Cheryl Allebrand
Cheryl Allebrand

Is the future of contact centers bot or human?

2024-02-05

Human-like responses from OpenAI’s ChatGPT and other generative AI large language models (LLMs) have employees and politicians concerned about impending waves of job losses. Meanwhile, contact centers have trouble recruiting...

Diane Gutiw
Diane Gutiw

Guardrails for data protection in the age of GenAI

2023-11-13

To mitigate the risks of data exposure, major AI and cloud technology vendors provide responsible use frameworks and the ability to use GenAI tools in secure environments without risking data...

Gilles Cymbalista
Gilles Cymbalista

The path to targeted and sustainable generative AI

2023-10-09

As organizations move fast toward the use of generative AI, much has been written about common considerations to keep in mind when exploring and implementing this promising technology. Yet, what...