Avoiding Machine-Learning Bias in Digital Collections Communications

machine learning bias

If you own an auto dealership, you’ll likely offer a college student the used but affordable compact sedan. You’ll offer the 30- and 40-somethings with growing families the SUV or minivan. And you might offer the early retiree his or her dream car, be that a sports car, motorcycle, or RV. As human beings, we use … Read more

Artificial Intelligence: Breaking Down More AI Misconceptions

Artificial Intelligence AI Robot

There is no doubt that artificial intelligence (AI) is transforming how we do business. AI holds much promise but is often misunderstood. A recent LivePerson and Forrester webinar got me thinking about common questions and misconceptions that people often have about AI and its role in the industry. Here I break down some of the … Read more

Real Talk About Artificial Intelligence: Forrester Says Invest Now

Artificial Intelligence Universe Infused in Humanity

I recently had the opportunity to attend a webinar hosted by LivePerson and featuring Forrester discussing artificial intelligence (AI). Forrester presented compelling research looking ahead at the kinds of tasks and job categories that are being automated and turned over partially or wholly to AI. The presenters made a strong case that AI implementation is … Read more

Get Real… Customer Engagement with Two-Way SMS

Man-Texting_Two-Way-SMS

A few days ago, the retail world was abuzz with news that Lowe’s has entered into an agreement with Apple. Under their new agreement, Lowe’s will leverage Apple’s Business Chat platform and begin to offer its customers a new way to engage with the brand: two-way SMS. Marketing communication, traditionally, has been a lot like … Read more

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