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Brian Pokorny had heard of AI systems for call centers before. But as the IT director of Otsego County, New York, he assumed he couldn’t afford them. Then the pandemic hit, and the state governor ordered a 50% reduction of all government staff, forcing Pokorny to cut most of his call center employees. Meanwhile, inbound… 
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Over 60% of Americans believe the government and companies collect data about them daily and only 14% of large organizations worldwide plan to deploy AI-based solutions in 2020
EDTECH@UTRGV's insight:
I just received an invitation to see a demonstration of how chatbots can be used in higher ed. It looks like they will soon be handling a lot of the queries students may have.
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BGSU is using an artificially intelligent (AI) chatbot that has led to a significant increase in student enrollment.
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"It is designed to provide “relevant, accessible, and actionable information” and make the federal financial-aid process “modern, streamlined, and simply easier for students,” DeVos said, adding that she wants the process of taking out a student loan to have the feel and support of other consumer-finance transactions, such as buying a car or a house."
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"The Contact Center Voice Channel may not going away in the “short time”, but it will be progressively supplemented by Voicebots in the next few years…"
EDTECH@UTRGV's insight:
How might intelligent voicebots be used to support education?
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"In recent years, technology has played a significant role in reshaping the landscape of college teaching, and it will surely continue to do so. But the groundswell of artificial intelligence (AI) that surrounds us marks a particularly fragile moment for teaching. In this context, educators must be especially mindful that our uses of technology do not undermine meaningful learning. And doing this requires knowledge about technology and teaching."
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While I don't mind interacting what a chatbot for occasional FAQs, if I am calling to speak with a live person, its because I was not able to find the response I needed online.