of AI is key.
  2. Have a Plan. – It may sound overly basic, but jumping into AI without a plan has some pitfalls. First, if you don’t have a plan, you may not get the budget. AI has grown exponentially in the marketplace in 2017. If you have not yet run an AI proof of concept, you will need to in 2018. Otherwise you’ll be putting your customer loyalty and wallet share at risk. Second, without a plan, multiple teams may be working cross-purposes in your organization wasting time and money. Having a strategy that considers your infrastructure, process and overall AI impact is critical to the success of the implementation.
  3. Check with Legal. – Make sure that your algorithms are producing results that are fair and just. For example, if you’re using AI for an HR application, ensuring that all employees are treated equally is something that should be of concern. At this point, there doesn’t seem to be much law surrounding AI specifically, but the White House published a Study in October of 2016 that recommended relevant regulations be put in place to ensure safe operation.
  4. Have Clean, Integrated Data. – In a Post on Forbes.com, Katherine Kostereva points out that “Machine learning algorithms are the backbone of AI and require data to learn from.” She goes on to say that feeding AI bad data or incomplete data will produce lackluster results. So, make sure not only that your data is accessible, but also that it is centralized and integrated.

If you consider these four items as you are planning your AI strategy for 2018, you will be well on the path to taking part in this technology revolution.   If you’d like to learn more on how you can incorporate AI into your contact center, please fill out our Survey and we’d be happy to help you out.  Click here for the Survey.