12 Mar

In the Press: Data Driven Investor

Augmented Intelligence is more intelligent than Artificial Intelligence.

Most experts define artificial intelligence as technology with the capability of thinking of itself and making decisions based on its own ideas. It’s going to be years before this becomes a reality, if it actually does…as some experts argue. More philosophically, why would we want computers not to require guidance and input from time to time where the situation is new or uncertain? Particularly when dealing directly with customers.

What we should be using and aiming towards is Augmented Intelligence, that is, man plus machine (rather than man versus machine). The definition of this is inherently vague but essentially it is where software supports human decision-making and actions, and when it carries out repetitive or known tasks but defers to a human for more complex or unique ones. Unless one is familiar with the state-of-the-art AI text analytics, it is easy to believe the hype. The reality though is that even the most sophisticated AI applications ironically require armies of data scientists to develop and maintain them. For many, the Holy Grail in Augmented Intelligence is an application that is trained and guided by a non-data scientist, in particular, so that the front-line personnel are not directly doing all the tasks, but they are guiding the bots which help them.

The latest technology being used to analyse customer data uses machine learning to be able to classify interactions accurately to guide processes and generate actionable early warning insight. The first trick is that it ‘understands’ when it is uncertain about something, and it invites a human for assistance (sometimes this is referred to as ‘human-in-the-loop’). The human doesn’t need to be a data scientist, they only need to understand the domain to impart their judgment and knowledge to the machine and once it’s done, it’s done forever. The second trick is that it does this in an optimal way, asking for the minimal amount of input from a human to maximize the performance, and therefore the accuracy, of the machine learning. In this way, it can process more and more tasks to an acceptable threshold accuracy, and hand off to a human seamlessly when it is below this. PrediCX from Warwick Analytics is a perfect example of this.

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12 Mar

In the Press: CRMXchange

An article titled ‘How Contact Centers can use the latest AI to improve customer outcomes and reduce call volume’ by Warwick Analytics has been featured on the publication for customer experience CRMXchange.

Understanding why outcomes vary between agents can prove difficult, requiring proper categorisation and real-time tracking of outcomes. A contact center provider, handling thousands of customer contacts on a daily basis, recently used the latest in AI text analytics to improve customer outcomes, set intelligent KPIs for their agents, and simultaneously reduce overall contact volume.

The contact center used a Machine Learning platform called PrediCX from Warwick Analytics that automatically classified their interactions for early warning signs, insight and the next-best-action to be derived.

Sentiment and sales intents models were also built to allow the reassessment of existing agent KPIs, maximising their performance without the need for CSat surveys.

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