In my previous newsletters, we’ve explored how contact centers thrive when viewed as interconnected ecosystems—from WFM maturity models that reveal organizational health to risk-rated capacity plans that build resilience. We’ve examined the hidden goldmines in your IVR and the power of systems thinking to break down operational silos.
Today, I want to focus on what might be the most underutilized opportunity in contact center optimization: making predictive AI accessible to frontline WFM leaders through the power of generative AI.
In a recent Big Think video, Eric Siegel offers a refreshingly clear distinction between two AI approaches that are often conflated:
“Generative AI is sort of correct often only as a side effect… It’s certainly valuable for writing first drafts, but you can’t trust it blindly. You have to proofread everything that it gives you. That actually in a way makes it less potentially autonomous.”
Contrast this with predictive AI:
“Predictive AI… that’s the technology that learns from data to predict in order to improve any and all of the millions of decisions that make up large-scale enterprise operations. And these are the things that make the world go around.”
In the video, Siegel emphasizes that while generative AI gets the headlines, predictive AI is where much of the untapped business value lies—especially for operations like contact centers that make millions of small decisions that collectively determine success or failure.
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