The Road to ROI
Everyone is talking about AI’s potential to transform business. The technology is being applied in a variety of…
Most Recent Articles
The ROI of Conversational AI: A Tale of More Than Just Numbers
In the heart of the city stood a bustling contact center, a hub of endless calls and queries.…
Overcoming the ‘last mile problem’ in knowledge management: A guide for IT teams
By Scott Litman, Capacity SVP & Formerly Founder of Lucy The concept of the “last mile problem” is…
Why AI Projects Are Hard
By Scott Litman, Capacity SVP & Formerly Founder of Lucy Harvard Business Review Estimates a failure rate of…
Bad Chatbots in the News: How to Choose an AI That Won’t Fail Your Customers
The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting…
What Is an AI-powered Virtual Agent and What Can It Do?
IVR automation has been around for awhile, but for the most part, it just hasn’t been very good.…