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Dave Michels on Muck Rack

Dave Michels

Boulder, Portugal, United States
As seen in: Leapfrog CX Strategies, TalkingPointz, Apple Podcasts, LinkedIn, Medium, The Independent (UK), Substack, The Conversation, TechTarget, Yahoo, ScienceAlert, Network World and
Founder of TalkingPointz. Enterprise Comms Pro. TalkingPointz Insider Report. #CX #UCaaS @NoJitter Want to converse? Find me on LI.
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Articles

Can we talk about Gartner's Conversational AI MQ?

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By Dave Michels
| No Jitter Verified
The Gartner Magic Quadrant (MQ) for Conversational AI Platforms has been published. Like clockwork, as soon as it hits the wire, the market stops to see where the dots landed. Conversational AI has come a long way since the IVR of the 1980s. The rigid menus are gone, and instead of pressing 1 or another digit, we can just naturally converse with a machine via voice or text across one or more channels.
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What the landmark Google ruling means for contact center AI

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By Dave Michels
| No Jitter Verified
The legal landscape is rapidly catching up to generative AI, and courts will view AI outputs not as unavoidable technical glitches but as direct corporate speech. Generative AI is rapidly transforming the contact center industry, promising massive efficiencies and highly personalized customer experiences. However, a recent landmark legal ruling in Europe serves as a stark warning to enterprise CX leaders about the potential liabilities of automated, customer-facing chat.
Open in Who Shared View Duplicates (2) Issue with article?
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By Dave Michels
| TalkingPointz
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