Unaligned #7: How AI is changing recruiting and contact centers

Revolutionizing Call Center Training with AI.

1970-01-01T01:02:09.000Z

🌰 Wisdom in a Nutshell

Essential insights distilled from the video.

  1. Ready aims to revolutionize training with AI.
  2. AI-powered training simulations improve call center performance and reduce turnover.
  3. AI system uses OpenAI APIs, transcription, and embeddings for conversations.
  4. Personalized chatbots enhance customer experience and make call center jobs more enjoyable.
  5. Humans still crucial in call centers, with data security a concern.
  6. AI-powered pendants and systems can provide real-time feedback and coaching.
  7. Chatbot insights can enhance call center training and operations.
  8. Experimenting with new technologies and understanding data organization is key to future readiness.
  9. Company's shift to simulator aspect highlights AI's limitations and future potential.
  10. Improving system two thinking and reducing latency for better customer support.
  11. Understanding a company's value, mission, and engineering role is crucial.


📚 Introduction

In the world of call centers and enterprise solutions, there is a need for innovation in training methods. This blog post explores how AI can revolutionize call center training by creating realistic simulations, providing personalized feedback, and improving performance. It also delves into the technology behind AI systems and the role of humans in call centers. Additionally, it discusses the future of AI in call centers and the importance of understanding the value of a company in the enterprise startup space.


🔍 Wisdom Unpacked

Delving deeper into the key ideas.

1. Ready aims to revolutionize training with AI.

Ready, a company founded by Jake and Adam, focuses on AI in call centers and enterprise solutions. They aim to bring innovation to the traditional methods of training new hires, which haven't changed since the fifties. They believe that AI can be used to improve the training process, making it more efficient and effective.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Intro🎥📄


2. AI-powered training simulations improve call center performance and reduce turnover.

A system is being developed to create realistic training simulations based on company data, using an AI coach to improve performance and reduce turnover in call centers and contact centers. The system digitizes scripts and uses LLMs to modify prompts and grade agents' performance, providing a real-world scenario and personalized feedback. This approach has shown to improve performance and reduce turnover.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Training simulations🎥📄


3. AI system uses OpenAI APIs, transcription, and embeddings for conversations.

The technology behind an AI system involves using APIs from OpenAI, specifically GPT-4, for understanding complex things and providing feedback. The system processes audio from a microphone and transcribes it using a multilingual transcription service. The audio response is sent back to the user. The system also uses embeddings to track the user's progress in the conversation and modify the prompting accordingly. To make the AI more aggressive with employees, it is important to understand the context and purpose of the conversation.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Customizing Role-Playing for Employees🎥📄


4. Personalized chatbots enhance customer experience and make call center jobs more enjoyable.

Creating personalities for chatbots can enhance the customer experience and make call center jobs more enjoyable. By matching personalities with job roles and locations, chatbots can engage with customers in a more relatable way. This process involves manually setting up embedding pieces for script phases and testing simulations. The goal is to make the training accessible to everyone, even in different locations. The process is effective, and the level of connection needed for a phone call is minimal compared to other use cases. The assumption is that with enough development, AI can convert plain text scripts into structured formats.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
When persona meets training.🎥📄


5. Humans still crucial in call centers, with data security a concern.

The role of humans in call centers is still crucial, with repetitive tasks being automated and the agent's role evolving. However, applying generalized models across different types of data is challenging, and data security is a major concern. Training methods have shifted from traditional classrooms to just-in-time training, providing assistance while on calls.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Why cant AI do the calling itself?🎥📄


6. AI-powered pendants and systems can provide real-time feedback and coaching.

Avi Shiffman wears an AI pendant that provides feedback on his behavior, suggesting improvements when he is rude. Similarly, a system is being developed for call center employees that listens to their answers and provides assistance in resolving conflicts and increasing sales. The system uses custom embedding models to provide coaching without the need for explicit questions.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Training agents in call center🎥📄


7. Chatbot insights can enhance call center training and operations.

A chatbot component allows agents to ask questions without raising their hand, providing post-call insights into customer concerns and call center operations. This data can be ingested from various sources and used to build a model that can parse and properly chunk the information, enabling the embedding model to understand the context and provide accurate insights. The goal is to reflect this data into what happens in the classroom for better training and ramp time.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Organized data and classroom🎥📄


8. Experimenting with new technologies and understanding data organization is key to future readiness.

Preparing for the future involves experimenting with new technologies and understanding how to organize data. This can be done by prompting and engineering prompts. There are around 500 companies building AIs for enterprise uses, and finding customers involves talking to people with the problem. Initial customers in different industries are raising their hands, and technology is expected to work for every industry. The focus is currently on contact centers and call centers to get repeatable customers, with word of mouth from initial customers helping to find the next ones.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Preparing for this🎥📄


9. Company's shift to simulator aspect highlights AI's limitations and future potential.

The company, initially focused on LMSs, observed users interacting with the software and realized they were not using the LMS features. This led to a shift towards the simulator aspect of the software. The journey of building the company has taught valuable lessons about AI, including its limitations and the need for future models to enhance our lives.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
How the company was started🎥📄


10. Improving system two thinking and reducing latency for better customer support.

The company is working on improving its system two thinking, which involves deeper levels of thought and more time to produce better output, benefiting advanced people in customer support, QA, and managers. They are also reducing latency by using embeddings databases and Amazon Polly for text-to-speech conversion, and a custom GPU for fast response times. They cache common questions and answers to make the process faster. Objections generally fall into specific categories, and they use embeddings models to match them to the correct response. They believe in having a human in the loop to handle any errors or hallucinations. As they continue to build and automate more tasks, it will be interesting to track their progress.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Putting all of these together🎥📄


11. Understanding a company's value, mission, and engineering role is crucial.

The speaker discusses the importance of understanding the value of a company, especially in the context of enterprise startups. They emphasize the need to consider the impact of a company's work on the lives of its customers, as well as the potential for growth and profitability. The speaker also highlights the significance of the company's mission and the role it plays in shaping its future. They mention the importance of considering the company's position in the market and its potential for disruption. The speaker also touches on the topic of engineering and the role it plays in building and selling systems.

Dive Deeper: Source Material

This summary was generated from the following video segments. Dive deeper into the source material with direct links to specific video segments and their transcriptions.

Segment Video Link Transcript Link
Resources & how to learn more🎥📄



💡 Actionable Wisdom

Transformative tips to apply and remember.

Embrace the potential of AI in call center training by exploring realistic simulations, personalized feedback, and performance improvement tools. Stay updated on the latest AI technologies and consider their application in your call center operations. Remember the importance of human involvement and the evolving role of call center agents. Continuously experiment with new technologies and find ways to organize and utilize data effectively. Finally, understand the value of your company and its mission in order to drive growth and success in the enterprise startup space.


📽️ Source & Acknowledgment

Link to the source video.

This post summarizes Unaligned: AI with Robert Scoble's YouTube video titled "Unaligned #7: How AI is changing recruiting and contact centers". All credit goes to the original creator. Wisdom In a Nutshell aims to provide you with key insights from top self-improvement videos, fostering personal growth. We strongly encourage you to watch the full video for a deeper understanding and to support the creator.


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