“AI is very real,” said Jensen. “There are learning algorithms that come from people like Google and IBM, in which all these intelligence systems have the ability to recognize patterns, the ability to recognize mistakes, and make corrections. But a lot of times the data is incomplete. So sometimes when companies say, ‘Hey, we have AI!,’ they might not fully have the fundamentals for the AI to draw upon and actually functionally engage in a positive way. In some cases, it might be more aspirational.” Customers are advised to discuss how AI can fit into their organization with their Trusted Advisors. People want better human connections and personalization in their contact center interactions. Predictive behavioral routing leverages a broad database consisting of billions of interactions, taking all data through an analytics engine to feed AI. The AI then looks at all that data to establish patterns of personalities, linking customer phone numbers to all of their interactions and calls, and classifies them into personality types. The system then can link the phone number to the personality type and route them to the available agent who best matches their profile. “I have a customer who is getting 7,000 applications per week who uses AI to identify the best candidates, and they’re turning away something like 90% of their applicants” - Ryan McCormick (Five9) “Data feeds AI and AI drives engagement,” said Geoff Chretien of Genesys. “Engagement drives personalization, and personalization creates empathy, loyalty, and trust.” AI also plays a role in hiring. “I have a customer who is getting 7,000 applications per week who uses AI to identify the best candidates, and they’re turning away something like 90% of their applicants,” said Five9’s McCormick. “The work-from-home model is ideal for them because it helps them to hire the best candidates and they can use tools to engage, manage and motivate agent regardless of where their agents are geographically.” Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 14