TECHNOLOGY
“ NO TECHNOLOGY WINS because it ’ s a piece of technology : it wins because somebody figures out how to apply it to solve a particular business problem in a unique way .” Cathal McGloin , CEO of artificial intelligence and automationbased customer service provider , ServisBOT , enthuses about the potential of AI , but warns businesses must apply it properly to their needs or risk being left in the dust .
McGloin , a self-confessed “ software-addicted entrepreneur ”, recently founded his fourth startup which utilises the latest in AI and automated technology to help businesses more easily manage their customer service needs . He ’ s passionate about making AI more accessible to a variety of businesses .
Certain elements of AI are nothing new , as McGloin is quick to clarify . The idea for ServisBOT came about from experiences within the contact centre space , in which McGloin had co-founded Performix Technologies in 1998 . “ We created this idea of employee performance back in the late 1990s , with the rationale that if you give people a view of what their targets are and
“ AI will become table stakes in software going forward – anybody who doesn ’ t have it won ’ t even be in the race ”
Cathal McGloin , CEO , ServisBOT
how they are doing in real-time , they perform much better . We created , patented , and still own that , and every contact centre has employee performance software today .”
It ’ s clear our demands on technology are changing , and AI is key in both promoting and fulfilling that expectation .
24 April 2018