Author: Beck McLoughlin

For years, enterprises have treated language support as something that happens after the fact. Documents get translated later. Tickets are reviewed and localized in batches. Voice calls are routed to native speakers or external interpreters when available. This model made sense when customer engagement moved slowly and interactions were easy to pause. That world no…

Today’s generative AI models have revived the assumption that If it sounds good, it must be correct. But the reality is that translation accuracy depends heavily on context, not just linguistic ability.

The truth is simple: You can’t create great customer experiences if your agents are miserable. When an agent is stressed out, jumping between six different programs, and watching the clock tick, they can’t give customers the attention they deserve. All their energy goes into just managing the technology instead of actually helping people. If we…

In English, we can be informal without being insulting. The language gives us a wide neutral zone. Korean does not. Korean forces you to choose a relationship, not just a sentence, and customers hear that choice immediately.

We are living through a transition, a moment in which generative AI is revolutionizing how we function as a society. If women in positions of leadership don’t lean in and participate in the design and evolution of this self-learning technology, the bias that has plagued women for centuries in real life (IRL) interactions is going…