Category: AI.
Modelling your contact centre AI investment: Avoid the hidden tax
As contact centre AI deployments scale, the hidden cost of pushing every interaction through frontier-scale LLMs is becoming increasingly visible – in compute spend, latency, sustainability targets, reliability, data security and, ultimately, cost to serve.
What makes an AI model fit for purpose in contact centres
Contact centre leaders are under increasing pressure to reduce costs and improve customer experience. While Generic Artificial Intelligence (AI) solutions may promise quick wins and efficiency savings, they rarely deliver sustainable results.
5 AI trends shaping contact centres in 2025
Artificial intelligence (AI) is a prolific technology trend that is set to expand its influence and relevance in the contact centre space in 2025, dominating strategic decision-making and IT budgets.