Jay Choi

Aug 15, 2024 | bai.org | Jay Choi

A version of this article first appeared in BAI’s June Executive Report: Elevating customer service across the enterprise. You’ll find insightful coverage in the issue on SMB customer care, practical AI use, the customer-talent connection, plus much more. We all know the phrase “one size fits all.” We’re often quite skeptical of its promise. For some products, it makes sense.

Sep 22, 2023 | bai.org | Jay Choi

Artificial intelligence and automation are top of mind for bankers as they look for ways to enhance efficiency and productivity. This is not surprising given that, according to PwC, AI is expected to boost productivity by 40% in the workplace. Many banks have implemented virtual assistants as a way to leverage AI and drive self-service inboth digital and phone channels. Still, it can be difficult to find the right approach to address today’s critical needs and plan for the future.

Jul 18, 2023 | smartcustomerservice.com | Jay Choi

In the increasingly digital-first environment, some businesses have been tempted to eliminate traditional phone support altogether, relying entirely on online chat. After all, more than 80 percent of customers are already on or near a screen when they begin their customer service journeys. Frontier Airlines is one company that recently stopped answering the phone, generating a lot of buzz in the process.

Mar 3, 2023 | science.org | Ananth Balashankar |Hyun-Ji Park |Ziv Epstein |Jay Choi

Offense description dataTo generate the TOC model, we pool two sources of hand-coded offense description information and caseload count data from Measures for Justice (MFJ) and the CJARS. MFJ is a nonpartisan nonprofit with a mission to make reliable criminal justice system data available at the county level to spur dialog and reform.