Artificial intelligence (AI) was undoubtedly a hot topic at Enterprise Connect 2019 in March. While we can debate about how much of the talk was hype, and how much was really machine learning instead of true AI, the fact remains that AI is now part of our industry. AI already is in use to predict behavior and offer assistance to contact center agents, and in transcribing and translating speech in real time.

 

In his book, “AI Superpowers,” author Kai-Fu Lee points out that the very nature of AI is based on data. An AI system is trained using data. The accuracy of the results is directly related to the quantity of the data used to train the AI.