Machine learning (ML) is a type of artificial intelligence (AI) that allows computers to learn from data and improve over time without being explicitly programmed. In the contact center, machine learning is used to power capabilities like predictive routing, sentiment analysis, virtual agents and forecasting.
Machine learning identifies patterns in customer behavior, optimizes workflows and makes recommendations that evolve with more data. By continuously adapting to new information, machine learning helps deliver smarter, more personalized customer experiences.
“Conversational AI, machine learning and generative AI can each drive meaningful improvement but only when applied in service of clearly defined business goals. When you define the business metrics that matter, AI’s role becomes a natural extension of your strategy and solution.”
Tim Friebel, Director, Global AI & Innovation Value, Genesys
Machine learning is a type of artificial intelligence (AI) that allows computer systems to learn from data and improve over time without being specifically programmed. Instead of following fixed rules, machine learning algorithms use patterns in historical data to make predictions, identify trends or automate decisions.
For enterprise businesses, machine learning powers many smart solutions such as chatbots, recommendation engines, fraud detection systems and customer behavior analysis. In a contact center, for example, machine learning can predict why a customer is calling, suggest the best response to an agent or identify which customers are likely to leave.
The more data the system processes, the better it gets at making accurate, fast decisions. Machine learning can be applied across departments to optimize operations, personalize customer experiences, improve forecasting and reduce costs. Because of this scale, machine learning can be particularly useful for large businesses.
However, machine learning models must be trained on high-quality data and monitored to ensure they stay accurate, unbiased and aligned with business goals. When used responsibly, machine learning enables enterprise organizations to work smarter, respond faster and stay competitive in a data-driven world.
