Insights & Perspectives
Explore the future of Conversational AI and unassisted automation
How to reap the rewards o...
Not all that long ago, Black Friday was the preserve of major retailers. Initially held the day afte...
The Case for Conversation...
There is a very strong case building for the adoption of Conversational AI Agents within every conta...
The role Conversational A...
Very few businesses operating today don’t have a customer-facing piece of technology. Whether that’s...
‘Agentic Age’ transforms ...
The emergence of Conversational AI agents is poised to bring profound changes to the contact centre ...
Can AI Agents Play An Eff...
Ask most people how they feel about getting a sales call and they’ll tell you how annoying it is. Th...
Could Conversational AI A...
For millions of citizens, there are few things more frustrating than dealing with a government depar...
Want To Try Automating Wi...
Adopting voice agents makes a lot of sense for a wide variety of companies, particularly those with ...
Conversational AI agents ...
Despite being the coal face of business-consumer contact, call centers have long struggled to offer ...
Voice-powered AI fast bec...
“I’m sorry Dave, I’m afraid I can’t do that.” For decades, that immortal line from 2001: A Space Ody...
Contact centres must embr...
It took just two months for ChatGPT, the most popular generative AI tool on the market, to reach 100...
Could AI change how conta...
Here’s a challenge: phone the contact centre for your bank or insurance provider and see how many la...
Talking to chatbots sucks...
Most chatbots suck. For years, industry mavens promised that they would fundamentally transform cust...
Is your business taking t...
Urgent customer conversations are critical in most businesses. You might, for instance, need to canc...
Could Automating Debt Con...
This customer-centric approach, backed by automation in technology can result in better collection r...
Repetitive conversations ...
In any contact centre, there are some calls (both inbound and outbound) that essentially boil down t...
How AI agents are being u...
Businesses everywhere are under pressure to deliver better service at less cost. Most have looked at...
Prevent conversations suc...
“Hey Steve, it’s Thandi from Sales again. I wanted to follow up on that order I sent through last we...
What if you could speak t...
If your mobile phone is due for an upgrade, you probably know already. Maybe you love tech and have ...
How to get happier custom...
Let’s be honest: how often have you called an organisation’s contact centre in a good mood? I’d wage...
AI agents help contact ce...
Ask the average South African how load-shedding is affecting businesses, they’ll probably mention mi...
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