How to get started with conversational AI
In today's fast-paced digital landscape, businesses are navigating a complex web of customer…
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Contact centre technology trends for 2025 & beyond
Technology continues to reshape contact centres, enabling businesses to meet growing customer…
Minimising AI risk: a step-by-step guide
In the race to adopt artificial intelligence (AI), businesses often overlook a critical factor:…
What is intelligent call routing and how does it work?
Traditional call routing systems that use DTMF menu options rely on your callers to make their best…
How to use AI safely in business
“By far, the greatest danger of artificial intelligence (AI) is that people conclude too early that…
How to handle surges in contact centre demand
It is every contact centre manager’s worst nightmare. A major weather event caused untold damage to…
What is an omnichannel contact centre?
Traditionally, the term contact centre was synonymous with large offices filled with agents picking…
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Generative AI vs Supervised Learning – the customer service decision
In the final months of 2022, generative AI took the giant leap from niche tech subject to…
What is a cloud contact centre?
To meet customer expectations in a modern and highly digitised world, customer service functions…
What is NLP and how does it work?
To a modern digitally savvy customer, traditional DTMF IVR solutions can seem outdated and…