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association of customer contact professionals

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Terri Barnes appointed to Kansas City Commission - Kansas City mayor appoints members for Commission on Reparations (

Mayor Quinton Lucas has established a “Commission on Reparations” to study and make recommendations to the city on reparatory justice for past harms and discriminatory practices against Kansas City’s Black community.  ACCP board member Terri Barnes has been appointed as chair of this committee.

PROGRAMS:  The May program feature Dan Smitely from Call Design, discussing the potential impacts of AI in contact centers.  The Machines Have Taken Over - Now What.pdf

  • The machines are already here - bots have been around for a long time, and generative AI adds more capabilities.  Now searches can include multiple criteria in one request.
  • AI and machine learning is just emerging for contact center applications.  For example, ChatGPT can be used to check tone in emails and blogs.
  • Emerging issues on how to manage privacy, protect minors, copyrighted and reputations, especially with the ability to manipulate images.
  • *** Critical thinking is still a requirement ***
  • AI will explode, and is viewed as the next big game changer since the introduction of movable type.  ChatGPT got to 100 million users faster than any other platform.
  • Words to the wise:  do your research, adopt, but "don't drink the Kool-Aid", approach with a sense of curiosity.


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