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Varför kontaktcenter i framtiden behöver maskininlärning

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Why Contact Centers Of The Future Need Machine Learning

The involvement of machine learning in CRM makes customer grievance handling more streamlined and, above everything else, quicker.

Businesses must leverage the technology to make the experience of dealing with contact centers less tedious for already aggrieved customers.

The success of contact centers is measured on the basis of, more or less, two key performance indicators — the average call handling time (AHT) and customer satisfaction ratings. This means that each call made by a customer not only has to be completed quickly but also with the caller’s grievance resolved for good (preferably with no need for callbacks or escalation). That is a tall task during the best of times but becomes especially hard to accomplish during a difficult phase such as a pandemic. Machine learning and cognitive automation can be useful to resolve such problems and make contact centers faster and more effective in terms of customer grievance handling and query resolution. The implementation of AI in CRM can positively transform contact centers of the future. Here’s how:

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Reduction of Call Handling Time

If there’s one thing customers hate doing when they call a contact center, it is waiting on the line for an extended period. Long waiting times are incredibly frustrating for callers, and several customers may feel that organizations are simply disrespecting their valuable time for the sake of it. To return the favor, customers may cease using the products or services of an organization just because they’ve had to wait a long time before getting to hear a customer service executive’s voice.  According to a study, long waiting times are the reason why Americans consistently incur collective losses of about US$100 billion annually. From a business perspective, that translates into productivity losses of about US$900 per employee for organizations. 

The deployment of voice chatbots and text chatbots helps businesses resolve this problem to a great extent. For example, voice chatbots can immediately engage with customers, cutting the waiting time of a given call right from the onset. Voice chatbots use NLP to “understand” customer problems. In contact centers of the future, such applications will also be able to resolve calls involving simple customer grievances or demands—such as adding a hold bag or correcting a duplication error in one of the travelers’ names in a booked flight reservation. For complex queries, grievances or requirements, the system can simply redirect calls to appropriate Subject Matter Experts (SME) for resolution with minimal delay. This represents a massive upgrade over the same situation playing out in an AI-less environment wherein callers will end up wasting several hours trying to explain their situation to a customer service agent before even getting to speak to an SME.

Improvement of Customer Experience

Several organizations have their contact centers located in offshore regions. Customer service agents in those countries may find it challenging to understand international customers’ accents and other linguistic intricacies during a conversation, making it impossible to have a call completed and query resolved quickly. NLP enables voice chatbots to comprehend what a customer is saying, regardless of their language or accent.

Customers generally find it highly irritating when they’re made to repeat themselves over and over again during a call. The involvement of AI in CRM enables callers to have their queries understood and resolved in double-quick time, thereby raising the overall customer satisfaction index.

It is safe to say that contact centers of the future can add several layers of effectiveness and speed by including AI in CRM-related communication.


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TEKNOLOGI

The Dark Side of Killer Drones

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The Dark Side of Killer Drones

Killer drones, also known as unmanned aerial vehicles (UAVs), have been a topic of much debate in recent years.

On one hand, these drones have the potential to be used for a variety of beneficial purposes, such as surveillance, search and rescue, and targeted killing of terrorists. On the other hand, there are serious concerns about the potential negative consequences of using killer drones, such as the loss of innocent lives, violation of international laws, and the psychological impact on both the drone operators and the communities affected. In this article, we will explore the dark side of killer drones.

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Source: Crown Copyright/ BBC

1. More Innocent Casualties

One of the primary concerns about the use of killer drones is the risk of innocent casualties. Drones are often used in conflict zones, where the situation is often complex and fluid, making it difficult to accurately identify targets. As a result, there have been numerous reports of innocent civilians being killed or injured in drone strikes. For example, a report by the Bureau of Investigative Journalism estimated that between 384 and 807 civilians have been killed in drone strikes in Pakistan between 2004 and 2019.

2. Violation of International Laws

Another major concern about the use of killer drones is the potential violation of international laws. The use of drones in conflict zones raises questions about the legality of targeted killings, the right to due process, and the protection of civilians. The United Nations has called for greater transparency and accountability in the use of drones, and several human rights organizations have criticized the use of drones as a violation of international law. For instance, in 2013, a report by Human Rights Watch found that the US drone program in Yemen was violating international law, including the right to life and the prohibition against arbitrary killing.

3. Psychological Impact on Operators

The use of killer drones also has a significant psychological impact on the operators who are responsible for carrying out the strikes. Drone operators often suffer from symptoms of post-traumatic stress disorder (PTSD), anxiety, and depression. This is partly due to the fact that drone operators are often required to carry out long-distance killings, often for extended periods of time, and the fact that they are often isolated from the consequences of their actions. For example, a study by the University of Utah found that drone operators were more likely to experience symptoms of PTSD and depression compared to other military personnel.

4. Stronger Dammage on Communities

The use of killer drones also has a significant psychological impact on the communities affected by the strikes. The constant threat of drone attacks can cause significant stress and anxiety, leading to social and economic disruption. For instance, a report by the International Human Rights and Conflict Resolution Clinic found that drone strikes in Pakistan had a significant psychological impact on the local population, including symptoms of anxiety, stress, and depression.

