Christina McAllister

Senior Analyst

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Blog

Beware Of “Coherent Nonsense” When Implementing Generative AI

Rowan Curran 1 day ago
Generative AI — using machine learning or other models (e.g., large language models) for creating novel text, images, sounds, etc. — is firmly in the spotlight as one of the fastest-developing areas of technology today, especially with the recent release of OpenAI’s ChatGPT. Over the past week, we’ve seen thousands of people experimenting with prompts […]
Blog

‘Tis The Season To Be Messaging

Christina McAllister 2 days ago
We look at a few ways that retailers can use messaging to support customers through the holidays and beyond.
Blog

Nailing Chat Is Hard — Here’s How To Get It Right

Christina McAllister September 30, 2022
I have spent the better part of the last decade helping enterprises with their digital channel strategies. Omnichannel transformation is still a phrase on many enterprises’ lips, with companies across industries looking to launch (or, in some cases, relaunch) digital channels to support their customers. Lots of things have changed since the early days of […]
Blog

If You Can Say It, You Can See It: Dall-E And You

William McKeon-White June 22, 2022
Or, “How a natural language image generation AI used as a meme generator by social media may impact your business.” Welcome To The Future — It’s Got AI-Generated Art Let’s play a quick game. Which of the below images were made by an AI system generating images based on word prompts? Let’s pretend you guessed […]
Blog

Customer Service In 2022: The Times They Are A-Changin’

Christina McAllister March 16, 2022
It’s been two years (!) since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it. Customer service leaders must shake off decades […]
Blog

400 Million Reasons To Pay Attention To Contact Center AI

Christina McAllister February 17, 2022
Trends in the conversation intelligence market are getting very interesting. Learn more this blog post.
Blog

Cure The Automation Hangover In Customer Service

Christina McAllister December 22, 2021
Close your eyes and I’ll set the scene: It’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 — no, 1000 — customers at once. Infinitely scalable human-like […]