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The Current State of AI in BPO Contact Centers

Hodusoft

Besides these two main types of AI, other popular AI systems include- Machine Learning (ML): A subset of AI, which uses algorithms that learn from existing data, or unsupervised learning. Sentiment Analysis: A process that uses NLP and ML technology to determine the emotional tone (negative, positive, or neutral) of a piece of text.

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2023 in review: Highlights from this year’s best conversations

Intercom

That’s not how ML works. McKinsey did a similar study that showed 30% that’s going to be attained, I believe, by 2030. What we think is happening is this diffusion of best practices enabled by AI. And that’s why we see those really big productivity increases for the low-skill and inexperienced workers.

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