Is It An AI Agent Or Just A Chatbot?
Not that long ago, almost every AI conversation seemed to involve chatbots.
Quick Thinking
Tag: automation
Where AI is used to carry out tasks with little or no human input. These stories explore what’s being automated, where it works well, and where reducing human involvement can introduce new risks, challenges or limitations.
In the Wild
When AI Goes After The Pigeons
There are plenty of sophisticated uses for computer vision and automated systems. Then there is someone who got annoyed with
Thinking
The Most Experienced Person in the Room Might Be AI
Why the future of AI may be less about replacing expertise and more about sharing it.
Interviews
AI Should Be A Triage Nurse, Not A Nightclub Bouncer
For years, one of the measures of success for customer-facing technology has been how many conversations it can prevent from
Quick Thinking
When AI Becomes The Mystery Shopper
Mystery shoppers have been helping retailers test the customer experience for years. They pose as ordinary customers, ask questions, attempt
In the Wild
Your Next Household Appliance Might Use AI
When people think about artificial intelligence, they usually think about something they actively use.
In the Wild
AI Is Helping Run McDonald’s Kitchens
Keeping a McDonald’s restaurant running involves thousands of small decisions every day.
In Practice
The Customer Journey Starts Before The Phone Rings
By the time a customer reaches your contact centre, they’ve probably already been on quite a journey.
In Practice
AI Watches the Tracks
Railway infrastructure has traditionally been passive. Tracks, crossings and signals have always been designed to guide trains safely from one
Thinking
We’ve Had This Conversation Before
Every major technological shift arrives with predictions that work will never be the same again.
