Jumping The Curve

In 2016 we built a customer service analytics proof of concept application. The idea was to shift the analytics paradigm from reporting random metrics to first setting performance goals, then scoring progress toward those goals. In other words, shift mindset and workflow from mining to refining. This project came from discussions and questions I had with a support manager and a digital marketing media buyer who were having trouble using their data to move the needle.  The support manager worked at a start-up, was new to the role and did not know where to begin. The media buyer worked at a […]

The Impact of AI and Automation Technology on Work

Automation technology can both augment and replace human activities.  A McKinsey study finds that 45% of work activities could be automated using already demonstrated technology. In the United States, these activities represent about $2 trillion in annual wages. Add natural language processing technology and this figures jumps to 58%. What’s new and exciting are the possibilities from combining automation tech with artificial intelligence. Applying AI expands the use case universe beyond simple repetition and rules-based applications . It took a decade for the Internet to transform the retail and travel industries. It’s a good bet that AI and process automation will […]