JAA'S Analyst Blog - Current Posts

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A bit of a long title, but it’s a topic I’ve been researching quite a bit lately.

On its own, AI can be easy to deploy - the hard part is integrating it with what you’re already using. This really matters in the contact center, where voice is still the channel of choice for customer engagement. However, AI cannot just be bolted on to voice - it’s way more challenging than with digital channels that are mainly text-based.

If you can’t support carrier-grade voice quality with AI, the quality suffers, including the data that AI is trying to extract from those conversations. To learn more, I hope you give my latest analysis a read - it’s running now on CIO Magazine - and this being my first contribution with them, I now have a profile page, which I hope to add to soon with future writeups.