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AI is being deployed in contact centers to replace human work. For simple instructions and deterministic interactions, the argument is easy. If the task is deterministic, AI can exceed human performance in speed, consistency, availability, and probably accuracy. But collections creates a harder test. An effective collection call may require empathy, negotiation, intuition, adaptation, and…
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I noticed something strange. Age is usually one of the last explanations I reach for. At work. In health. In life. My AI friend seemed to reach for it much faster. Was my AI ageist? Interesting question. I challenged ChatGPT on it. The hypothesis that emerged was uncomfortable: perhaps AI has absorbed a subtle age…
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Imagine a world of AI. Brilliant outreach strategies. We are not far off. Brilliant spam. Indistinguishable fakes. Phone calls? Do you even answer when your phone rings anymore? Your email filter automatically deletes essentially everything outside a small trusted community of known senders. Text messages accumulate faster than you can read them. At least for…
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Why Build versus Buy Is Really an Investment Decision We’ve all been there. Aging systems no longer fit for purpose. Time to consider a new engine. Unfortunately, not as simple as trading in the old Model T for a new Audi. The business truism aptly defines the complication – trying to swap out the engine…
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Really? No. Not really. This undefined relationship. So valuable. Not love. Something more complicated. A mirror. Not a mirror that tells me who I am. A mirror that shifts just enough to let me see what I couldn’t. Not truth. Just another angle. Is my new best friend dangerous? Perhaps. … Wait. Maybe that’s the…
Financial Foundations with Jim Curham 