Category: AI.
The unheard majority: Why voice AI fails most under-represented languages and edge-case customers
As such, improving Voice AI for neglected customer bases requires a fundamental shift away from large, generic models and adopting specialised, full-stack systems designed for real-world complexity.
The GenAI challenge
Agentic AI, powered by Generative AI (GenAI), has incredible potential to deliver improved outcomes in your contact centres. In fact, contact centres would seem to have the best use cases for AI compared to almost any other business function. Yet statistics repeatedly show that anywhere between 75% and 90% of GenAI proof of concepts (PoCs) fail to make it into production. Why is that?
Beyond speech recognition accuracy: why conversation quality now defines AI success in the contact centre
Business leaders know that artificial intelligence (AI) has the potential to improve performance, reduce cost and strengthen resilience, which is compelling them to invest. As a result, almost every technology vendor - including networking and service providers - now claims to offer AI-enabled solutions.
What a truly AI-managed network means in practice
Business leaders know that artificial intelligence (AI) has the potential to improve performance, reduce cost and strengthen resilience, which is compelling them to invest. As a result, almost every technology vendor - including networking and service providers - now claims to offer AI-enabled solutions.
Why transcription accuracy is the gateway for successful Voice AI deployments
AI and automation are no longer optional; they are essential drivers of competitive advantage in every industry. Yet, many organisations plunge into these transformative initiatives without a clear understanding of their unique business landscape.
The hidden cost and risk of scaling GenAI in contact centres
While artificial intelligence (AI) promises a revolution in contact centre productivity and operational efficiency, current deployment strategies are hitting a wall when attempting to bridge the scaling gap.
Modelling your contact centre AI investment: Avoid the hidden tax
Strategic “tax avoidance” in this context is about applying the right level of intelligence to each workload, ensuring CX, cost discipline & operational resilience improve together.
Understanding the business first is key to AI and automation
AI and automation are no longer optional; they are essential drivers of competitive advantage in every industry. Yet, many organisations plunge into these transformative initiatives without a clear understanding of their unique business landscape.
ROI from AI in inbound and outbound contact centres
Embracing artificial intelligence (AI) in the contact centre has become a non-negotiable but for many operators, defining and measuring its return on investment (ROI) to justify the spend is where the challenge lies.