by Steve Frederickson | Apr 30, 2026 | Artificial Intelligence
TL;DR Understanding deterministic vs. probabilistic systems is critical for AI success. Generative AI introduces both opportunity and risk in customer-facing use cases. Most current approaches overcorrect with guardrails that limit value. Organizations that blend both... 
by Marc Vontobel | Apr 29, 2026 | Artificial Intelligence, Knowledge Management Systems
TL;DR Business knowledge management covers two types of knowledge: Explicit (documented) info and tacit expertise locked in people's heads. Most strategies only tackle the first, leaving critical knowledge vulnerable to walking out the door. AI is adding to the... by Eglė Račkauskaitė | Apr 24, 2026 | Artificial Intelligence, Education, Higher Education
TL;DR Advisors, admin staff, and IT teams in most educational institutions are spending too much time on tasks that don't need a human. AI support tools for education help higher ed institutions automate repetitive work, answer student questions around the clock, and... by Eglė Račkauskaitė | Apr 24, 2026 | Artificial Intelligence
TL;DR Agentic AI for contact centers autonomously resolves customer issues end-to-end, without a human agent stepping in. For contact center leaders, that means higher containment rates, lower operational costs, and a fundamentally different staffing model. With the... by Alexa Schmitt Bugler | Apr 22, 2026 | AI in the Workplace, Artificial Intelligence
TL;DR Capacity's ROI calculator helps contact centers and customer support leaders to project potential cost-savings with new AI tools across channels. Input your amount of interactions, cost per interaction and other crucial KPIs to model what you're spending now—and... 
