Many patients may soon find themselves interacting with AI, not a human receptionist or call center worker, when they first reach out to health systems.

by Alex "Sandy" Pentland If you were looking for teams to rig for success, a call center would be a good place to start. The skills required for call center work are easy to identify and hire for.

It’s still the early days of the generative AI revolution, but it’s as good a time as any for call center leaders to future-proof their workforce and technology strategies. One way to prepare ...

A call center feature that switches the call to the ... agent product expertise, overall agent skill-level and, most important, agent language capability. Skills-based call routing is typically ...