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During our very first webinar, we discussed practical ways in which companies can better identify customer vulnerability, understand how it changes over time and what
Speech analytics does exactly as it suggests – analyses speech. In practice, this often means transcribing spoken word into text and using case-specific automated tagging
Artificial Intelligence (AI) and Machine Learning (ML) have made a notable impact on many industries in the last decade. Leveraging advances in computing power has
We partnered with the CCA to explore the impact Fair Treatment of Vulnerable Customers guidance is having on companies’ customer operations, quality assurance processes and
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Podcasts are all the rage these days. You can just about find any topic of interest and they continue to increase in popularity as a
In all decision-making processes, whether human or machine, bias can result in unfair outcomes. We discuss why this can be a problem for machine learning,