Realising the Potential of AI Integration in Contact Centres For contact centre managers, balancing high-quality customer service with operational demands is no small feat. The rise of artificial intelligence (AI) offers an opportunity to rethink how we handle the workload. AI can enhance customer experiences, streamline operations, and free up staff for more meaningful work.…
Imagine calling a contact centre and rather than bracing yourself for a long hold, you hear a warm, friendly voice greet you within seconds. The agent, friendly and professional, seems to know exactly what you need before you even explain. Yet behind that voice isn’t just a person flipping through scripts and databases; it’s an…
“So, you’re thinking about launching an AI and automation program? It’s the kind of move that can set your organisation apart in a competitive world. But with great potential comes a lot of uncertainty—what exactly can you expect as you head down this path?” Setting the Right Expectations Before you commit to any major investment,…
Robotic Process Automation (RPA) has been the go-to solution for businesses aiming to streamline repetitive tasks, reduce human error, and save costs. It’s been a solid worker, diligently following rules and executing them with precision. But now, there’s a shift in the air: Agentic Process Automation (APA), backed by Generative AI, is making its entrance.…
Ever wondered how AI could transform your contact centre? You’re not alone. Many of us are curious yet cautious about getting started with AI. We’ve been speaking to many in the industry and there’s a mix of excitement and nervousness out there. Why AI in Contact Centres? We’ve all been there. Endless hold times, repeating…
How do you measure AI maturity in your organisation? With the advent of Generative AI, the business world is changing faster than anyone had thought possible. The integration of Artificial Intelligence (AI) is fast becoming a crutch for organisations seeking to enhance efficiency, drive innovation, and gain a competitive edge. However, simply adopting AI technologies…
In this article, we tackle problems relating to car insurance and show how AI Decision Intelligence can be used for making decisions about whether car insurance claims should be refused or accepted. Organisational decision-making is complex. AI Decision Intelligence (DI) is a discipline designed to help organisations enhance their decision-making capabilities by combining human-like reasoning…
Introducing our Automation ROI calculator – try it today! The objective of implementing automation is not to replace humans, but to ensure that people are at the heart of your digital transformation. With this in mind, our Automation team have been hard at work and we’re pleased to introduce to you our latest complimentary tool the Automation…
Want to kick off an automation program but don’t know where to start? Introducing the art of Process Discovery To build a sustainable Intelligent Automation program, you need to have a strong pipeline of opportunities. The typical, bottom-up ‘crowd-sourced’ approach is a great place to start, as just about everyone in the business is likely…
Process automation enables organisations to optimise their customer experience at every touch point, increasing productivity and efficiency. Employing a digital workforce can free up resources for valuable human interactions, delight your customers, and improve business productivity at a lower operating cost. But how do know what solution to choose? How does robotic process automation differ…
Customer Experience
Digital
People and Business
Technology
