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.

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 ...

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 ...