Waterfield Tech Conversational AIAI Eats SoftwareKlarna co-founder and CEO Sebastian Siemiatkowski recently announced that the business is ditching Salesforce (CRM) and Workday (HR) SaaS…4d ago4d ago
Waterfield Tech Conversational AI3 Paths to the AI-First Contact CenterBloomberg ran an interesting article on the impact of AI on the contact center agent outsourcing industry in the Philippines last week.Sep 13Sep 13
Waterfield Tech Conversational AIWill Contact Center AI Winners Take All?Us humans find it hard to understand exponentials.Sep 5Sep 5
Waterfield Tech Conversational AIAI is NOT a strategyA senior executive recently shared his frustration with the long line of AI vendors vying for his business:Aug 29Aug 29
Waterfield Tech Conversational AI(AI) Agents for EverythingIn customer service circles like ours, Agents are the hard-working, courageous, kindly human beings who answer calls and chats from more or…Aug 22Aug 22
Waterfield Tech Conversational AI12 Step Virtual Agent Cheat Sheet30+ use cases, multiple production deployments, and 18 months of refinement means we’re starting to home in on a repeatable process to…Aug 15Aug 15
Waterfield Tech Conversational AIThis World Needs Quality ConversationsWar in Ukraine. Political violence in the US. Escalation in the Middle East. Stock market gyrations.Aug 8Aug 8
Waterfield Tech Conversational AIMark Zuckerberg & Open Source AIMeta AI and Facebook founder Mark Zuckerberg published a letter on open source AI last week. In it, he makes some compelling points on the…Aug 1Aug 1
Waterfield Tech Conversational AIWe predict a warm Contact Center AI winterWe’re beginning to hear rumors of another AI winter — the term often used to describe long periods of disillusionment, lack of investment…Jul 25Jul 25
Waterfield Tech Conversational AIMulti-Layered Benefits of Generative AI (in the Contact Center)Just this week, we’ve heard these three questions and objections in relation to Gen AI voicebots and chatbots:Jul 18Jul 18