Michael Hentges Blog

My AI posts

Real Advantages of AI

Oct 03, 2022

What’s the real advantage of AI-driven technology in the Contact Center? As I watch the contact center industry promote everything and anything AI, I’m surprised at how often AI’s benefits are drastically misrepresented. I see and hear many discussions of the benefits of AI that are arguments for automation –...
Google DialogFlow – capturing numbers with voice

Aug 12, 2022

The following is my experience working with Google DialogFlow in a voice environment, and the seemingly simple task of capturing long strings of numbers correctly. DialogFlow Overview Google’s DialogFlow environment is a great place to build natural-language understanding applications that automate both text-based (“chatbot”) and voice-based interactions. All of the...