Judging by recent AI news, generative AI is the only form of AI that matters — and it’s the only one that’s relevant for customer and employee experience outcomes. Generative AI is certainly a transformational form of artificial intelligence (AI) and having generative AI in your contact center toolset is critical in this content-hungry business environment. However, the ability to transform content and create more content isn’t the only relevant use case.

In the data science community, certain techniques have stood the test of time. The top three algorithms that are used have not changed over the past decade: linear regression, logistic regression and decision trees. These algorithms are used the most because they answer critical questions: “What is going to happen next? And why?”

Within the contact center and call centers, AI technology has been used to predict and automate key processes, with proven ROI, well before generative AI was a possibility.