The possibilities of AI get us pumped here at Nuance. Tom Hebner is one of the reasons behind the excitement. Read on to get a taste of the insights he imparts on a daily basis, helping to make a difference in the world of customer engagement.
“Make the world a better place.” That’s the stereotypical catch phrase fans of “Silicon Valley” tend to hear from the various tech startups pitching their products on the show.
But it’s more than a catch phrase. For some tech innovators, it’s a vital mindset. In order to rise above the hype of artificial intelligence, they must first determine what problem their innovation is going to solve. How will it make the world a better place (or at least the world of their target market)?
There is a lot of hype about AI these days. From tech companies touting all the great things AI innovations can do to dooms-dayers stirring up fears about AI taking over the world. The truth of the matter is, AI innovations are only as real as the problem they’re trying to solve, and many companies have yet to get on board with exactly how to implement new technology into their processes. In the customer engagement world, chatbots and voice technology are the big AI vehicles in which, to be effective and valuable, AI needs to somehow eliminate friction and solve a problem.
Nuance’s head of product innovation, voice technology and AI, Tom Hebner, has a lot to say about where AI is headed and how organizations can take full advantage of it. He even hints toward the “make the world a better place” mantra. “AI should make lives easier, whether it be interacting with banks and airlines, improving the quality of communication when folks go to the doctor or making the lives of doctors easier by taking a lot of the manual work they have to do out of their hands and doing it automatically.”
In two recent articles on Mediaplanet, Tom lays it all out in practical terms of what happens when AI is integrated into the contact center. He talks about the complexity of the human language when developing voice technology, the importance of biometrics and data, and the prerequisite for the business to know what problem they’re solving for.
These two articles can also be found in a special insert on AI for Business, in the San Francisco Chronicle. Take a look at them both and absorb the infectious energy that Tom exudes as he passionately talks about making a difference in the world through innovation.
Alixson graduated from the University of Washington in 2008 and promptly started her career in the computer software industry at a company called Varolii Corporation in Seattle, WA. After Varolii was acquired by Nuance, she quickly became enamored by the many ways to improve customer satisfaction through omni-channel customer service solutions, all powered by AI. She is now a Senior marketing project manager for Nuance, but more than that, she is a firm believer in Nuance’s technology and teams who are tirelessly focused on customer-centric outcomes and results.