Artificial Intelligence (AI). Opinions and prophecies vary greatly from a Skynet annihilation or Matrix enslavement to the lovable R2D2 and Johnny Five. The only thing that is certain at this point is that it’s happening one way or the other and it’s imminent. Machines may not have ousted you from your job yet, but they very well might and maybe sooner than you think. I read an article today about a Seattle based company that is mastering the artificial voice, which could be plugged into auto-attendants, voicemail and “smart” interactive voice recordings (IVR). These tools can replace traditional contact center customer service representatives and receptionists that schedule appointments, allowing companies to save money and improve the customer experience. With the new artificial voice combined with real-time call analytics, AI IVR’s will be more efficient than their human counter parts. As a technology geek this is fascinating, as customer and one time receptionist it is unnerving. What are your thoughts?
