There is a lot of buzz around AI. I’ve seen a lot of articles, attended conference sessions and had some discussions with my peers in the industry. There seems to be this vague and mystical notion that if you put the label AI on something, it is now New and Improved and will somehow solve problems like the ‘A’ is for automatic instead of artificial. This begs the question: what is artificial intelligence?
During the last twenty years in the Contact Center industry I have seen many technologies come into the market, disrupt the industry then get acquired and then vanish. Email and chat automation (Banter), Customer Intelligence (RightPoint) and the inclusion of technologies into core components that people don’t understand (Genesys Rules Engine, Conversation manager) all of which led to a more adaptive and intelligent contact environment.
Between Natural language, a data driven IVR, and a well developed business rules engine, we would be able to accomplish the ‘AI’ needs of more than 99% of the businesses out there, by building an intelligent, relevant, personalized, and easy to use interface that does as much as (or more than) what all of today’s AI companies are purporting, without the heavy costs of their magical ‘AI Engine’ that, so far, seems to consist of Natural Language and a business rules engine with a pretty wrapper.