Slutsats

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Sources: Thales, General Atomics, Northdrop Grumman, EMT Penzberg, Prox Dynamics | © DW

The use of killer drones raises serious concerns about the potential for innocent casualties, violation of international laws, and the psychological impact on both the drone operators and the communities affected. The negative consequences of using killer drones far outweigh the benefits, and it is imperative that steps are taken to limit their use and ensure greater transparency and accountability. The international community must work together to establish clear guidelines for the use of drones, to ensure that they are used only in a manner that is consistent with international law and human rights.

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Vodafone Ireland turns to Amdocs to drive enhanced customer experience

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Cloud Computing News

Duncan is an award-winning editor with more than 20 years experience in journalism. Having launched his tech journalism career as editor of Arabian Computer News in Dubai, he has since edited an array of tech and digital marketing publications, including Computer Business Review, TechWeekEurope, Figaro Digital, Digit and Marketing Gazette.


Vodafone Ireland has chosen Amdocs, a provider of software and services to communications and media companies, to transition its infrastructure and application workloads to the cloud, enabling an enhanced customer experience and rapid adoption of the latest 5G innovations.

Under the agreement, Amdocs Customer Experience Suite (CES) will migrate from Vodafone Ireland on-premise to the cloud, providing the Irish operator with greater flexibility and capacity to support its future growth.  

Mairead Cullen, CIO at Vodafone Ireland, said: “Moving to the cloud is a key part of our strategy as we look to become even more dynamic, agile and responsive to our customers’ needs. We have a long-standing relationship with Amdocs and we’re pleased to be collaborating with them on this important initiative.”

Anthony Goonetilleke, group president of technology and head of strategy at Amdocs, said: “By migrating its IT services infrastructure to the cloud, Vodafone Ireland can ensure it has the foundations in place to achieve growth and further enhance the experience of its customers.

“We are excited to be taking such a central role in the company’s cloud strategy.”

Want to learn more about cybersecurity and the cloud from industry leaders? Check out Cyber Security & Cloud Expo taking place in Amsterdam, California, and London.

Explore other upcoming enterprise technology events and webinars powered by TechForge här.

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How to Align Data and Analytics Governance with Business Outcomes

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How to Align Data and Analytics Governance with Business Outcomes

With access to large amounts of data made available to businesses, maintaining and governing the kind of data that is accessible to users have become significantly essential.

Proper data and analytics governance in organizations can help them in achieving on-point data and analytics processes.

The use of data and analytics is increasing across practically all industries. Due to the availability of inexpensive storage alternatives, organizations have access to more data. It’s not surprising that the usage of analytics due to access to extensive data has expanded to every part of the company when you take into account the growing number of user-friendly tools for managing, retrieving, and analyzing data. 

However, a lot of effort goes into managing data and analytics. Thus, organizations must ensure that their efforts are aligned with their business priorities, and the data is accurate in nature and thoroughly secured. Without analytics governance, even if the organization has a good hold on its data governance policies, the advantages of establishing policies and processes to govern the analytics process still stand. As data governance guarantees your business has processes and standards around the use of data, analytics governance provides the same level of oversight to the way analytics initiatives are built and delivered.

Aligning Data and Analytics Governance

Data and analytics governance initiatives must be closely related to organizational strategies. However, businesses frequently base their data and analytics governance processes on data rather than the business. Here are a few points on how businesses can align their data and analytics governance with their business outcomes.

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Trusted Governance

Forming business decisions based on the notion that “all data is equal” is no longer a sound strategy because data and analytics capabilities exist across a company and differ in nature. Instead, create a paradigm of trust-based governance that allows for a dispersed data and analytics ecosystem and is able to help business executives make decisions that are more confidently appropriate to the circumstances.

Digitization

With the essence of developing technology, digitization has taken over almost every business to stay relevant in the market. However, for businesses to gain the best outcomes from the digital space, digitization is essential. And for successful digitization, data and analytics governance must function based on factors like digital ethics and transparency. Therefore, ensuring that the values and concepts of digitization are reflected in the data and analytics governance is crucial to significantly align it with business outcomes.

Data Security

Today, organizations are aware of the potential risks associated with their businesses and securing data has become a necessity. This awareness implies that they address both the threats and the possibilities brought about by data and analytics. Organizations frequently manage risk and market potential independently, and they also do not really prioritize information security when assessing business results. Therefore, data and analytics governance authorities should have interdisciplinary teams capable of making decisions that are well-balanced, giving risk, opportunities, and security the appropriate weight while considering the organizations’ future interests in mind.

 

Today, businesses are aware of the fact that without effective data and analytics governance, their initiatives and investments in data and analytics won’t be able to satisfy important organizational goals like increased revenue, cost reduction, and improved customer experiences. Therefore, aligning it with business outcomes is critical for business success.

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