How AI Enhances the Human Element of Call Centers

On first thought of what AI is, the first thing on most people’s minds is the picture of robots taking over humanity in a near-future apocalyptic dystopia. Or maybe it’s videos of robots from Boston Dynamics performing feats of agility that will give you nightmares. But the reality is, AI – when used responsibly, of course – is becoming an essential part of telephony and can assist in adding a human element in call centers.

Continue Reading →

Posted in: AI

S1E1: Valentine Matula

The IAUG Insider Podcast will start with a series with interviews from IAUG Engage from Austin, Texas. We’ve had some great conversations with Avaya higher-ups and community members who share their industry expertise, opinions, and overall interesting conversations.

And like any good publication, we want to know what you’re interested in and what you want to hear. If you have any suggestions, please let me know on Twitter @IAUGMatthew or @IAUG.

The first conversation is with Avaya CTO and VP of Emerging Products and Technology, Valentine Matula. I brought along IAUG member Nick Kwiatkowski along for the chat to lend his voice to the conversation as well. We had this conversation in a hallway at Austin Convention Center and I think you’ll enjoy it.

Continue Reading →