Beth Schultz on Muck Rack

Beth Schultz

  • Vice President of Research & Principal Analyst, Metrigy
Chicago
As seen in: SearchCustomerExperience, TechTarget, Network World, Egnyte Blog, No Jitter, Telecom Reseller, WorkSpace Connect
VP of research & Principal Analyst, Metrigy
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Articles

How Small Language Models could have big CX impact

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By Beth Schultz
| No Jitter
Thanks to their task-specific focus and local processing, this AI model makes sense for a variety of CX use cases. When considering AI for customer experience (CX) use cases, matching the right model to the right task is a given—and, increasingly, this means figuring out if a small language model (SLM) is the better choice over a large language model (LLM). The difference isn’t so much in how an SLM works compared to an LLM, but rather in their scale, efficiency, and where they’re deployed.
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How AI inferred sentiment analysis unlocks customer insights

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By Beth Schultz
| SearchCustomerExperience
Every day, businesses leave critical customer insights buried inside support tickets, live chats and phone transcripts. This sinkhole exists because organizations have long relied on post-interaction surveys to capture customer sentiment. These surveys have a key flaw: They lack adequate responses from all customers except from the most delighted or deeply frustrated outliers.
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How AI voice agents handle peak customer demand

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By Beth Schultz
| No Jitter
In 2026, the phone remains the most vital—and most volatile—customer touchpoint, with every ring being a moment of truth for customer experience. For CX leaders grappling with not just maintaining but excelling at phone interactions, Metrigy has some good news from its recently published Q1 2026 Consumer CX Index, based on a study of 1,000 consumers in North America. That is: Most consumers today will give AI voice agents a chance.
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