When Algorithms Assume
Artificial Intelligence is a major topic today, not just in communications and Contact Centers, but across business. Most of the current crop of business-focused “AI” is in fact Machine Learning (ML). In ML, a large data set is used to “train” the algorithm to predict an outcome based on a range of interacting variables. Using modern data sets that have millions and even billions of test sets and thousands of variables, the ML program is able to train a neural network to predict an outcome.