Hint: Start with yourself. Every week I read another article claiming that most AI projects fail. Depending on who’s writing, the number is 70%, 80%, or even higher. The exact percentage doesn’t really matter. What matters is that many organizations are investing significant time and money in AI and walking away disappointed. The conclusion people sometimes draw is that AI is overhyped. I would propose instead that many organizations are simply starting in the wrong place.

GOVERNMENT TECHNOLOGY BRIEF A factual comparison to support informed decision-making by state and local government leaders State and local government agencies - courts, municipalities, counties, and other public bodies -have operated phone self-service systems for decades. The underlying technology has evolved through three distinct generations: touch-tone IVR, speech recognition IVR, and conversational AI. Each carries different capabilities, costs, risks, and operational re

Originally published 9/24/2021 I recently read an article regarding government modernization and the Post-Pandemic “Digital...

Originally Published 8/17/2022 We get notifications reminding us of our many things in our daily lives, such as dentist appointments,...

Originally Published 11/8/2022 In a previous post, I discussed the importance and value of providing outbound court notifications. Today...

Originally published 11/17/2024 When it comes to making payments, calling into an IVR may not be the first thing that comes to mind. ...

Originally Published 3/15/2021 Of all my inboxes, there’s one I consider, well…. mine. I have all the normal channels; SMS, email,...

Originally Published 6/15/2021 Back in March, 2021 we posted an article about 10DLC, the new registration mandate for SMS messaging....