Volume 15, Issue #11: November 2024
IN THE NEWS
Are You Ready for AI and LLMs in Your Contact Center?
Artificial Intelligence (AI) and Large Language Models (LLMs) are already being used by all types of businesses. Research indicates that 77 percent of companies are either using or exploring the use of AI in their businesses, and 83 percent of companies report that AI is a top priority in their business plans.
AI and LLMs are already making waves in call centers, and for good reason. This newest development has the potential to increase productivity without taking away human jobs and turn an initial financial investment in technology into a cost-effective decision.
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Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release. Click on the links below for detailed information on what is included in each release.
IS Server 5.06.9004.16767
AI – AI Multi Element
The AI Multi element type is a Scoring element type that can query the Natural Language Processing (NLP) model with prompts similar to the AI Annotation element, AI Score element, and AI Trend element. The AI Multi element can be used to condense post call scoring scripts and reduce Artificial Intelligence (AI) Token usage.
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Software Release Overview
Amtelco has always strived to bring our customers the most up-to-date and balanced software as soon as possible. This document is a general overview of our release process to help better understand what it takes to provide a new release.
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Employee Spotlight
After over 46 years of working with Amtelco, Tom Lindsay (TL) is retiring.
TL has been instrumental in Amtelco's success and history. Thank you, TL, for your guidance, wit, camaraderie, and friendship. Congratulations on your retirement! Read about TL and his contributions to Amtelco on our blog.
Fun Facts About Tom
1. During retirement, TL looks forward to spending more time at his condo in Door County, Wisconsin. He is also looking forward to being a “snowbird” and wintering in Arizona.
2. TL is planning to travel more, including a trip to Ambergris Caye, a small island off the coast of Belize known for its golf cart-based transportation.
3. TL hired Laura Alt as a trainer, who later became a documentation writer. Laura and Jody LaLuzerne often worked together on the PC-MX personal computer-based answering service system. Laura and Jody would later marry in 1993 and have two sons, each of whom has been an intern for Amtelco. Laura LaLuzerne is now a marketing coordinator for Amtelco. TL can add being a matchmaker as part of his achievements at Amtelco.