How an AI solution is delivered can make a big difference. For a call center manager — and for the candidates themselves — an AI-based test has the benefit of allowing for screenings at the beginning ...

AI call center software must have natural language processing (NLP) technology to help the system understand, interpret, and respond to human language in a natural, conversational manner.

Natural language processing (NLP) and conversational AI are often used together with machine learning, natural language understanding (NLU) to create sophisticated applications that enable ...

Modern call center solutions use natural language processing to analyze conversations in real-time, identifying customer emotions, agent performance, and even sales opportunities.

Using ASR in call centers is nothing new, but recent advances in AI, machine learning, and natural language processing have increased its business value.

Raquel Lewandowski has been working as a call taker at a call center in Delaware County, Pennsylvania, for nearly 30 years. In that time, she's seen technology modernize emergency-response ...

While AI has made significant strides in understanding language, it still struggles with sarcasm, humor and cultural references. Human agents, on the other hand, can pick up on these subtleties ...

In a different call center, Kevin Asuncion transcribed medical visits from half a world away, in the United States. You can get used to the hours, he said in an interview last year: 8 p.m. to 5 a.m.

In a different call center, Kevin Asuncion transcribed medical visits from half a world away, in the United States. You can get used to the hours, he said in an interview last year: 8 p.m. to 5 a.m.

The companies have been partnering throughout the AI ecosystem of chip companies, hyperscalers, large language models, ... NICE), a leading call center software provider, at a 7.5% free cash flow ...