ILLUSTRATION PROVIDED BY ADOBE STOCK

AI HELPS THE WORKFORCE AI IS BECOMING INVALUABLE IN WORKFORCE AND CUSTOMER ENGAGEMENT .

BY PRAPHUL KUMAR , SUCCESSKPI

year ago , I was talking to my dad , who is a professor , and he said that he studied and worked with artificial intelligence ( AI ) back in the 1970s and 80s ; it ' s not as new a concept as most people think . But at that time , it was not considered practical or even interesting to most . Nobody cared about it .

In fact , the first AI program was presented at the Dartmouth Summer Research Project on Artificial Intelligence ( DSRPAI ), hosted by John McCarthy and Marvin Minsky in 1956 .

30 CONTACT CENTER PIPELINE

By 1970 , Minsky told Life magazine , “ from three to eight years we will have a machine with the general intelligence of an average human being .” But the computational power would not be available to realize this vision for many years .

Even five years ago , AI was mostly rules-based . As long as a system behaved within the rules , it was great . The skill really lay in creating truly dynamic rules .

Gradually since then , many IT leaders began to experiment and implement AI . It was probably because many businesses moved from on-premises to the cloud .

The contact center clearly needed greater efficiency which made the cloud attractive . So , the IT consumption model changed abruptly .

NOW THERE ARE SO MANY DIFFERENT AI USE CASES ... THAT REVOLVE AROUND IMPROVING THE CONTACT CENTER WORKFORCE .

Suddenly , a whole slew of SaaS ( software-as-a-service ) and cloud-based companies became relevant since the IT buyer was no longer restricted to one single network within a premise . That really opened up a new world to many businesses that could tap into these cool , creative , innovative solutions .