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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…
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How to bring empathy back into the conversation
We all know speed is crucial in the contact centre world. Ask most people what they want most when…
The era of choice - 5 ways self-service can solidify omnichannel CX
Not so long ago, the concept of self-service was a tough sell for businesses. From scanning one’s…
Consistent omnichannel experience
There was a time not so long ago when delivering an omnichannel customer experience was optional…
How to overcome recruitment challenges with automation
Organisations globally are struggling to recruit quality talent in one of the most challenging…
How a dynamic IVR powered by AI can transform the customer experience
We know that consumers are increasingly choosing to interact with customer services in different…
How conversational AI make life easier for employees
A lot has been written in recent times about how technology is reinventing customer experience…
Introducing Generative AI Assistant
In an industry where innovation is the name of the game, it would be easy for outsiders to assume…
The generative AI challenge for contact centres
About two decades ago I had a front-row seat for the birth of a cutting-edge technology that was…
How to adopt AI into contact centres without damaging CX
There is a lot to like about using artificial intelligence (AI) to bolster customer experience.…