Ask most people how they feel about getting a sales call and they’ll tell you how annoying it is. That annoyance only increases if they pick up the phone and can tell that a virtual agent is making the call. Think about it: have you ever heard someone talk fondly about receiving robocalls?

Let’s be honest: how often have you called an organisation’s contact centre in a good mood? I’d wager that the answer is somewhere between “seldom” and “almost never”. After all, most of us only call them because we’ve got stuck with a frustrating issue.

Ask the average South African how load-shedding is affecting businesses, they’ll probably mention mining and industry or small businesses (such as hairdressers and restaurants) that rely on a consistent flow of energy.