AI systems & data narratives
Translating AI products, large-scale datasets, and communication networks into clear and compelling stories.
How generative AI is reshaping customer support operations
Yuma AI · Editorial
A long-form editorial detailing concrete operational outcomes for e-commerce brands leveraging AI for customer support. The piece examines how generative AI improves response speed and customer experience outcomes at scale.
“In traditional customer service models, scaling operations often means hiring more agents, increasing training expenses, and raising overall operational costs. Generative AI, however, offers a scalable solution through automation, reducing the need for additional staff while maintaining a high level of service.”
Evaluating the accuracy of AI in CX: Limitations & guardrails
Yuma AI · Editorial
A research-driven editorial detailing the capabilities and limitations of AI in customer support, with a focus on accuracy and contextual understanding. The piece outlines the operational and reputational considerations enterprises must weigh when implementing AI systems.
“While AI excels at handling straightforward, repetitive tasks, it sometimes struggles to manage requests that involve subtle, ambiguous, and context-specific nuances. This limitation underscores the need for a hybrid approach, where AI handles routine queries and human agents address more complex issues.”
Explaining AI-powered robocall mitigation for enterprise telecoms
Robokiller Enterprise · Editorial
A deep dive into robocall mitigation, AI-powered traffic analysis, and telecom compliance. The piece positions Robokiller’s infrastructure and fraud detection capabilities within broader industry conversations around consumer protection and caller authentication.
“Scammers have eroded trust in phone calls to such a degree that now 8 in 10 Americans don’t even bother to pick up the phone when they don’t recognize who’s calling — a figure high enough to make any salesperson sweat.”
Analyzing student loan scams & shifting fraud patterns
Robokiller · Editorial
A data-driven editorial connecting debt policy, scam behavior patterns, and regulatory enforcement to illuminate shifts in fraud activity. Leveraging both internal and government data, the piece details why student loan scams plummeted at a time of high public interest in the topic.
“For a while, scammers regularly targeted borrowers seeking to alleviate their financial burden. Yet, according to Robokiller, student loan scams are plummeting at the very moment the debate over student loan forgiveness is front and center.”
Reporting on phone scam trends & emerging AI threats
Robokiller · Report
An analysis of how AI and evolving communication tactics reshaped the phone scam landscape in 2023. The report synthesized behavioral trends, large-scale call and text data, and emerging fraud patterns into an accessible narrative for government stakeholders and consumer audiences.
“Artificial intelligence is a double-edged sword. On the one hand, it helps people and organizations analyze data and work more efficiently. On the other hand, it can be used for harm, such as when scammers weaponize it to defraud innocent people.”
How SMS became the dominant channel in political campaigning
Robokiller · Report
A breakdown of political robocall and spam text activity during the 2022 US election cycle, examining how SMS became the primary channel for voter outreach. Utilizing large-scale messaging data, the report surfaces shifts in political communication infrastructure.
“Political text messages, which typically arrive in the form of donation requests and pleas for support at the polls, are here to stay no matter how much Americans may wish them to vanish. Political calls, on the other hand, are diminishing in frequency.”